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Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
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Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation

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Presentation for GOTO Copenhagen 2012. Tips on embedding User Experience in an organisation.

Presentation for GOTO Copenhagen 2012. Tips on embedding User Experience in an organisation.

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    • 1. WINNING HEARTS & MINDS: TIPS FOR EMBEDDING USER EXPERIENCE IN YOUR ORGANIZATION Michele Ide-Smith Red Gate Software
    • 2. “As their usability approachmatures, organisations typicallyprogress through the samesequence of stages, from initialhostility to widespread relianceon user research.” Jakob Nielsen
    • 3. A bit of backgroundPhoto by Kaptain Kobold http://www.flickr.com/photos/kaptainkobold/5359290323
    • 4. About me• UX Specialist at Red Gate Software• I work on tools for tSQL developers
    • 5. My UX journey… Head of Information Interactive Architecture Production MSc in Human Computer Web Web Interaction developer accessibility UX Specialist1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 Web Strategy Project Manager Manager & Information Architect Observed usability testing
    • 6. UX maturity takes time2006 2011Occasional usability Dedicated UX Architectsurvey UX techniques and skills embedded
    • 7. UX Maturity Model diagram from an article by @rfeijo http://johnnyholland.org/2010/04/16/planning-your-ux-strategy/ In 5 years, we got to here
    • 8. How do you get started?Photo by Sarah and Mike …probably http://www.flickr.com/photos/sarahandmikeprobably/4266668689/
    • 9. UX techniques are not hard to pick up
    • 10. But knowing when and why to use them takes experience
    • 11. Tip #1Start small, show value
    • 12. Start with small butperfectly formed projects Research Improve Design Evaluate Prototype
    • 13. Tip #2Provide evidence
    • 14. Some stakeholders have strong opinions
    • 15. Use data to tell a story about your usersUsability tests and Surveys andsite visits feedback forumsSupport centre Analytics
    • 16. Tip #3Be considerate
    • 17. Highlighting poor design andcontent requires tact and diplomacy
    • 18. Always point out something positive as well as the negatives Use familiar language e.g. ‘customer focus’, ‘customer experience’Photo by hatalmas http://www.flickr.com/photos/hatalmas/6094281702
    • 19. Tip #4Evangelise
    • 20. It’s your job to sell the value of UXPhoto by Alice Bartlett http://www.flickr.com/photos/alicebartlett/2364526812
    • 21. Doing UX work early reduces thecost of development and testing
    • 22. Bad UX costs the business through increased calls to customer supportPhoto by ntr23 http://www.flickr.com/photos/ntr23/4435476085
    • 23. UX can be a differentiator
    • 24. Tip #5Find a UX champion
    • 25. A UX champion can help gain organisational support and resources UX rocks!!Photo by Dunechaser http://www.flickr.com/photos/dunechaser/3538429942/
    • 26. Tip #6Develop in-house skills
    • 27. If you have budget available anddecide to use external expertise
    • 28. Find a supplier who’ll work Work collaboratively collaboratively And help transfer skills to in- house teamsPhoto by Lollyman: http://www.flickr.com/photos/lollyman/4424552903
    • 29. The whole team can learn UX skills
    • 30. Everyone in the team can learn to do expert reviews, run usability sessions or analyse dataPhoto by Oblong http://www.flickr.com/photos/oblongpictures/5250948891
    • 31. Consider some training delivered on site for the whole team
    • 32. Tip #7Encourage ownership of UX
    • 33. Anyone can have design ideas
    • 34. The person who created these sketches had no prior UX experience
    • 35. Run sketching sessions with the team to generate design ideas
    • 36. Increasing ownership of UX in theteam means that everyone thinks pro-actively about your product
    • 37. Tip #8Observe your users
    • 38. Usability testing is an invaluable way to get early feedback on designsPhoto by Kaptain Kobold http://www.flickr.com/photos/kaptainkobold/5181464194
    • 39. Recruiting users can be time consuming and expensive
    • 40. Maximise opportunities to recruit usersOpt in on surveys Advertise on youror feedback forms website
