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UX of Management

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Have you been thrown in at the deep end as a manager?

Leadership is often treated as an innate skill - resulting in people repeating the same mistakes. Fortunately the skills we apply as UX practitioners to understand our users and customers can also be used to understand and improve our organisations.

As user experience professionals, we spend most of our time trying to get into the heads of our customers, trying to understand how best to make their lives easier as they use our products and services.

Ethnographic field studies help us to see what our customers do. Interviews let us dig deeper into how they think and behave. Persona enable us to identify and discuss different kinds of customers and their problems. Journey maps help show how our customers move through the services we provide.

As a manager, you have a different job.

As a manager, your users are the people within your organisation. The service you are helping create and improve is the organisation itself.

Learn how to look at management through a UX lens, and discover how to become a better leader by repurposing and expanding the skills you already have

Published in: Career
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UX of Management

  1. 1. The User Experience of Management Adrian Howard (@adrianh)
  2. 2. It’s not your job any more
  3. 3. https://en.wikipedia.org/wiki/File:Mary_Parker_Follett_(1868-1933).jpg “Management is the art of getting things done through people” — Mary Parker Follett
  4. 4. Makers' Schedule vs Managers' Schedule
  5. 5. Meetings are a waste of time
  6. 6. Meetings are a waste of time?
  7. 7. Meetings are a waste of time?
  8. 8. User research is a waste of time?
  9. 9. 1. One-on-ones 2. Meetings 3. Job Descriptions 4. Job Interviews 5. Career Paths 6. Gemba Walks User Interview Facilitation/Workshops Persona/Stories Behavioural interview Service Design Ethnography
  10. 10. One-on-ones
  11. 11. Active Listening
  12. 12. http://en.wikipedia.org/wiki/File:Christopher_Macsurak_Fran_Lebowitz.jpg – Fran Lebowitz “The opposite of talking isn't listening The opposite of talking is waiting”
  13. 13. SHUT THE F**K UP
  14. 14. Reflection
  15. 15. – Arthur Bloch “Every clarification breeds new questions”
  16. 16. Can you tell me more about … ?
  17. 17. Ask for stories
  18. 18. Open questions
  19. 19. Non-leading questions
  20. 20. Observations vs Insights
  21. 21. Meetings
  22. 22. Job Descriptions
  23. 23. "Knowledge of the latest software UX methodologies" "User flows, wireframes, visual mock-ups and usability testing" "Experience using HTML, Axure RP and/or Balsamiq for mockups" "advanced understanding of HTML, CSS, JavaScript and JQuery Skills" "3 years working with Sketch and Invision"
  24. 24. 3 years Candy Crush Experience
  25. 25. https://medium.com/@tsharon/pre-membership-design-team-lead-at-wework-ux-75053290e668#.zg0ff6srv
  26. 26. Job Interviews
  27. 27. https://en.wikipedia.org/wiki/File:Blank_whiteboard.JPG
  28. 28. https://en.wikipedia.org/wiki/File:Blank_whiteboard.JPG
  29. 29. Career Paths
  30. 30. http://rosenfeldmedia.com/books/service-design/
  31. 31. https://www.youtube.com/watch?v=CNhpzw3Lmro
  32. 32. Going to the Gemba
  33. 33. https://www.flickr.com/photos/philliecasablanca/3344142642
  34. 34. Ethnographic Field Work
  35. 35. 1. One-on-ones 2. Meetings 3. Job Descriptions 4. Job Interviews 5. Career Paths 6. Gemba Walks User Interview Facilitation/Workshops Persona/Stories Behavioural Interview Service Design Ethnography
  36. 36. The UX Style of Management
  37. 37. Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants? — Robert K. Greenleaf
  38. 38. Questions? Agile & Lean UX News — bit.ly/leanuxnews Adrian Howard (@adrianh) quietstars.com “I get it you should too” — @tonytphd “A treasure chest of recent lean & agile material” — @davidpetersimon “It’s one of the best newsletters out there” — @LadiesThatUXATL “You should subscribe” — @brownpf (and your stories)

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