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How to Avoid Disaster
 

How to Avoid Disaster

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What UX practitioners can learn from massive failture

What UX practitioners can learn from massive failture

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    How to Avoid Disaster How to Avoid Disaster Presentation Transcript

    •  
    • How to avoid disaster L earning about UX by looking at massive failures CanUX September 14, 2006 Banff, Alberta
    • Why disasters?
      • Reveal real-world complexity
      • Defy our expectations about accountability and corrective action
      • Cascade of ordinary failures
      • Attract small-problem solutions
        • Blame and shame
    • Management 101
    • Management 101
    • Management 101
    • What is a system?
      • Collection of “stuff”
      • Dynamic, complex, interdependent relationships
      • Can't be decomposed into linear processes
      • Can't be separated from the environment or context in which they occur
      • Small changes  big effects
    • What are systems?
      • Economies
      • Ecosystems
      • Organizations
      • Markets
      • Projects
      • Social Networks
    • Agenda
      • Talk about a few disasters
      • Lessons learned
      • Successful systems
      • Mindset
    •  
      • Rounding error
      • Rounding error
      • or
      • Programmer error?
      • Rounding error
      • or
      • Programmer error
      • or
      • System failure?
    • Lessons Learned
      • Real-world tests
      • Complex accountability
    •  
    •  
    • All Dead
    •  
    •  
    • Lessons Learned
      • Real-world tests
      • Complex accountability
      • Big problems have shared ownership
      • Assumed safety nets can vanish easily
      • Small changes  Big impact
    •  
    • http://www.boeing.com/commercial/safety/pf/pf_accident_rate_history_cht.html
    • Eastern Flight 401
    • NASA Research (1979)
      • Primary cause of most aviation accidents:
        • Leadership
        • Decision-making
        • Interpersonal communication
      • Led to teamwork training for flight crews
      • Reporting of near misses
    • Teamwork training
      • “ A state medical board has fined a surgeon and an anesthesiologist $10,000 each for brawling in an operating room while their patient slept…”
      • “ A nurse monitored the patient as the doctors fought”
    • Successful Systems
      • Transparency
      • Quality over authority
      • Shared ownership
      • No goats (and few heroes)
      • Team training
      • Real-world tests
    • Lessons for UX
      • Understand what influences your solution
      • Consider feedback as a design parameter
      • Help clients find leverage points
      • Know when you’re at a brick wall
      • Unintended consequences
    • Facebook
      • “… Facebook's feedback from users comes in the form of emails to its customer-service email address, which the company's product-development team reviews weekly. But the company typically doesn't solicit feedback by showing features to users before launching them ."
      • Wall Street Journal , September 7, 2006
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    • Questions? Stories? Email: [email_address] URL: http://atomiq.org/etc/canux_2006.pdf