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#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
#SupportUX
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
●  UX Designer
●  EPAM Systems
●  Philadelphia, PA
#SupportUX
CTRL+Z
A UX Support Group
“Experience is
what you get
when you didn’t
get what you
want.”
-  Randy Pausch
Survey:
A Show of Hands
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Berated by a colleague
The Newsroom, HBO
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Not told what to actually change
Dexter, Showtime
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Personally Attacked
Mad Men, AMC
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Faced with Silence
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Minnesota Nice
Survey:
Hands are still up
The Challenge
Case Study
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Empathy is Key
Bruce Almighty
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
We are the worst examples
Battlestar Galactica, SyFy
We cannot offer kudos and
praise without also
supporting one another
through more challenging
experiences
How:
3 Methods
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
1. The Critique’s Critique
Agents of Shield, ABC
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Today’s Process
●  Quick emails
●  Skype
●  Slack
●  Basecamp
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
What’s Missing: Empathy
●  Motivations
●  Context
●  Personal Investment
●  Support and Awareness
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Solutions
●  Face to Face follow up (#face2facesales)
●  Require individual interpretations
●  Support your team
The Critique’s Critique
Case Study
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
2. Good Cop Bad Cop
The Lego Movie
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Today’s Process is Good Cop
●  Notes
●  Schedule Management
●  Support Client/Team Needs
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
What’s Missing: Bad Cop
The Lego Movie
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Benefits & Solutions
●  Safety Net / Barrier
●  Mitigate Frustration
●  Fresh Perspective
●  YOU MUST ASK FOR IT!
Good Cop, Bad Cop
Case Study
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
3. The Stakeholder Interview
Daredevil, Netflix
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Today’s Process
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
What’s Missing: People
●  The ‘Why Bother’
●  Understanding / Care
●  Motivations / Desires
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Solution: Conversations
Stakeholder Interview
Case Study
When?
Every. Single. Day.
Time for some improv
Showtime
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Volunteers Assemble!
●  Project Manager
●  Tech Lead
●  Umpire
●  and the front row...
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Set the Stage
It’s the end of Sprint 3. The agency of repute
and client team have gathered to review
progress and to solicit feedback on the latest
designs and features.
Let’s watch
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Afterwards...
After the meeting, the consultants return to their
offices to continue work on the project. The
following is unscripted.
Let’s watch.
Lessons Learned
Wrap Up
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Team Support is not Natural
Game of Thrones, HBO
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Support is a Basic Need
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
We are already trained
Ghostbusters
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
So…
●  Nobody is a stranger to experience
●  Debrief sessions – in person
●  Good cop/bad cop – team support
●  Stakeholder Interviews – individual support
●  All at no cost to time, budget or scope!
#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC
Let’s Enable Stronger Teams
Thank you
no, seriously. You rock.

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