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Getting UX done
Ian Fenn (@ifenn)
Recommended hashtags: #guxd #uxscot

Getting UX done | @ifenn #guxd #uxscot

UX Scotland...
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
h"p://www.flickr.com/photos/wwworks/4759535950
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
1. The issue conflicted with a decision maker’s
belief or opinion.

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 201...
1. The issue conflicted with a decision maker’s
belief or opinion.
2. Not enough resources available to fix the
problem.

Ge...
1. The issue conflicted with a decision maker’s
belief or opinion.
2. Not enough resources available to fix the
problem.
3. ...
A designer solves
problems within
a set of
constraints.
Mike Monteiro

Getting UX done | @ifenn #guxd #uxscot

UX Scotland...
A designer solves problems they
often have to help identify within a
set of ever-changing constraints.

Ian Fenn

Getting ...
A designer solves problems they
often have to help identify within a
set of ever-changing constraints.
Without authority.
...
Communication and influence are just as
important as a well-thought out prototype.

Getting UX done | @ifenn #guxd #uxscot
...
Build consensus

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Point out the flaws and inconsistencies

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
The six project phases

•

enthusiasm

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
The six project phases

•
•

enthusiasm
total confusion

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
The six project phases

•
•
•

enthusiasm
total confusion
disillusionment

Getting UX done | @ifenn #guxd #uxscot

UX Scot...
The six project phases

•
•
•
•

enthusiasm
total confusion
disillusionment
search for the guilty

Getting UX done | @ifen...
The six project phases

•
•
•
•
•

enthusiasm
total confusion
disillusionment
search for the guilty
punishment of the inno...
The six project phases

•
•
•
•
•
•

enthusiasm
total confusion
disillusionment
search for the guilty
punishment of the in...
Unfortunately for us, we care.

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Be labelled an ‘expert’ or ‘specialist’.

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Ian Fenn
User experience / Interaction design portfolio

Getting UX done | @ifenn #guxd #uxscot

Contact details:
Email ia...
Client testimonials
“Ian is an exceptional UX practitioner, balancing the business
requirements with the user's needs to p...
Having established your reputation as an
‘expert’, all you have to do is maintain it.

Getting UX done | @ifenn #guxd #uxs...
Post something on a wall as soon as you can

h"p://www.flickr.com/photos/joybot/7747594318/
Getting UX done | @ifenn #guxd ...
Share useful information

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Consider offering ‘office hours’ out of office
hours.

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Invite clients and work colleagues to talks,
even if you’re not giving them

Getting UX done | @ifenn #guxd #uxscot

UX Sc...
One thing has increased my influence more
than anything...

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
9.05 – you're greeted in the lobby by a
unicorn - yes, a unicorn - trotting around for a
promotional photo shoot. It's jus...
9.05 – you're greeted in the lobby by a
unicorn - yes, a unicorn - trotting around for a
promotional photo shoot. It's jus...
9.20 – your main client is running an Agile
process; in your scrum you give a snapshot
of what you and your team of 4 are ...
9.20 – your main client is running an Agile
process; in your scrum you give a snapshot
of what you and your team of 4 are ...
11.00 – host a `Big Mama' (our bi-weekly
team knowledge share). Today's topic:
insights from your recent trip to Adaptive
...
12.00 – attend another workshop, this time
for your other client, hosted by the Creative
Director on the account. The obje...
1.30 – pick up a few lunch buddies for a walk
through the local area and a sandwich from a
nearby cafe.

Getting UX done |...
1.30 – pick up a few lunch buddies for a walk
through the local area and a sandwich from a
nearby cafe.
2.30 – attend a us...
3.45 – meet with your team to go through the
detail of new wireframes in Axure. Run the
wireframes through the personas an...
3.45 – meet with your team to go through the
detail of new wireframes in Axure. Run the
wireframes through the personas an...
6.15 – wind down with a game of table tennis
and a beer in the company bar.

Getting UX done | @ifenn #guxd #uxscot

UX Sc...
Notice anything missing?

