Lean User ExperienceIntensiveDesigner EditionJanice Fraser      Tim McCoy                   Director, IntegratedFounder/CE...
Tim, introduce                                                 yourself.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011       ...
Now janice’s turn.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011                        JANICE@LUXR.CO   TIM@COOPER.COM
Ok. Now you.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011                  JANICE@LUXR.CO   TIM@COOPER.COM
Today: 3 Chunks        1: What other people have figured out           Lean Startup, Agile        2: What we think we have ...
Tomorrow                                              Use Lean UX framework in                                            ...
Daily Routine                                               9:00 Start                                              10:30 ...
Now that’s out of the way...onto our first                                              chunk:                             ...
Steve Blank introduced “Customer                                              Development” in...um...2006.                ...
In 2010, Brant Cooper and                                              Patrick Vlaskovitz wrote a                         ...
About 1,720,000 resultsLEAN UX INTENSIVE, DESIGNER EDITION 01/2011            JANICE@LUXR.CO   TIM@COOPER.COM
Here’s my distillation...                          “Customer Development in One Page”LEAN UX INTENSIVE, DESIGNER EDITION 0...
LEAN UX INTENSIVE, NOV 2010   JANICE@LUXR.CO
LEAN UX INTENSIVE, NOV 2010   JANICE@LUXR.CO
JANICE@LUXR.CO
`JANICE@LUXR.CO
People, their                                              goals & needs                                              Sket...
Get out of the                                                building!LEAN UX INTENSIVE, DESIGNER EDITION 01/2011        ...
For the first time,                                              user-centered design                                      ...
What opportunities                                              does that afford us?                                      ...
LEAN UX INTENSIVE, DESIGNER EDITION 01/2011   JANICE@LUXR.CO   TIM@COOPER.COM
+                 +       make products                                                  incremental        customers     ...
41,000 views                                                     (past 12 mos)                                            ...
When the science of startups                  includes User Centered Design as                    one of its tent-poles, t...
Validated LearningReducing cycle time, rather than building fastLEAN UX INTENSIVE, DESIGNER EDITION 01/2011      JANICE@LU...
Velocity        Agile Sprints                                 Points                                                      ...
What we bring is 10* years of                            experience, methods, and                                  methodo...
The LEAN part:                         A word about INVENTORY buildup and WASTE                                           ...
When* the business community                   begins to measure the value of                 user experience, they will i...
LEAN UX INTENSIVE, DESIGNER EDITION 01/2011   JANICE@LUXR.CO   TIM@COOPER.COM
Tell the apple 90% story.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011                       JANICE@LUXR.CO   TIM@COOPER.COM
Lean means...            • Keep your inventory low.            • Talk to your customers.            • Make something they ...
How do you do good user experience               work in a lean environment?                            PROVE             ...
Agile fundamentalsLEAN UX INTENSIVE, DESIGNER EDITION 01/2011   JANICE@LUXR.CO   TIM@COOPER.COM
The Manifesto for Agile Software Development    We are uncovering better ways of developing software by doing it and    he...
Agile values    • Transparency                            • Simplicity    • Shared responsibility                   • Cont...
Agile characteristics    • Cross-functional teams    • Open, collaborative environments    • Break down work to small, dig...
Elements of an agile process    • Visioning / Inception                   •   Demonstration / acceptance    • Story / task...
Roles in agile teamsScrum                            XP• Product	  owner               • Customer• Scrum	  Master         ...
Agile practices you should care about    • Test-Driven Development                 • Continuous deployment    • Functional...
FishbowlLEAN UX INTENSIVE, DESIGNER EDITION 01/2011              JANICE@LUXR.CO   TIM@COOPER.COM
Product Stewardshipand the integrated teamThe role of UX in agile environments
Some awesome team diagrams                             45
What’s wrong with this picture?LEAN UX INTENSIVE, DESIGNER EDITION 01/2011   JANICE@LUXR.CO   TIM@COOPER.COM
Product Owner is an overloaded role    • Represent business needs                      • Collaborate with the team        ...
Strategic and tactical UX are under-represented    •    Product vision and framework under-developed    •    User research...
Problems we can address by integrating designToo up-front              Too late• Too many assumptions    • Not cohesive• C...
We begin by integrating design into the teamThe Integrated Team includesfull-time design members workingwith and alongside...
A Product Steward advocates for UX    The Product Steward is a strategic    design role that works with the    Product Mgr...
Product Ownership is a shared responsibility    Product Manager    • Represent business and customer needs    • Understand...
Lean User Experience         FundamentalsLEAN UX INTENSIVE, DESIGNER EDITION 01/2011   JANICE@LUXR.CO   TIM@COOPER.COM
Lean User Experience is a cross-                              functional, principle-driven process                        ...
