I've worked for a lot of idiot managers in my career. And then, one day, after I had become a manager, it dawned on me: Now I'm the idiot! Most of my career has been an exercise in “trial by fire” and this process worked well when I was a designer and was trying to master the art of the site map, wireframe, personas, and so on. In leadership, the option to start over or iterate hasn't always been readily available--nor as painless to my pride and my pocketbook. Many of these lessons haven’t been easy for me to learn. It’s been tough to simultaneously remove obstacles without becoming one, or learning how to say “no” (and the flavors of yes and no!) when I've also wanted people to be satisfied with me and the work I'm doing. However, these lessons have all helped me become better at managing to some degree, while instilling a strong sense of empathy for those people who either report to me, or bless their souls, manage me in one way or another.

1. RussUnger | @russu|GECapitalAmericas
Things I’ve Learned
from Leading
& Am Still
Learning!
Russ Unger | @russu | GE Capital Americas
UX Designers
The Top 2-3

2. Russ Unger | @russu | GE Capital Americas
Source: Money Ball

3. RussUnger | @russu|GECapitalAmericas
you’ll
EVERY NEW MANAGER, EVER:
Russ Unger | @russu | GE Capital Americas
Where’s
the
Manual?
(Almost)

4. Russ Unger | @russu | GE Capital Americas
Source: Money Ball

5. RussUnger | @russu|GECapitalAmericas

6. Russ Unger | @russu | GE Capital Americas
Source: Money Ball

7. Russ Unger | @russu | GE Capital Americas
Thereare nogrown-ups.We suspect thiswhenweare
younger,but canconfirmit onlyoncewearetheoneswriting
booksandattendingparent-teacher conferences.
Everyoneis winging it,somejust do it moreconfidently.
“
Pamela Druckerman
Source: NY Times: http://www.nytimes.com/2014/03/01/opinion/sunday/what-you-learn-in-your-40s.html

8. Russ Unger | @russu | GE Capital Americas
Thereare nomanagers.Wesuspect this whenwe are
younger,but canconfirmit onlyoncewearetheoneswriting
reviews,SOWs,slidedecksandattendingleadership retreats.
Everyoneis winging it,somejust do it moreconfidently.Everyoneiswingingit,somejust do it moreconfidently.
Source: NY Times: http://www.nytimes.com/2014/03/01/opinion/sunday/what-you-learn-in-your-40s.html
“
Pamela Druckerman

9. RussUnger | @russu|GECapitalAmericas
THE TEAM CHARTER

10. Russ Unger | @russu | GE Capital Americas
What is a Team Charter?
Aunifying planthat a team agreestoasitsrulesof
engagementandgoals andobjectives.
“

11. Russ Unger | @russu | GE Capital Americas
OUR UX TEAM
You can count on me. No matter what you do. You can count on
me. No matter where you go. I'm standing by your side. I'll be
right behind. No one loves you more than I do, Put your hand in
mine.
I can see a part of me in you. A little something special that
comes shining through. I hear it in your laughter, And I feel it
when you cry, I will be right there for you, Until the day I die. You
can count on me. No matter what you do. You can count on me.
No matter where you go. You can count on me.
TEAM PURPOSE
COMMITMENTS
TEAM FOCUS
•User Research
•Interaction Design
•Information Architecture
•Information Design
•Prototyping
•Usability Testing
AREAS OF GROWTH
You can count on me. No matter
what you do. You can count on
me. No matter where you go. I'm
standing by your side. I'll be right
behind. No one loves you more
than I do, Put your hand in mine.
PERCEPTION OF TEAM
You can count on me. No matter
what you do. You can count on
me. No matter where you go. I'm
standing by your side. I'll be right
behind. No one loves you more
than I do, Put your hand in mine.
Image Source © Time Inc.
It’s Like a Persona. For Your Team.

12. Russ Unger | @russu | GE Capital Americas
Team Purpose
• Whatdoesthis teamdo?
• Whatarewegoodat?
• Whatshouldwebeknownfor?
The UX team works with our customers to create useful
and usable designs that meets the needs of our users
and serves the business goals and objectives. We
understand our users--their needs, behaviors and
motivations and provide insight into how they use the
products that we design.
OUR UX TEAM

13. Russ Unger | @russu | GE Capital Americas
Team Commitment to Each Other
• HowDoWeWanttoWork
Together?
• WhatAreOurExpectationsof
EachOther?
The UX team works with our customers to create useful
and usable designs that meets the needs of our users
and serves the business goals and objectives. We
understand our users--their needs, behaviors and
motivations and provide insight into how they use the
products that we design.
We work with each other to share our knowledge and
grow and strengthen the team in all aspects of UX, and
beyond. We acknowledge and respect our peers, their
opinions, and the value of their work and will be critical
of work product, but not the person doing the work.
OUR UX TEAM

14. Russ Unger | @russu | GE Capital Americas
Focus Areas
• WhataretheTypesof Work
WeDo?
• User Research
• Interaction Design
• Information Architecture
• Information Design
• Prototyping
• Usability Testing
WHAT WE DO

15. Russ Unger | @russu | GE Capital Americas
Areas of Growth / Improvement
• WhereDoWeNeed More
Experience?
• WhatistheRationale forthe
Need?
• HowWillWeKnowWhen
We’veAchievedtheGrowth?
Experience Mapping
GROWTH AREA RATIONALE ACHIEVED BY
•Gets everyone involved in
identifying touchpoints
•Visually describes what the
user’s journey looks like
•Tell stories and craft
narratives from the user’s
point of view
•Orient teams around a
shared understanding of the
journey
•Expand on scenarios,
personas, and mental models
•Engaging in 1-3 Experience
Mapping activities this year
•Proving value through the
activities by stakeholder
approvals