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
h"p://www.flickr.com/photos/benm_at/4683099590
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
h"p://www.flickr.com/photos/doug88888/4680671719
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
h"p://www.flickr.com/photos/thewavingcat/278653978
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
1. What do I want to achieve in the meeting?

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
1. What do I want to achieve in the meeting?
2. Who contributed to the work I’m due to
present?

Getting UX done | @ifenn ...
1. What do I want to achieve in the meeting?
2. Who contributed to the work I’m due to
present?
3. How does the solution I...
1. What do I want to achieve in the meeting?
2. Who contributed to the work I’m due to
present?
3. How does the solution I...
1. What do I want to achieve in the meeting?
2. Who contributed to the work I’m due to
present?
3. How does the solution I...
1. What do I want to achieve in the meeting?
2. Who contributed to the work I’m due to
present?
3. How does the solution I...
7. Send out designs ahead of time or you’ll
just get knee-jerk reactions

Getting UX done | @ifenn #guxd #uxscot

UX Scotl...
7. Send out designs ahead of time or you’ll
just get knee-jerk reactions
8. Try to encourage critique rather than
‘design ...
The purpose of critique is to understand the
design of a product and to help the creator
improve it by giving them more in...
Are you likeable?

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Interviewer: What’s your greatest weakness?
Me: Honesty.
Interviewer: I don’t see honesty as a
weakness.
Me: I don’t care ...
1. Demonstrate excellence without arrogance

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
1. Demonstrate excellence without arrogance
2. Enthusiasm is contagious

Getting UX done | @ifenn #guxd #uxscot

UX Scotla...
1. Demonstrate excellence without arrogance
2. Enthusiasm is contagious
3. Don’t be over-invested in outcomes

Getting UX ...
1. Demonstrate excellence without arrogance
2. Enthusiasm is contagious
3. Don’t be over-invested in outcomes
4. Aim to le...
1. Demonstrate excellence without arrogance
2. Enthusiasm is contagious
3. Don’t be over-invested in outcomes
4. Aim to le...
Praise others freely, frequently, and at any
time, regardless of accuracy.

Getting UX done | @ifenn #guxd #uxscot

UX Sco...
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Praise others freely, frequently, and at any
time, regardless of accuracy.
Emphasise effort over innate abilities.

Getting...
Criticise others with caution, keeping it brief
and specific, and always with clear follow-up
actions.

Getting UX done | @...
Trustworthiness is generally more persuasive
that expertise.
Inconsistency makes you less persuasive.

Getting UX done | @...
You’re considered an expert

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
You’re considered an expert
You’re likeable and reliable

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
You’re considered an expert
You’re likeable and reliable
You’re influential

Getting UX done | @ifenn #guxd #uxscot

UX Sco...
You’re considered an expert
You’re likeable and reliable
You’re influential
Is that it?

Getting UX done | @ifenn #guxd #ux...
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Personal styles
and effective
performance
David W. Merrill

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Less

Analytical

Driver

Less

More

Amiable

Expressive

More

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
DRIVER
(FAST, INTENSE, FORMAL, RISK-TAKER, LIKES TO BE IN CHARGE)

Focus on the present
Get to the bottom line
Speak in te...
EXPRESSIVE
(ANIMATED, IMPATIENT, CREATIVE, FOCUS OF ATTENTION, FUNNY, BACK-SLAPPER)

Focus on the future and
the big pictu...
AMIABLE
(SLOW, EASY-GOING, QUIET, FRIENDLY AND INVITING, FORGIVING)

Be flexible
Be easy and informal
Be personal and
perso...
ANALYTICAL
(SLOW, QUIET THOUGHTFUL, PREFERS TO BE ON THEIR OWN)

Focus on past, present
and future

Tell them exactly what...
...... (Silence: Beg for forgiveness, not for permission.)