What are the principles?         1. Design + product management + development = 1 product team         2. Externalize     ...
Lean UX process                                             Users                                                         ...
Lean UX methods are                                    Lightweight                                      Low-Fi            ...
The UX field has                         Pyramid                                                 ABSTRACT CONCEPTSloads of ...
We also have methods to “get out of the building.”                                            CUSTOMER DEVELOPMENT        ...
Rituals for lean product teams                                                                     ABSTRACT CONCEPTS      ...
Activity           Map out for the design process you used for           a recent project. Where were you working         ...
Activity questions                  • How did you know your hypothesis was                           right? (what qualifies...
Activity observations                      What is a hypothesis?                      it’s not “facts” but is “good inform...
Validation...LEAN UX INTENSIVE, DESIGNER EDITION 01/2011                   JANICE@LUXR.CO   TIM@COOPER.COM
Um.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011         JANICE@LUXR.CO   TIM@COOPER.COM
PROPOSALWeb portal for freelance traveling nurses andtheir recruiters           An exercise in Lean UX           approache...
Project environment    Many nurses at most hospitals are freelancers on 13 week contracts    who travel from job to job in...
Project objectives    Help nurses:                              Help recruiters:    • search for jobs                     ...
How it’s done, old school                      Research	  &	                                                              ...
Exercise objectives    Envision a plan using Lean UX practices and agile methods.    Your approach should seek to:    • Mi...
Final thoughts.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011                     JANICE@LUXR.CO   TIM@COOPER.COM
See you here at 9am.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011                  JANICE@LUXR.CO   TIM@COOPER.COM
LUXi for Designers
LUXi for Designers
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LUXi for Designers

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The lean user experience framework, presented to designers at a 2-day workshop at

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LUXi for Designers

  1. 1. Lean User ExperienceIntensiveDesigner EditionJanice Fraser Tim McCoy Director, IntegratedFounder/CEO Product DevelopmentLUXr Cooperjanice@LUXr.co tim@cooper.com@luxrco @seriouslynow@clevergirl
  2. 2. Tim, introduce yourself.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  3. 3. Now janice’s turn.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  4. 4. Ok. Now you.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  5. 5. Today: 3 Chunks 1: What other people have figured out Lean Startup, Agile 2: What we think we have figured out Product Stewardship, Lean UX 3: Reimagining UX Practice Validation, Project PlansLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  6. 6. Tomorrow Use Lean UX framework in hands-on mini project with Change.org.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  7. 7. Daily Routine 9:00 Start 10:30 Break 12:00 Lunch (on your own) 1:00 Resume 2:30 Break 5:00 DoneLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  8. 8. Now that’s out of the way...onto our first chunk: “Stuff other people have figured out”LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  9. 9. Steve Blank introduced “Customer Development” in...um...2006. The 2nd/3rd edition is (c) 2006. The idea goes back perhaps a decade before that.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  10. 10. In 2010, Brant Cooper and Patrick Vlaskovitz wrote a shorter, better book.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  11. 11. About 1,720,000 resultsLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  12. 12. Here’s my distillation... “Customer Development in One Page”LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  13. 13. LEAN UX INTENSIVE, NOV 2010 JANICE@LUXR.CO
  14. 14. LEAN UX INTENSIVE, NOV 2010 JANICE@LUXR.CO
  15. 15. JANICE@LUXR.CO
  16. 16. `JANICE@LUXR.CO
  17. 17. People, their goals & needs Sketches and prototypes “New user” experiences CUSTOMER DEVELOPMENT = UX!!?LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  18. 18. Get out of the building!LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  19. 19. For the first time, user-centered design methods have momentum in the business community.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  20. 20. What opportunities does that afford us? What demands does it place on us?LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  21. 21. LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  22. 22. + + make products incremental customers reduce waste releases wantLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  23. 23. 41,000 views (past 12 mos) 17,741 followers (1,738 listed) Entrepreneur in Residence (2010-2011) Fall 2011 (Random House)LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  24. 24. When the science of startups includes User Centered Design as one of its tent-poles, then we designers have a new opportunity to do great things.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  25. 25. Validated LearningReducing cycle time, rather than building fastLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  26. 26. Velocity Agile Sprints Points Iterations Only p art the sto of Continuous Deployment ry! Lean Cycles Reduce cycle t ime not bu , Generative Research ild Ideation Mental models THINK time Behavior Models Test Results Competitive Analysis MAKE Prototypes Wireframes Value Prop Landing Page Hypotheses Comps A/B Testing Deployed Code Site Analytics Usability Testing Funnel Sign-ups CHECKLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  27. 