16. Russ Unger | @russu | GE Capital Americas
Perception of the Team by Others
• HowDoWeWantOthersto
ViewOurTeam?
• HowDoWeBuildthis
Perception?
• HowDoWeKnowWe’re
There?
Experts About Our
Users
PERCEPTION HOW TO CREATE ACHIEVED BY
•Increase research activities
•Identify opportunities to build
usability testing awareness
and activities
•Including clients in the user-
related activities to show
them our process and
expose them to users more
frequently
•Increase the amount of client
collaboration that includes
user discussions
•Common theme/voice for UX
team
•Colleagues request our
expertise in speaking to
customers
•Colleagues and customers
recommend the UX Team’s
expertise to our colleagues
and customers

17. Russ Unger | @russu | GE Capital Americas
Signatures
• WeAllAgreetoAllofThis!
AGREED UPON BY

18. Russ Unger | @russu | GE Capital Americas
Benefits of A Team Charter
• IdentifiesYourTeam’s Purpose
• DefinestheTeamCommitmentto EachOther
• ClearlyArticulatesAreasof Focus &Expertise
• AcknowledgesAreasof Growth/Improvement
• ExplainsHowtheTeamWants to bePerceived
• ProvidesUnifiedAgreement
UX
^

19. RussUnger | @russu|GECapitalAmericas
CRITIQUE
Image Source © Time Inc.

20. Russ Unger | @russu | GE Capital Americas
New to Critique? Start Here.
Aaron Irizarry & Adam Connor
DiscussingDesign.com
Source: SlideShare: http://www.slideshare.net/adamconnor/discussing-design-the-art-of-critique

21. Russ Unger | @russu | GE Capital Americas
The Problem
Me
Howdo Imakecritiqueapart of our
culture,asa formalizedprocess?

22. Russ Unger | @russu | GE Capital Americas
Eachoneteachone.
“
Kim Goodwin
many

23. Russ Unger | @russu | GE Capital AmericasRuss Unger | @russu | GE Capital Americas
Critique
Buddies
WTF are
?

24. Russ Unger | @russu | GE Capital Americas
The Setup
L
BBB
L
BBB
M
• Select“CritiqueLeads”
• Manager assignsCritique Leads
• SelectTeamsof 3-4 Buddies
• Manager &LeadsAssign

25. Russ Unger | @russu | GE Capital Americas
How It Works
• Weekly30minutemeetingswithCritique Leads& Buddies
• Adhocmeetingsasneeded andas available
• Canonlyskip1week in a row
• Critiquecanworkboth ways
• Weekly30minuteCritiqueLeads& Manager
• Reviewthecritiques
• Critique&tweakthe process
B B B L
B B B L
B B B L

26. Russ Unger | @russu | GE Capital Americas
Buddy Meetings
• Startsveryinformally
• Gettoknoweachother
• Reviewof what’sbeing worked on,etc.
• DrivenbytheCritiqueLead

27. Russ Unger | @russu | GE Capital Americas
Buddy Meetings
• Shiftsto (slightly)formal
• Agendas,morestructured
pitch/presentation
• LedbytheCritiqueBuddy

28. Russ Unger | @russu | GE Capital Americas
Leader Meetings
• Reportsonprogress of the team
• Creates&updates“Critique Manual /
Guide”forteam
• ModifiestheCritique Buddyprogram
baseduponlearning
• SelectsnextCritique Leads (Quarterly)

29. Russ Unger | @russu | GE Capital AmericasRuss Unger | @russu | GE Capital Americas
That’s It!
Image Source © Time Inc.

30. Russ Unger | @russu | GE Capital Americas
Benefits
• Freesyour timeasprimaryreviewerof all design
• Identifiesleadersand leadershipinyour team
• Uncoversgrowthand training /learning needs
• Strengthens critiqueabilitiesacrosstheteam
• Increasesdistributedteam communication&interaction
• Improvesfacilitation& presentationskills
• Improvesdesignacross the team

31. RussUnger | @russu|GECapitalAmericas
MASTERING TIME

32. Russ Unger | @russu | GE Capital Americas
Slow. The. F. Down.

33. Russ Unger | @russu | GE Capital Americas
Work Hard.
Play Hard.
Bull Crap.
Source: http://gsh.tumblr.com/post/60206622542/everyone-plays-harder-i-dont-want-to-play

34. Russ Unger | @russu | GE Capital Americas
We Don’t Need Another Hero

35. Russ Unger | @russu | GE Capital Americas
Lighten Up

36. Russ Unger | @russu | GE Capital AmericasSource: https://signalvnoise.com/posts/3124-give-it-five-minutes
Give It 5 Minutes

37. Russ Unger | @russu | GE Capital Americas
5 Years
Whenyoufindyourself stressed,ask yourself onequestion:
Willthis matterfiveyears fromnow?
If yes,then do somethingaboutthe situation.
If no,then let it go.
“
Catherine Pulsifer

38. RussUnger | @russu|GECapitalAmericas
SO WHAT?

39. Russ Unger | @russu | GE Capital Americas
• TeamCharter
• Facilitation
• Collaboration
• Critique
• TimeisWorthYourTime
My 5 Key Take Aways
Non-Technical
Skills!

40. Russ Unger | @russu | GE Capital Americas
Source: Money Ball

41. Russ Unger | @russu | GE Capital Americas
• TeamCharter
• Facilitation
• Collaboration
• Critique
• TimeisWorthYourTime
My 5 Key Take Aways
Non-Technical
Skills!
• Bonus#1:LeadershipisMoreAboutYourTeamthanAboutYou
• Bonus#2:Keeponwinging it.Confidently.

42. Russ Unger | @russu | GE Capital Americas
Thank You!