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
...... (Silence: Beg for forgiveness, not for permission.)
“Do you mind me asking - are you looking for solutions or do yo...
...... (Silence: Beg for forgiveness, not for permission.)
“Do you mind me asking - are you looking for solutions or do yo...
...... (Silence: Beg for forgiveness, not for permission.)
“Do you mind me asking - are you looking for solutions or do yo...
...... (Silence: Beg for forgiveness, not for permission.)
“Do you mind me asking - are you looking for solutions or do yo...
“What we might do is...”

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
“What we might do is...”
“We could...”

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
“What we might do is...”
“We could...”
“Would you...”

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
“What we might do is...”
“We could...”
“Would you...”
“I appreciate it when you...”

Getting UX done | @ifenn #guxd #uxsco...
“What we might do is...”
“We could...”
“Would you...”
“I appreciate it when you...”
“I agree with some of what you’re sayi...
Hang on. Isn’t a lot of communication nonverbal?

Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Smile!
Keep gestures open.
Nod!
Look interested and attentive, but avoid
intense, dominant eye contact.
Avoid crossing you...
Dealing with
people you
can’t stand
Dr. Rick Brinkman and Dr. Rick
Kirschner

Getting UX done | @ifenn #guxd #uxscot

UX S...
Task focus

Passive

Aggressive

Relationship focus
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
Task focus

Whiner

Tank

Passive

Aggressive
Think they
know it all

Yes person

Relationship focus
Getting UX done | @if...
Task focus

Whiner

Tank

Passive

Aggressive
Think they
know it all

Yes person

Relationship focus
Getting UX done | @if...
Task focus

Get it right

Get it done

Passive

Aggressive

Get along

Get appreciated

Relationship focus
Getting UX done...
Americans:
Blunt, forthright and direct
They’ll have difficulty if you don’t ‘put your
cards on the table’
Negotiating is co...
The French:
Logic will dominate their arguments and lead
to an extensive analysis of all matters
Opinionated, they nonethe...
The Japanese:
Face must not be lost and politeness must
be maintained at all times
Their reluctance to say no is well-know...
The Chinese:
Politeness is observed at all times.
Confrontation and loss of face (for both
parties) must be avoided
Meetin...
Indians:
Indians emanate and expect warmth and
respect
Do not risk joking with them
Be flexible
Accept chaos and ambiguity
...
Humility - you are not center of the universe
Respect - you genuinely care about others
you work with
Trust - you believe ...
What am I feeling
now?
What am I thinking
now?
What am I doing at
this moment?
How am I breathing?

Getting UX done | @ife...
First Rule of Consulting:
No matter how much you try, you
can’t stop people from sticking beans
up their nose.
Jared Spool...
Millican’s Law
“This is Millican's Law. If you have a hard gig,
quiet, a death, a struggle, whatever, you can
only be mad ...
JIRO DREAMS OF SUSHI
Getting UX done | @ifenn #guxd #uxscot

UX Scotland 2013
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Getting UX done (for UX Scotland)

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Beta version, as presented in Edinburgh on Friday 21 June 2013.

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Transcript of "Getting UX done (for UX Scotland)"