27. What we bring is 10* years of experience, methods, and methodology *20, 30, 50 yearsLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  28. 28. The LEAN part: A word about INVENTORY buildup and WASTE ng? ...how lo e? m uch tim Nobody Like this... ...how clicked. ? ...effortTIME 3 months Make a Discover design that it decision 3 hours wasnʼt rightLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  29. 29. When* the business community begins to measure the value of user experience, they will invest in it as a driver of value, rather than a cost to be minimized. *Note Bene: “When” is now. [high five your neighbor]LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  30. 30. LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  31. 31. Tell the apple 90% story.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  32. 32. Lean means... • Keep your inventory low. • Talk to your customers. • Make something they want. • Prove your ideas and your interfaces.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  33. 33. How do you do good user experience work in a lean environment? PROVE IMPROVELEAN UX INTENSIVE, DESIGNER EDITION 01/2011 NOV 2010 JANICE@LUXR.CO TIM@COOPER.COM JANICE@LUXR.CO
  34. 34. Agile fundamentalsLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  35. 35. The Manifesto for Agile Software Development We are uncovering better ways of developing software by doing it and helping others do it. Through this work we have come to value: Individuals and interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan That is, while there is value in the items on the right, we value the items on the left more.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  36. 36. Agile values • Transparency • Simplicity • Shared responsibility • Continuous improvement • AdaptabilityLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  37. 37. Agile characteristics • Cross-functional teams • Open, collaborative environments • Break down work to small, digestible chunks • Conversation replaces detailed documentation • Bias against front-loaded engineering & design • Focus on “customer value,” “business value” • Rapid, incremental deliveryLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  38. 38. Elements of an agile process • Visioning / Inception • Demonstration / acceptance • Story / task generation and • Daily stand-up estimation • Retrospectives • Release planning • Physical or virtual project • Sprint / iteration planning trackingLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  39. 39. Roles in agile teamsScrum XP• Product  owner • Customer• Scrum  Master • Tracker• Technical  lead • Programmers• Business  analyst  (SME) • Testers• Developers • Coach• Testers• Coach
  40. 40. Agile practices you should care about • Test-Driven Development • Continuous deployment • Functional tests • Refactoring • Pair programmingLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  41. 41. FishbowlLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  42. 42. Product Stewardshipand the integrated teamThe role of UX in agile environments
  43. 43. Some awesome team diagrams 45
  44. 44. What’s wrong with this picture?LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  45. 45. Product Owner is an overloaded role • Represent business needs • Collaborate with the team – hold product vision – maintain product backlog – feature definition and prioritization – detail / clarify requirements – communicate project status – provide subject matter expertise • Ensure project success – be voice of the user – negotiate release dates and contents – participate in daily meetings – manage profitability / ROI – review work resultsLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  46. 46. Strategic and tactical UX are under-represented • Product vision and framework under-developed • User research and feedback not well done or understood • Good interaction design practices lacking • Design professionals spread too thinLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  47. 47. Problems we can address by integrating designToo up-front Too late• Too many assumptions • Not cohesive• Can’t address changes • Never enough time• Time-intensive • Lipstick on a pig documentation
  48. 48. We begin by integrating design into the teamThe Integrated Team includesfull-time design members workingwith and alongside developers.• Research and analysis of customer and user behaviors, needs, and goals• Contextual design that balances business needs, user goals, technical opportunity 50
  49. 49. A Product Steward advocates for UX The Product Steward is a strategic design role that works with the Product Mgr to set direction and shepherd the product to success. • Advocate for user-centered design • Understand and represent user goals • Provide creative direction • Negotiate releases with Product Manager • Pair-design with other team members • Assess work results • Guide product vision through deliveryLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  50. 50. Product Ownership is a shared responsibility Product Manager • Represent business and customer needs • Understand market opportunities • Communicate project status • Prioritize features and releases • Collaborate with team Product Steward • Represent user needs and goals • Manage product vision, framework • Provide creative direction • Collaborate with teamLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  51. 51. Lean User Experience FundamentalsLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  52. 52. Lean User Experience is a cross- functional, principle-driven process characterized by rituals that predispose teams to predictable, high-quality, high- velocity user experience outcomes.LEAN UX INTENSIVE, NOV 2010 JANICE@LUXR.CO
