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#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Mature Products:
The Cycle of UX Reinvention
Carol Smith - @carologic
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
The Roadster by Tesla
http://techcrunch.com/gallery/a-brief-history-of-tesla/slide/7/
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Successful Products and Companies Innovate
http://www.forbes.com/innovative-companies/list/3/#tab:rank
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Small, incremental changes
http://techcrunch.com/gallery/a-brief-history-of-tesla/slide/7/
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
http://www.keepcalm-o-matic.co.uk/p/keep-calm-and-im-not-done-yet/
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Change is Constant – No Alternatives
http://creativethinking.net/what-i-learned-from-charles-darwin-about-creative-thinking/#sthash.cW5FwKGZ.dpbs
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Seattle, WA
http://nationalgeographic.org/encyclopedia/ring-fire/
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Why are we resistant to change?
1. Loss of control
2. Excess uncertainty
3. Surprise
4. Everything seems different
5. Loss of face
6. Concerns about competence
7. More work
8. Ripple effects
9. Past resentments
10.Sometimes the threat is real
TenReasonsPeopleResistChangebyRosabethMossKanteronHBR
HarvardBusinessReview
https://hbr.org/2012/09/ten-reasons-people-resist-chang
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Be Reactive
http://www.brucelee.com/site/blogandhttp://www.wingluke.org/brucelee
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
UX’ers make change
by shaping experiences
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Successful Products
• Enable people and are useful
• Retain/increase number of users
• Differentiate from competitors
• Profitable
• Adjust capabilities as appropriate
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Continuous learning
via experimentation
Prototyping, Usability testing, etc. with users
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Amazon.com 1998 - 2000
©1996-2016LukeWroblewskiIdeation+Design.http://www.lukew.com/ff/entry.asp?178(2005)
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
2000
©1996-2016LukeWroblewskiIdeation+Design.http://www.lukew.com/ff/entry.asp?178(2005)
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
2007
©1996-2016LukeWroblewskiIdeation+Design.http://www.lukew.com/ff/entry.asp?178(2005)
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
2016
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Inclination towards Action
• Prototypes
• Usability testing
• Other learning activities
• Actively learn about product use
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Constant monitoring
• How are people using the product?
• What are they saying?
• Who is using it and why?
• Who is not using it?
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Collect data
• Web Analytics
• Automated multivariate Testing
• Net Promoter Scores (NPS) and other feedback
• Right information at the right time – challenging
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
When is my product Mature?
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Always maturing….
http://www.gethow.org/importance-of-software-lifecycle-management
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Primary product vs. secondary
• Primary product (software and Web sites)
• Intuit TurboTax, IBM Watson, Amazon.com
• Secondary (Web sites)
• Manufacturing company, Restaurant,
• Budget and Priority changes – not much else
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Cycle of reinvention = constant attention
• Maintain
• Relevance
• Usability
• Clarity
• Access (mobile, browser, accessibility)
• Technology
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Sources of Change
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Organizational forces bring change…
• Branding changes
• Marketing
• Design language
• Vision/Goals
• Etc.
• Be aware of business drivers
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Change through pivoting (same vision)
• Users
• Solve a similar problem for a different set of users with existing product
• Prioritization of work changes dramatically
• Highly trained user base is smaller than originally thought
• Less knowledgeable user base – over time make less complex
AdaptedfromEricRies,Pivot,don'tjumptoanewvision,June22,2009
http://www.startuplessonslearned.com/2009/06/pivot-dont-jump-to-new-vision.html
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Pivot: User problem
• Pattern of use changes
• Solve a different problem for the same user
• Starbucks
• Went from selling coffee beans and espresso makers
to brewing drinks in-house
AdaptedfromEricRies,Pivot,don'tjumptoanewvision,June22,2009
http://www.startuplessonslearned.com/2009/06/pivot-dont-jump-to-new-vision.html
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Pivot: Focus on capability
• Reorient the product around what users are really doing
• Abandon extra features that make it hard for new customers
to discover what's really valuable about the new, simplified
solution
• PayPal
• Customers were gravitating to the email-payments part
of their original solution
• Ignoring the complex PDA-based cryptography solution
AdaptedfromEricRies,Pivot,don'tjumptoanewvision,June22,2009
http://www.startuplessonslearned.com/2009/06/pivot-dont-jump-to-new-vision.html
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Retiring capabilities
• What is not being used?
• Metrics
• Least user comments
• Focus shift
• Dead-ends that are no longer priorities
• Irrelevant functionality (old browsers, refactoring code, etc.)
• Distractions
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Design debt
• Extra work that arises when design (code)
“that is easy to implement in the short run is used
instead of applying the best overall solution“ - Wikipedia
• Managing when and how work is done
• Part of overall cycle
https://en.wikipedia.org/wiki/Technical_debt
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Graceful additions
• Audit product
• What is there?
• What is valued?
• What is less valued?
• What are the current big issues?
• What is sacred (hopefully nothing)?
• Examine vision and what matches with vision
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Transformations
11/1998
05/1999
12/2000
11/2002
Google.com'sWebsiteTransformationThroughTheYears(1998-2015)
DuncanJoneshttps://www.youtube.com/watch?v=zfIn66oFhX0
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
continue…
05/2010
09/2005
Google.com'sWebsiteTransformationThroughTheYears(1998-2015)
DuncanJoneshttps://www.youtube.com/watch?v=zfIn66oFhX0
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Staffing for change
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Challenge of fulfilling project needs
• Long-term vs. short-term
• Contractors vs. staff
• Keeping knowledge of complex systems
• Building UX mindshare across organization
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Meeting staff needs
• Changing interests/focus
• Growing skill set
• Desires
• Variety of work vs. consistent work
• Recognition of contributions
• Progression of career
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Resilience is necessary
• “Process of adapting well in the face of adversity, trauma, tragedy,
threats or significant sources of stress”…
• It means "bouncing back" from difficult experiences.”
- American Psychological Association
AmericanPsychologicalAssociationwww.apa.org/helpcenter/road-resilience.aspx
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Foster resilience in your team
• Build mentorship
• Weekly 1:1’s – how do you feel?
• Help individuals move towards their goals
• Support self-discovery
• Celebrate success
• Make work-life balance a priority
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Team Analysis - UX strengths and weaknesses
People
and ProjectsRachel Daniel
@RainbowliciousD
UX Director at MaxPoint
http://blog.invisionapp.com/building-an-enterprise-ux-team/
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Build a diverse team, T-shaped individuals
Rivera,A.(2013).BuildingtheNext-GenUXTeam:StrategiesforCultivatingGeneralists.User
ExperienceMagazine,13(1).
Retrievedfromhttp://uxpamagazine.org/building-the-next-gen-ux-team/
Andrew Rivera,
Walmart Global eCommerce
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Managing the cycle of UX reinvention
• Embrace change – be reactive
• Continuous learning via experimentation
• Awareness of business drivers
• Proper staffing
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Take care of you
• Managing these new changes is exhilarating and exhausting
Kelly Goto
@go2girl
Goto Research
#UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Contacting Carol
• smithjc@us.ibm.com
• @carologic
Design Team Manager, IBM Watson
Pittsburgh, PA
I’m hiring:
• User Researcher
• Interaction Designer
44

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Mature Products: The Cycle of UX Reinvention UXPA 2016

Editor's Notes

  1. Not well received Top Gear TV show panned it
  2. Apple, Facebook, Google and IBM are not on this list
  3. Elon Musk and team Never Stop Innovating Done is only temporary
  4. Change is constant Successful products can survive, but to survive they must adapt
  5. Avoid change for the sake of change.
  6. 1996