    • 41. Use virtual meeting software to dousability testing with remote users
    • 42. Observe people using your product inreal contexts – you might be surprised!Photo by coleydude http://www.flickr.com/photos/27433628@N05/2596493033/
    • 43. Tip #9Co-locate
    • 44. Embed UX specialists within product teams
    • 45. Developers Testers(Insert picture of team with UX person) Project Manager Product Manager User Experience
    • 46. UX should attend the daily stand- ups and other team meetings
    • 47. Get immediate design feedback onstories you are implementing e.g. the ‘Daily Demo’
    • 48. UX can pair design with a developer to make iterative UIimprovements quickly and cheaply
    • 49. Tip #10Make UX work visible
    • 50. Use whiteboards and walls!
    • 51. Include UX stories and tasks in the backlog and on the Kanban / Scrum boardThese are the UX tasks
    • 52. Tip #11Collaborate
    • 53. Collaboration increases team buy- in to UX and can save time
    • 54. Invite the team to observe user testing, then analyse findings together
    • 55. Categorise the findings Design solutions / ideas become stories on the backlogObservers write issues on pinkstickies, observations on yellowstickies
    • 56. Play collaboration games to generate and explore ideas
    • 57. Collaboration games book, or Check out the Gamestorming http://www.gogamestorm.com
    • 58. Tip #12Communicate
    • 59. Set up a blog or wiki tocommunicate what you are doing and learning
    • 60. Do you know who your users are?Photo by Joe Shablotnik http://www.flickr.com/photos/joeshlabotnik/305410323/
    • 61. Collect observations from sitevisits, interviews and usability tests
    • 62. Create personas with the team to bring your research data to lifePhoto by Canned Tuna http://www.flickr.com/photos/cannedtuna/4852756417/
    • 63. Tip #13Measure improvements
    • 64. Benchmark, set targets and evaluate using consistent metrics to show improvementsPhoto by Alice Bartlett http://www.flickr.com/photos/alicebartlett/2363694581/
    • 65. Example metrics• Qualitative – System Usability Scale (SUS) questionnaire – Usability problems – Satisfaction• Quantitative – Task completion – Time on task – Errors (number of errors and task failure) – Conversion rate / funnels
    • 66. Tip #14Align UX & Product Management
    • 67. UX and Product Managers should work with, not against, each otherPhoto by Stéfan http://www.flickr.com/photos/st3f4n/6180464865/
    • 68. Technology Acceptance Model (Davis, 1989)
    • 69. A successful product is both useful and easy to use* * And hopefully desirable too!
    • 70. Tip #15Reach out to your organization
    • 71. Procurement decisions are often only based on cost and business requirements
    • 72. Do usability and accessibilityevaluations before purchasing off- the-shelf systems
    • 73. Tip #16Standardise processes
    • 74. Standardising processes, tools and templates saves time and helps with a UX roll out
    • 75. Method cards helps educate the team Method cards courtesy of http://nform.com/tradingcards/
    • 76. Leave room to experiment with new techniques – don’t be too prescriptive
    • 77. Tip #17Get some friends
    • 78. UX can become a full time job, butit’s often only a small percentage of your job role
    • 79. You may need to make a case for dedicated UX roles
    • 80. In conclusion
    • 81. A model for embedding UX Collaborating Developing UX Evangelising & skills Communicating Embedding DefiningListening to processes &customers UX tools
    • 82. “No matter how impassioned yourapproach, it’s impossible to take acompany straight from UX indifference toUX maturity. The demands are toodisruptive. Focus, as the undercovermanifesto suggests, on big changethrough small victories, slowly winning thehearts and minds and convincing yourteam of the need for UX approaches .” Cennydd Bowles, James Box
    • 83. It can feel like climbing amountain, but working as a team you’ll get there  Photo by Rob Young http://www.flickr.com/photos/rob-young/2835825416
    • 84. Thanks for listening!Photo by brieuc_s http://www.flickr.com/photos/brieuc/4225881624/
    • 85. Get in touchMichele Ide-SmithUser Experience SpecialistRed Gate Softwaree: michele.ide-smith@red-gate.com @micheleidesmithb: www.ide-smith.co.uk

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