0
1 September 2008




                   Building & Managing
                       User Experience
                       ...
Notre Dame
 de Paris….


  …not just about the architecture
Not just about the content
……Not just about navigating from A to B
….not just about successfully completing goals
Experience goes beyond service


     It’s about the sensations
   that people get from using
                       servi...
Knowers and
  Learners
Our
journey
Better user research...
Better design methods...
13

14

…how we approach       building UX teams
                   …fostering   team leadership

...achieving greater   accountab...
Know where you’re going
                      16

Building your team: Team Direction
Competency
       Management
   Individual i
   Individual i+1
   Individual N
   Ind. ...
Building your team: Team Assessment
Competency
       Management
   Individual i
   Individual i+1
   Individual N
   Ind....
Something’s missing
                 .....Personality
4 core personalities
Executor
 (achievement)
Carer
 (affiliative)

General
 (self-actualisting)
Sovereign
 (humanistic-enc...
22

... building a dream team is not the end-game
“Specialisation has its advantages, but it
also creates a situation where people just
see their own little world instead o...
“Organisations, which design systems, are
constrained to produce designs that are copies of
the communication structure of...
=
+ fear
             26

All too common occurrence...
                             opportunities
differentiation




                              ...
All too common occurrence...
                                                            Delighters


                    ...
90%


      29

Greater UX
                        ‘t’ is exponential
Maturity...

    Influence drivers
Greater UX
Maturity...


  Individualistic mindset

   Skill Specialisation
Greater UX
Maturity...   Collaborative mindset
               Skill Diversification
Greater UX
Maturity...

    Influence drivers
Concept
Workshops
 from little things big
           things grow
1 September 2008




       taking steps towards creating advocates
Great UX leadership involves a simple story:

Who you are, what you stand for, and what others can expect from you.

Has a...
The UX Manager who isn’t afraid to fail, is a
leader who is driven to succeed.

Fail, fail often, fail fast and fail small...
FOOTBALL IMAGE
“Your job is to touch everyone and get into
their soul. Every moment you are in your
office, you are useless.”
- Jack Welc...
Encouraging beautiful
  transformation
Improving quality ...




kai:
“change;
zen:
“small
good”

The team-oriented approach

 Qualities                    Our Approach: Open Design Forums
   Learning focused            ...
The management approach

Qualities                        Our Approach: Design Circle
  Results-focused                  H...
What has worked well for us...
Set clear, achievable and measurable goals for your
team
Individuals set project-level goal...
Change is possible...
Email: rfarmer@hutchison.com.au




                                  Available on SlideShare....
Building And Managing Successful Ux Teams
Building And Managing Successful Ux Teams
Building And Managing Successful Ux Teams
Building And Managing Successful Ux Teams
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Building And Managing Successful Ux Teams

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Presentation to the ARK Online User Experience Conference. Provides an overview of how to build and manage successful User Experience teams through planning, leadership, and organisational influence. More specifically, this presentation argues that greater quality and org influence do NOT come through focusing on better research and design skills ...

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Transcript of "Building And Managing Successful Ux Teams"

  1. 1. 1 September 2008 Building & Managing User Experience Teams Dr. Rod Farmer, Senior Manager, User Experience and Creative Services, 3 Mobile Australia
  2. 2. Notre Dame de Paris…. …not just about the architecture
  3. 3. Not just about the content
  4. 4. ……Not just about navigating from A to B
  5. 5. ….not just about successfully completing goals
  6. 6. Experience goes beyond service It’s about the sensations that people get from using service
  7. 7. Knowers and Learners
  8. 8. Our journey
  9. 9. Better user research...
  10. 10. Better design methods...
  11. 11. 13

  12. 12. 14

  13. 13. …how we approach building UX teams …fostering team leadership ...achieving greater accountability in our designs
  14. 14. Know where you’re going 16

  15. 15. Building your team: Team Direction Competency Management Individual i Individual i+1 Individual N Ind. Avg Distance Action Information 3 Architecture User Research 3 Visual Design 5 Information 4 Design Interaction 4 Design Dev 4 Knowledge Writing Skills 4 0=NR, 1=Occasional, 2=Basic, 3=Good, 4=Strong, 5=Exemplary
  16. 16. Building your team: Team Assessment Competency Management Individual i Individual i+1 Individual N Ind. Avg Distance Action Information 3 2 4 2 2.5 0.5 Supervise Architecture User Research 3 1 1 2 1.5 1.5 Train Visual Design 5 4 5 4 4.5 0.5 Supervise Information 4 3 3 4 3.5 0.5 Supervise Design Interaction 4 4 4 4 4 0 Monitor Design Dev 4 2 2 2 2 2 Develop Knowledge Writing Skills 4 1 1 1 1 3 Hire 0=NR, 1=Occasional, 2=Basic, 3=Good, 4=Strong, 5=Exemplary
  17. 17. Something’s missing .....Personality
  18. 18. 4 core personalities Executor (achievement) Carer (affiliative) General (self-actualisting) Sovereign (humanistic-encouraging)
  19. 19. 22

  20. 20. ... building a dream team is not the end-game
  21. 21. “Specialisation has its advantages, but it also creates a situation where people just see their own little world instead of the entire context..” - Getting Real, 37Signals
  22. 22. “Organisations, which design systems, are constrained to produce designs that are copies of the communication structure of these organisations.”
  23. 23. = + fear 26

  24. 24. All too common occurrence... opportunities differentiation size of effort
  25. 25. All too common occurrence... Delighters Innovation Space Delighters differentiation Safety, Parity and Mediocrity size of effort
  26. 26. 90% 29

  27. 27. Greater UX ‘t’ is exponential Maturity... Influence drivers
  28. 28. Greater UX Maturity... Individualistic mindset Skill Specialisation
  29. 29. Greater UX Maturity... Collaborative mindset Skill Diversification
  30. 30. Greater UX Maturity... Influence drivers
  31. 31. Concept Workshops from little things big things grow
  32. 32. 1 September 2008 taking steps towards creating advocates
  33. 33. Great UX leadership involves a simple story: Who you are, what you stand for, and what others can expect from you. Has a compelling story about UX for the company Makes inclusivity an essential part of day-to-day activities
  34. 34. The UX Manager who isn’t afraid to fail, is a leader who is driven to succeed. Fail, fail often, fail fast and fail small. Manager owns (new) mistakes. You own improvement. Golden rule: “Only new mistakes are permitted”.
  35. 35. FOOTBALL IMAGE
  36. 36. “Your job is to touch everyone and get into their soul. Every moment you are in your office, you are useless.” - Jack Welch (CEO, General Electric from 1981-2001)
  37. 37. Encouraging beautiful transformation
  38. 38. Improving quality ... kai:
“change;
zen:
“small
good”

  39. 39. The team-oriented approach Qualities Our Approach: Open Design Forums Learning focused Fortnightly Systemic/Holistic Discuss project goals and measures Team sets criteria Open feedback Management sets cut-offs Roles at the door Non-judgemental Encourage PBL & Ownership
  40. 40. The management approach Qualities Our Approach: Design Circle Results-focused Held monthly Evaluates performance across Non-UX management involved projects Sets quality goals for team Establishes baselines Establishes future plans Evaluates performance Performance metrics Agrees on countermeasures Initiatives training Re-evaluates planning
  41. 41. What has worked well for us... Set clear, achievable and measurable goals for your team Individuals set project-level goals and measures Individuals own their outcomes UX Management establishes “goodness” Management challenges, not fixes Communication skills and coaching development
  42. 42. Change is possible...
  43. 43. Email: rfarmer@hutchison.com.au Available on SlideShare....
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