  1. 1. Getting UX done Ian Fenn (@ifenn) Recommended hashtags: #guxd #uxscot Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  2. 2. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  3. 3. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  4. 4. h"p://www.flickr.com/photos/wwworks/4759535950 Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  5. 5. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  6. 6. 1. The issue conflicted with a decision maker’s belief or opinion. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  7. 7. 1. The issue conflicted with a decision maker’s belief or opinion. 2. Not enough resources available to fix the problem. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  8. 8. 1. The issue conflicted with a decision maker’s belief or opinion. 2. Not enough resources available to fix the problem. 3. Deferred until next major update/redesign. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  9. 9. A designer solves problems within a set of constraints. Mike Monteiro Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  10. 10. A designer solves problems they often have to help identify within a set of ever-changing constraints. Ian Fenn Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  11. 11. A designer solves problems they often have to help identify within a set of ever-changing constraints. Without authority. Ian Fenn Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  12. 12. Communication and influence are just as important as a well-thought out prototype. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  13. 13. Build consensus Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  14. 14. Point out the flaws and inconsistencies Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  15. 15. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  16. 16. The six project phases • enthusiasm Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  17. 17. The six project phases • • enthusiasm total confusion Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  18. 18. The six project phases • • • enthusiasm total confusion disillusionment Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  19. 19. The six project phases • • • • enthusiasm total confusion disillusionment search for the guilty Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  20. 20. The six project phases • • • • • enthusiasm total confusion disillusionment search for the guilty punishment of the innocent Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  21. 21. The six project phases • • • • • • enthusiasm total confusion disillusionment search for the guilty punishment of the innocent reward and promotion of the nonparticipants Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  22. 22. Unfortunately for us, we care. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  23. 23. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  24. 24. Be labelled an ‘expert’ or ‘specialist’. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  25. 25. Ian Fenn User experience / Interaction design portfolio Getting UX done | @ifenn #guxd #uxscot Contact details: Email ian@chopstixmedia.com Web http://chopstixmedia.com/ LinkedIn http://uk.linkedin.com/in/ifenn UX Scotland 2013
  26. 26. Client testimonials “Ian is an exceptional UX practitioner, balancing the business requirements with the user's needs to produce an intuitive experience and functional design. Ian's analytical and detailed approach was key to a number of recent projects, guiding their direction and producing some great results.” - Peter Lambert, Head of UX, Global Personals “Ian is a highly focused and hardworking individual who offers a wealth of knowledge particularly in the areas of user experience and accessibility. Ian is an innovative thinker and is able to bring fresh thinking to any project. Given the opportunity, I would happily employ Ian again in the future.” - Lian Brook-Tyler, Head of Site, BT plc “Ian is dedicated to delivering the simplest solution possible and always keeping the core customer need the focus of the experience, resulting in quality, intuitive interface and functionality design.” - Richard Edwards, Digital Planning Director, LIDA “Having worked with Ian for over 3 years I've really valued his support and learnt from his depth of knowledge and understanding of the internet industry. His commitment to placing the customer at the heart of everything he does is unquestionable, as is his desire to provide an optimal, accessible user experience for all.” - Martin Faux, Head of BT Broadband Office, BT plc “Ian joined us to help develop a web application for a new Insurance proposition. He brought with him an abundance of usability knowledge and expertise which he was more than happy to share. This enabled us to work collaboratively increasing our in-house knowledge as well as him producing some first class outputs. He has great attention to detail and showed great flexibility in producing top notch work in a climate of incomplete and changing requirements.” - Christian Young, Lead User Experience Architect, AVIVA plc “I worked with Ian on the international research study of wi-fi services. Ian showed himself as an expert in user experience, his results were precise and of very high quality. It's great to have a reliable partner in the UK.” - Natalia Sprogis, User Research Consultant, UIDesign Group “Ian is a hard working and dedicated usability and interaction design expert. At Virgin Media he worked tirelessly to champion the user, always thinking creatively around business requirements to achieve the best experience possible. His work is backed up by a wealth of experience both in user interface design and in front end development, and I would welcome the opportunity to work with him again.” - Kirsty Brown, User Experience Manager, Virgin Media Getting UX done | @ifenn #guxd #uxscot “Ian was