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UX NZ - teaching a cross-Tasman corporate web team to value UX

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I’m the UX guy in the digital team of a large corporate bank in Australia. On my first day someone asked me “from a UX perspective, should we go with the red or black button? By the way, we go live tonight.” To my new team, UX was a post-design addition that one guy – me – could do in isolation.

We’ll show you how to change a team’s awareness of UX, drawing lessons from a big organisation spanning Australia and New Zealand. We’ve saved time and money, helped the company’s bottom line, and tapped into the organisation’s world-class expertise in a range of disciplines.

We’ll also explain our plan to empower people to making their own UX decisions in the future.

This talk is for people who don’t know where to start. I’m talking to anyone whose team doesn’t know where a UX person fits. Learn how to prove your worth, get the team working with you, and change things for the better.

Published in: Technology
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UX NZ - teaching a cross-Tasman corporate web team to value UX

  1. 1. Teaching a crossTasman corporate web team to value UX. Four stories about building digital experiences, expressed through the medium of 2002 pop culture.
  2. 2. UX in the corporate world • Working with a lot of other people • Bringing the user into the room and the heads of people who specialise in all sorts of other things • Knowing we’ll never get anything perfect • Keeping an eye on a huge amount of work • Office politics meets education: “Championing” UX more than doing UX
  3. 3. Adam Kendall / @kendalls User experience specialist National Australia Bank (NAB) Max Johns / @mxdej Business lead, BNZ Before that: Online content specialist, NAB
  4. 4. When I got my UX job at NAB, I thought I’d be like this guy...
  5. 5. ...but it feels more like this.
  6. 6. Ok, we’re not that nerdy. But we’re still pretty nerdy.
  7. 7. And the coffee in the office still needs work.
  8. 8. My first day in the job “I’m so glad you’re here. We need help. From a UX perspective, should we use the red ‘Go’ button or the black ‘Go’ button?”
  9. 9. The journey my new team needs I know nothing about UX I know something about UX, but I need help I’m making my own UX decisions
  10. 10. 2002 In 2002, Max designed this site…Adam started his first IT job.
  11. 11. 2002 2002 Other pop-culture references from 2002.
  12. 12. I don't like people who come here saying: 'Ooh, we did it this way, we did it that way'. I just wanna go do it this way.
  13. 13. I have no idea what I’m doing.
  14. 14. Three singles in the year’s top 100. I know what I’m doing, but I need help
  15. 15. A day may come when courage fails, when we forsake our friends and break bonds of fellowship, but it is not this day.
  16. 16. I’m part of a great team, but I’m also a decisionmaker.
  17. 17. Let’s use these three characters from 2002 to help illustrate our stories... I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help
  18. 18. Story 1: José and forms UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help
  19. 19. We have lots of forms… heaps in fact. They were usually built to our stakeholders requirements, not to our users needs. The David Brent way of doing things. UX UX
  20. 20. These are three of our most used forms with lots of inconsistencies… the David Brent way of doing things. UX
  21. 21. We got Jose, our form builder to start thinking about forms from the users point of view… And creating a form style guide so he can replicate this stuff…. UX UX
  22. 22. This is what our forms look like now. A little less David Brent…. and a bit more P-Diddy. UX
  23. 23. Story 1: Summary UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help What we did here: • Started small: one person, one project • Got him thinking from the user’s point of view • Showed why consistency is important The downside: • David Brents involve UX too late – 5 weeks of extra work • UX seems like a lot of work when you realize that every other form is wrong, too The upside: • Our first UX convert (a bit closer to P-Diddy) • Better forms – happier users, more leads • Better processes
  24. 24. We also talk to our counterparts across the tasman to steal/borrow their ideas… Natalie Kerschner UX Specialist, BNZ @BrambleRose_Nat UX
  25. 25. We talk to our counterparts around the globe to start conversations … … and to recruit internal test participants. UX
  26. 26. Lunch and learn – informal sharing All of these things help us get a bit further from David Brent (I know nothing) to P-Diddy (I know something). UX
  27. 27. Story 2: International Payments We’re getting people a bit closer to becoming P-Diddy… UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help
  28. 28. International money transfers are confusing! UX
  29. 29. Here’s the site that used to help our customers… but it was terrible… UX
  30. 30. People were becoming P-Diddys because they asked for me first – and I convinced them to do some qualitative user testing… I also convinced our web team to help me do the testing. This meant they were talking to real users and hearing what they had to say… warts and all! UX
  31. 31. This is what the site looks like now, since the user testing… the developers and everyone involved had a direct connection between the users and the final designs. UX
  32. 32. Story 2: Summary UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help What we did here: • Got involved early by accepting an offer to help • Organised user testing and involved a lot of the team • Helped the team fit testing results into their work The downsides: • Convincing the team to be involved in user testing was like getting them to join a cult • Then organising them to attend the sessions was like herding cats The upside: • People had learned to think UX early • The team met, and talked to, actual users • Test subjects tell it like it is
  33. 33. Story 3: Locations tool UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help Moving people from P-Diddy and closer to Aragorn.
  34. 34. Our current locations tool was in need of a major redesign. UX
  35. 35. Let’s draw ...do a some ideas quick test... ...draw some more... UX ...and test again...
  36. 36. Here’s the result of using heuristic assessments on paper prototypes. Much much better…. UX
  37. 37. Story 3: Summary UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help What we did here: • Got them going and left them to it • Gave them the tools to do the job • Kept myself available so they could keep checking in The downside: • Technology issues – not released yet The upside: • Once I got the team started, they were making their own UX decisions • Proof that the processes I created actually work
  38. 38. Data before design We have a wealth of data that we need to look at before we even think about beginning a design. UX
  39. 39. Guerrilla testing We also test our paper prototypes with our colleagues before we put too much effort into high-fidelity designs. UX
  40. 40. Heuristic cards We use heuristics (rules of thumb) to test our paper prototypes… Source: Abby Covert - http://abbytheia.wordpress.com/2012/04/12/ia-heuristics-journey/ UX
  41. 41. Story 4: Special credit card offer UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help We’re finally getting some Aragorns…
  42. 42. Yo dude, I’m from the Agency. I just designed a shiny new campaign page! Wanna chuck it online for me? KTHXBAI.
  43. 43. Two of our colleagues went and got the data, did the paper prototypes, tested and assessed these, did the high-fidelity prototypes, tested and assessed, iterated until they got it right… And they did this all by themselves without a UX person – they just used the UX person for the final check before going live. UX
  44. 44. The final product of their work…. UX
  45. 45. How to get a corporate web team to value UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help When you’re dealing with David Brents: • Start small - even as small as one person, one task • Look for chances to introduce new tools in context (e.g. style guides)
  46. 46. How to get a corporate web team to value UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help For the P-Diddy phase: • Put together a “tool kit” – borrow other people’s good ideas, or build your own • Grow the team – get more people involved in UX • Get involved, in a balanced way. As people use the tools for themselves, check in regularly
  47. 47. How to get a corporate web team to value UX I know nothing about UX I know something I’m making my own about UX, but UX decisions I need help Once you have Aragorns: • Give them space • Work on the tools and processes, not the people
  48. 48. Thank you! Adam Kendall - @kendalls Max Johns - @mxdej

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