  53. 53. What are the principles? 1. Design + product management + development = 1 product team 2. Externalize 3. Research with users is the best source of information 4. Focus on solving the right problem 5. Generate many options and decide quickly which to pursue 6. Recognize hypotheses & validate them 7. Rapid cycles: think/make/checkLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  54. 54. Lean UX process Users 1. BLAH why Needs 2. BLAH 3. BLAH ple what peo how uct pro d (INSERT BUSINESS THINKING HERE) Bob can... Uses Features (CREATE SKETCHES, WIREFRAMES & PIXELS) This Week User Stories Themed Releases
  55. 55. Lean UX methods are Lightweight Low-Fi Lo-Tech External Face to Face Collaborative Generative and Decisive Fast Repeatable Routinized Goal Driven Outcome FocusedLEAN UX INTENSIVE, NOV 2010 JANICE@LUXR.CO
  56. 56. The UX field has Pyramid ABSTRACT CONCEPTSloads of methods Sticky Strategy Ecosystem Map strategythat will work lean. Personas (scenarios) Design Target user(plus a few of my own making) 6-Up Sketching Activity Map Story Boards uses Sticky Triage Story Mapping feature planning Iteration Planning 2 or 3-Up Sketching Test Creation Wireframes Card Sorting IA, IxD, UI Black Hat Session Sketch Boards Prototyping (many kinds) Greyboxing detail design Pair Production/Design Design Bible Pattern Libraries Housecleaning cohesiveness WORKING SOFTWARE
  57. 57. We also have methods to “get out of the building.” CUSTOMER DEVELOPMENT Listen (talk*) to people** Surveys generative Watch people use competitors Customer acceptance testing with paper prototypes Card sorting evolutionary Usability testing Usertesting.com Behavioral metrics A/B testing quantitative Heat mapping OPTIMIZATION ** WHO? People who match your design target * ABOUT WHAT? What they do, what their life is like, what they use, what their problems are, how they meet their needs now?
  58. 58. Rituals for lean product teams ABSTRACT CONCEPTS Write the “test” first* User need/quote as sprint name ideate Wireframe check Pairing communicate Retrospective learn Measure Redo improve Housecleaning WORKING SOFTWARE* Most important thing for the problem owner is to define and own the problem.
  59. 59. Activity Map out for the design process you used for a recent project. Where were you working with unvalidated hypotheses?LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  60. 60. Activity questions • How did you know your hypothesis was right? (what qualifies as validation?) • Are stakeholders and SME’s validation? • Invalidated vs unvalidated? • What are some approaches you might take to shorten the cycle between hypothesis and validation?LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  61. 61. Activity observations What is a hypothesis? it’s not “facts” but is “good information” raw observation to FORM hypotheses it’s not build-measure-learn, it’s learn-build-measure getting out of the building doesn’t have to stop once development begins As an agency, when you validate with client stakeholders you satisfy THEM (and get paid) If you validate with end users you may NOT satisfy your client, and they’re paying you… THIS CLIENT DYNAMIC MUST FUNDAMENTALLY CHANGE TO BE SUSTAINABLE validate your product to your customer (scoping the consulting relationship) validate THEIR product to THEIR customerLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  62. 62. Validation...LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  63. 63. Um.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  64. 64. PROPOSALWeb portal for freelance traveling nurses andtheir recruiters An exercise in Lean UX approaches to project planning
  65. 65. Project environment Many nurses at most hospitals are freelancers on 13 week contracts who travel from job to job in search of personal adventure, good pay, and professional opportunity. Our company has relationships with hospitals to post jobs and relationships with nurses to fill them. We plan to replace our mix of thick client apps and web forms with a fully-web based system that gives our nurses better ways to guide their experience and our recruiters better tools to manage their relationships.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  66. 66. Project objectives Help nurses: Help recruiters: • search for jobs • match nurses to jobs • apply for jobs • fill high-value jobs • work with their recruiters to • work with nurses to land jobs land jobs • manage their stable of nurses • find temporary housing at job location • connect with other traveling nurses • access HR and career management informationLEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  67. 67. How it’s done, old school Research  &   Detailed  Design   Framework Development  -­‐-­‐> Modeling &  SpecificaMon Months 1                                2                                  3                                  4                                    5                                    6                                    7                                    8 R1  alpha R1  beta R1  release R2  alpha etc... 9                              10                            11                                12                              13                              14                                15                              16LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  68. 68. Exercise objectives Envision a plan using Lean UX practices and agile methods. Your approach should seek to: • Minimize wasted time and effort • Identify most valuable opportunities • Learn from user feedback and behavior • Reduce cycle time between posing a hypothesis and validating it CAVEAT Don’t short change the research and vision, they’re vital to understanding the business and their users so you can affect significant change.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  69. 69. Final thoughts.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
  70. 70. See you here at 9am.LEAN UX INTENSIVE, DESIGNER EDITION 01/2011 JANICE@LUXR.CO TIM@COOPER.COM
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