invaluable at BT, bringing in-depth expertise in online user experience to the team as well as a passion for all things internet. His efforts went well beyond normal hours as he invested personal time to investigate opportunities to improve the site and ensuring his thinking was up-to-date by networking with other experts.” - David Morgan, Head of Online Business, BT plc “Ian Fenn was a very talented contributor to Alchemy Digital's projects. With his unique mix of journalistic and broadcasting experience, Ian developed compelling, content-driven solutions that were a perfect fit for our broadcast clients. Ian is a great web copywriter and is also very visually oriented; he understands what works from the end-user's perspective, what "sells" and how to develop content that is engaging and immersive. Ian always brings fresh thinking to projects and has an entrepreneurial attitude that keeps him focused on the end results. I would wholeheartedly recommend Ian for any senior interactive production or management position.” - Adrian Tennant, Managing Director, Alchemy Digital UX Scotland 2013
  27. 27. Having established your reputation as an ‘expert’, all you have to do is maintain it. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  28. 28. Post something on a wall as soon as you can h"p://www.flickr.com/photos/joybot/7747594318/ Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  29. 29. Share useful information Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  30. 30. Consider offering ‘office hours’ out of office hours. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  31. 31. Invite clients and work colleagues to talks, even if you’re not giving them Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  32. 32. One thing has increased my influence more than anything... Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  33. 33. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  34. 34. 9.05 – you're greeted in the lobby by a unicorn - yes, a unicorn - trotting around for a promotional photo shoot. It's just another day at the office. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  35. 35. 9.05 – you're greeted in the lobby by a unicorn - yes, a unicorn - trotting around for a promotional photo shoot. It's just another day at the office. 9.10 – grab an espresso in the cafe; in the queue have a chat with a fellow lead about line management. You've recently changed the format of your bi-weekly meetings to a more casual lunch and it's working brilliantly. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  36. 36. 9.20 – your main client is running an Agile process; in your scrum you give a snapshot of what you and your team of 4 are up to. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  37. 37. 9.20 – your main client is running an Agile process; in your scrum you give a snapshot of what you and your team of 4 are up to. 9.30 – run a workshop with key stakeholders, the creative and tech teams (we like to blend) to scamp 2 routes for an improved purchase process. Our lead strategist kicks the workshop off with research insights. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  38. 38. 11.00 – host a `Big Mama' (our bi-weekly team knowledge share). Today's topic: insights from your recent trip to Adaptive Path's UX Intensive. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  39. 39. 12.00 – attend another workshop, this time for your other client, hosted by the Creative Director on the account. The objective: sketch a few user journeys to show how content can be shared across a campaign site, mobile and tablet devices. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  40. 40. 1.30 – pick up a few lunch buddies for a walk through the local area and a sandwich from a nearby cafe. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  41. 41. 1.30 – pick up a few lunch buddies for a walk through the local area and a sandwich from a nearby cafe. 2.30 – attend a user testing session in our inhouse lab. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  42. 42. 3.45 – meet with your team to go through the detail of new wireframes in Axure. Run the wireframes through the personas and stresstest them with experience principles. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  43. 43. 3.45 – meet with your team to go through the detail of new wireframes in Axure. Run the wireframes through the personas and stresstest them with experience principles. 5.15 – get debriefed on a pitch you'll be helping out with next week. The prospect: a high fashion brand who want to re-energise their online presence. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  44. 44. 6.15 – wind down with a game of table tennis and a beer in the company bar. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  45. 45. Notice anything missing? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  46. 46. h"p://www.flickr.com/photos/benm_at/4683099590 Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  47. 47. h"p://www.flickr.com/photos/doug88888/4680671719 Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  48. 48. h"p://www.flickr.com/photos/thewavingcat/278653978 Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  49. 49. 1. What do I want to achieve in the meeting? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  50. 50. 1. What do I want to achieve in the meeting? 2. Who contributed to the work I’m due to present? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  51. 51. 1. What do I want to achieve in the meeting? 2. Who contributed to the work I’m due to present? 3. How does the solution I wish to present meet the needs of the people in the room? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  52. 52. 1. What do I want to achieve in the meeting? 2. Who contributed to the work I’m due to present? 3. How does the solution I wish to present meet the needs of the people in the room? 4. What objections may I meet? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  53. 53. 1. What do I want to achieve in the meeting? 2. Who contributed to the work I’m due to present? 3. How does the solution I wish to present meet the needs of the people in the room? 4. What objections may I meet? 5. What alternative solutions do I have? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  54. 54. 1. What do I want to achieve in the meeting? 2. Who contributed to the work I’m due to present? 3. How does the solution I wish to present meet the needs of the people in the room? 4. What objections may I meet? 5. What alternative solutions do I have? 6. Is there anyone I should talk to earlier? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  55. 55. 7. Send out designs ahead of time or you’ll just get knee-jerk reactions Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  56. 56. 7. Send out designs ahead of time or you’ll just get knee-jerk reactions 8. Try to encourage critique rather than ‘design review’ Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  57. 57. The purpose of critique is to understand the design of a product and to help the creator improve it by giving them more information. The purpose of a design review is sign-off and often results in a list of specified changes. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  58. 58. Are you likeable? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  59. 59. Interviewer: What’s your greatest weakness? Me: Honesty. Interviewer: I don’t see honesty as a weakness. Me: I don’t care what you think. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  60. 60. 1. Demonstrate excellence without arrogance Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  61. 61. 1. Demonstrate excellence without arrogance 2. Enthusiasm is contagious Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  62. 62. 1. Demonstrate excellence without arrogance 2. Enthusiasm is contagious 3. Don’t be over-invested in outcomes Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  63. 63. 1. Demonstrate excellence without arrogance 2. Enthusiasm is contagious 3. Don’t be over-invested in outcomes 4. Aim to lesson other people’s load Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  64. 64. 1. Demonstrate excellence without arrogance 2. Enthusiasm is contagious 3. Don’t be over-invested in outcomes 4. Aim to lesson other people’s load 5. Listen Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  65. 65. Praise others freely, frequently, and at any time, regardless of accuracy. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  66. 66. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  67. 67. Praise others freely, frequently, and at any time, regardless of accuracy. Emphasise effort over innate abilities. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  68. 68. Criticise others with caution, keeping it brief and specific, and always with clear follow-up actions. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  69. 69. Trustworthiness is generally more persuasive that expertise. Inconsistency makes you less persuasive. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  70. 70. You’re considered an expert Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  71. 71. You’re considered an expert You’re likeable and reliable Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  72. 72. You’re considered an expert You’re likeable and reliable You’re influential Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  73. 73. You’re considered an expert You’re likeable and reliable You’re influential Is that it? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  74. 74. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  75. 75. Personal styles and effective performance David W. Merrill Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  76. 76. Less Analytical Driver Less More Amiable Expressive More Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  77. 77. DRIVER (FAST, INTENSE, FORMAL, RISK-TAKER, LIKES TO BE IN CHARGE) Focus on the present Get to the bottom line Speak in terms of shortterm concrete results Don’t get into a control contest However, don’t back down if you believe you are right Give them options Don’t get too personal http://www.softed.com/resources/Docs/SSW0.4.pdf Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  78. 78. EXPRESSIVE (ANIMATED, IMPATIENT, CREATIVE, FOCUS OF ATTENTION, FUNNY, BACK-SLAPPER) Focus on the future and the big picture Stimulate their creative impulse Illustrate concepts with stories Compliment them Seek their ideas, input Show personal interest and involvement Don’t dwell on details Don’t be too serious Don’t talk down to them http://www.softed.com/resources/Docs/SSW0.4.pdf Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  79. 79. AMIABLE (SLOW, EASY-GOING, QUIET, FRIENDLY AND INVITING, FORGIVING) Be flexible Be easy and informal Be personal and personable Emphasize a team approach Don’t push for too much detail Don’t hurry them Don’t confront them Don’t attack Don’t be dictatorial or autocratic http://www.softed.com/resources/Docs/SSW0.4.pdf Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  80. 80. ANALYTICAL (SLOW, QUIET THOUGHTFUL, PREFERS TO BE ON THEIR OWN) Focus on past, present and future Tell them exactly what you will do and when Talk facts Don’t rush things Focus on detail and accuracy Don’t be too personal Don’t be overly casual Be logical, well-organized, and serious http://www.softed.com/resources/Docs/SSW0.4.pdf Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  81. 81. ...... (Silence: Beg for forgiveness, not for permission.) Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  82. 82. ...... (Silence: Beg for forgiveness, not for permission.) “Do you mind me asking - are you looking for solutions or do you just want to get things off your chest?” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  83. 83. ...... (Silence: Beg for forgiveness, not for permission.) “Do you mind me asking - are you looking for solutions or do you just want to get things off your chest?” “Which of the solutions you mentioned would you choose?” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  84. 84. ...... (Silence: Beg for forgiveness, not for permission.) “Do you mind me asking - are you looking for solutions or do you just want to get things off your chest?” “Which of the solutions you mentioned would you choose?” “If we were going to meet the delivery date, how could we make that happen?” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  85. 85. ...... (Silence: Beg for forgiveness, not for permission.) “Do you mind me asking - are you looking for solutions or do you just want to get things off your chest?” “Which of the solutions you mentioned would you choose?” “If we were going to meet the delivery date, how could we make that happen?” “How could we find out...” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  86. 86. “What we might do is...” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  87. 87. “What we might do is...” “We could...” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  88. 88. “What we might do is...” “We could...” “Would you...” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  89. 89. “What we might do is...” “We could...” “Would you...” “I appreciate it when you...” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  90. 90. “What we might do is...” “We could...” “Would you...” “I appreciate it when you...” “I agree with some of what you’re saying, but here’s what I would like to see changed...” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  91. 91. Hang on. Isn’t a lot of communication nonverbal? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  92. 92. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  93. 93. Smile! Keep gestures open. Nod! Look interested and attentive, but avoid intense, dominant eye contact. Avoid crossing your arms. Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  94. 94. Dealing with people you can’t stand Dr. Rick Brinkman and Dr. Rick Kirschner Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  95. 95. Task focus Passive Aggressive Relationship focus Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  96. 96. Task focus Whiner Tank Passive Aggressive Think they know it all Yes person Relationship focus Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  97. 97. Task focus Whiner Tank Passive Aggressive Think they know it all Yes person Relationship focus Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  98. 98. Task focus Get it right Get it done Passive Aggressive Get along Get appreciated Relationship focus Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  99. 99. Americans: Blunt, forthright and direct They’ll have difficulty if you don’t ‘put your cards on the table’ Negotiating is considered to be give and take They feel they’re the best - so their norms are assumed to be the only correct ones Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  100. 100. The French: Logic will dominate their arguments and lead to an extensive analysis of all matters Opinionated, they nonetheless play their cards close to their chest and build up to them They can be suspicious of early friendliness They may defer decisions away from a meeting Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  101. 101. The Japanese: Face must not be lost and politeness must be maintained at all times Their reluctance to say no is well-known Decisions will eventually be made by consensus They are cautious, skilled in stalling tactics and won’t be rushed Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  102. 102. The Chinese: Politeness is observed at all times. Confrontation and loss of face (for both parties) must be avoided Meetings are for information gathering - the real decisions will be made elsewhere Nobody says ‘I’, only ‘We’. They will work step by step in an unhurried manner Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  103. 103. Indians: Indians emanate and expect warmth and respect Do not risk joking with them Be flexible Accept chaos and ambiguity Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  104. 104. Humility - you are not center of the universe Respect - you genuinely care about others you work with Trust - you believe others are competent and will do the right thing Team Geek (Brian W. Fitzpatrick, Ben Collins-Sussman) http://shop.oreilly.com/product/0636920018025.do Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  105. 105. What am I feeling now? What am I thinking now? What am I doing at this moment? How am I breathing? Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  106. 106. First Rule of Consulting: No matter how much you try, you can’t stop people from sticking beans up their nose. Jared Spool - http://www.uie.com/brainsparks/ Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  107. 107. Millican’s Law “This is Millican's Law. If you have a hard gig, quiet, a death, a struggle, whatever, you can only be mad and frustrated and gutted until 11am the next day. Then you must draw a line under it and forget about it. As going into the next gig thinking you are shit will mean you will die.” “Equally, if you nail it, slam it, destroy it, whatever, you can only be smug about it until 11am the next day (in the past, I have set an alarm so I could get up and gloat for an extra half hour) as if you go into the next gig thinking you are God's gift to comedy, you will die. That is Millican's Law and it totally works. It means you move on quickly.” Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
  108. 108. JIRO DREAMS OF SUSHI Getting UX done | @ifenn #guxd #uxscot UX Scotland 2013
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