WINNING HEARTS & MINDS: TIPS    FOR EMBEDDING USER     EXPERIENCE IN YOUR       ORGANIZATION        Michele Ide-Smith     ...
“As their usability approachmatures, organisations typicallyprogress through the samesequence of stages, from initialhosti...
A bit of backgroundPhoto by Kaptain Kobold http://www.flickr.com/photos/kaptainkobold/5359290323
About me• UX Specialist at Red Gate Software• I work on tools for tSQL developers
My UX journey…                                                                        Head of                             ...
UX maturity takes time2006                                   2011Occasional usability    Dedicated UX Architectsurvey     ...
UX Maturity Model diagram from an article by @rfeijo http://johnnyholland.org/2010/04/16/planning-your-ux-strategy/ In 5 y...
How do you get started?Photo by Sarah and Mike …probably http://www.flickr.com/photos/sarahandmikeprobably/4266668689/
UX techniques are not hard to          pick up
But knowing when and why to use     them takes experience
Tip #1Start small, show value
Start with small butperfectly formed projects              Research   Improve                 Design       Evaluate      P...
Tip #2Provide evidence
Some stakeholders have   strong opinions
Use data to tell a story about your usersUsability tests and           Surveys andsite visits                   feedback f...
Tip #3Be considerate
Highlighting poor design andcontent requires tact and diplomacy
Always point out something positive      as well as the negatives                            Use familiar language e.g. ‘c...
Tip #4Evangelise
It’s your job to sell the value of UXPhoto by Alice Bartlett http://www.flickr.com/photos/alicebartlett/2364526812
Doing UX work early reduces thecost of development and testing
Bad UX costs the business through     increased calls to customer supportPhoto by ntr23 http://www.flickr.com/photos/ntr23...
UX can be a differentiator
Tip #5Find a UX champion
A UX champion can help gain     organisational support and resources                                                      ...
Tip #6Develop in-house skills
If you have budget available anddecide to use external expertise
Find a supplier who’ll work              Work collaboratively            collaboratively                                  ...
The whole team can learn UX skills
Everyone in the team can learn to                                       do expert reviews, run usability                  ...
Consider some training delivered   on site for the whole team
Tip #7Encourage ownership of UX
Anyone can have design ideas
The person who created these sketches     had no prior UX experience
Run sketching sessions with the team to generate design ideas
Increasing ownership of UX in theteam means that everyone thinks  pro-actively about your product
Tip #8Observe your users
Usability testing is an invaluable way to                              get early feedback on designsPhoto by Kaptain Kobol...
Recruiting users can be time consuming and expensive
Maximise opportunities to recruit usersOpt in on surveys             Advertise on youror feedback forms             website
Use virtual meeting software to dousability testing with remote users
Observe people using your product inreal contexts – you might be surprised!Photo by coleydude http://www.flickr.com/photos...
Tip #9Co-locate
Embed UX specialists within     product teams
Developers                         Testers(Insert picture of team with UX             person)       Project Manager   Prod...
UX should attend the daily stand- ups and other team meetings
Get immediate design feedback onstories you are implementing e.g.         the ‘Daily Demo’
UX can pair design with a  developer to make iterative UIimprovements quickly and cheaply
Tip #10Make UX work visible
Use whiteboards and walls!
Include UX stories and tasks in the backlog       and on the Kanban / Scrum boardThese are the UX tasks
Tip #11Collaborate
Collaboration increases team buy-    in to UX and can save time
Invite the team to observe user testing,     then analyse findings together
Categorise the findings            Design solutions / ideas            become stories on the            backlogObservers w...
Play collaboration games to generate and              explore ideas
Collaboration games book, or  Check out the Gamestorming     http://www.gogamestorm.com
Tip #12Communicate
Set up a blog or wiki tocommunicate what you are doing        and learning
Do you know who your users are?Photo by Joe Shablotnik http://www.flickr.com/photos/joeshlabotnik/305410323/
Collect observations from sitevisits, interviews and usability tests
Create personas with the team to    bring your research data to lifePhoto by Canned Tuna http://www.flickr.com/photos/cann...
Tip #13Measure improvements
Benchmark, set targets and evaluate using      consistent metrics to show improvementsPhoto by Alice Bartlett http://www.f...
Example metrics• Qualitative  – System Usability Scale (SUS) questionnaire  – Usability problems  – Satisfaction• Quantita...
Tip #14Align UX & Product   Management
UX and Product Managers should  work with, not against, each otherPhoto by Stéfan http://www.flickr.com/photos/st3f4n/6180...
Technology Acceptance Model (Davis, 1989)
A successful product is both useful        and easy to use*        * And hopefully desirable too!
Tip #15Reach out to your organization
Procurement decisions are often only based on       cost and business requirements
Do usability and accessibilityevaluations before purchasing off-        the-shelf systems
Tip #16Standardise processes
Standardising processes, tools and templates saves time and helps        with a UX roll out
Method cards helps educate the team Method cards courtesy of http://nform.com/tradingcards/
Leave room to experiment with new    techniques – don’t be too           prescriptive
Tip #17Get some friends
UX can become a full time job, butit’s often only a small percentage           of your job role
You may need to make a case for      dedicated UX roles
In conclusion
A model for embedding UX                      Collaborating      Developing UX                   Evangelising &          s...
“No matter how impassioned yourapproach, it’s impossible to take acompany straight from UX indifference toUX maturity. The...
It can feel like climbing amountain, but working as a team        you’ll get there              Photo by Rob Young http:/...
Thanks for listening!Photo by brieuc_s http://www.flickr.com/photos/brieuc/4225881624/
Get in touchMichele Ide-SmithUser Experience SpecialistRed Gate Softwaree: michele.ide-smith@red-gate.com   @micheleidesmi...
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
Upcoming SlideShare
Loading in …5
×

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

1,416
-1

Published on

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

Published in: Technology, Design
0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,416
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
15
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide
  • Choose a self-contained project
  • School closures page – analyticsLibraries – card sorting how people understand the term ‘your library online’OU – course listing on home page
  • Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation

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

      Clipping is a handy way to collect important slides you want to go back to later.

    ×