Bulletproof Communication Techniques; A UX Strategist's Guides


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The practice of user experience has grown more sophisticated, produced higher quality online products, and gained wider acceptance beyond the design community. Still, so many potentially wonderful experiences disappoint and many talented design teams are excluded from decisions that fundamentally affect the experience. Why? Two words: ineffective communication.
Attendees will learn specific, proven techniques that can be applied in their own work environment to streamline communication and build more team cohesion. Sarah will present a variety of tools and strategies that have proven useful and highly effective for building arguments, communicating clearly with stakeholders, building trust, and gaining a seat at the strategic table.
Attendees will leave empowered to apply these techniques in their own practice and develop their own tools to suit their personality and work environment.

Bulletproof Communication Techniques; A UX Strategist's Guides

  1. 1. Bullet Proof CommunicationTechniques: A UX Strategists GuideSarah B. Nelson, Principal of User Experience
  2. 2. hu man user experience
  3. 3. 50% of our job0% of our training
  4. 4. “The frightening and most difficult thingabout being what someone calls a ‘creativeperson’ is that you have absolutely no ideawhere any of your thoughts come from,and you have no idea where they’re goingto come from tomorrow.”— from “Art and Copy”
  5. 5. image of meeting room
  6. 6. work smarternot harder
  7. 7. essentialsbasic communicationskillsideascreative ways tocommunicate
  8. 8. essentialslisteningknow yourselfunderstand others
  9. 9. essentialslisteningknow yourselfunderstand others
  10. 10. Let’s do this*1. Meet the person next to you2. Choose a Listener and Speaker3. Speaker: Speak for 1.5 minutes4. Listener: Just listen. Don’t comment or speak.Talk about an object that you haveor want to have that you love.* thanks to Kevin Brooks for this great exercise
  11. 11. essentialslisteningknow yourselfunderstand others
  12. 12. “Emotional Literacy is made up of ‘the abilityto understand your emotions, the ability tolisten to others and empathise with theiremotions, and the ability to express emotionsproductively. To be emotionally literate is tobe able to handle emotions in a way thatimproves your personal power and improvesthe quality of life around you. Emotionalliteracy improves relationships, creates lovingpossibilities between people, makes co-operative work possible, and facilitates thefeeling of community.”— Charles Steiner
  13. 13. Fear
  14. 14. essentialslisteningknow yourselfunderstand others
  15. 15. essentialsbasic communicationskillsideascreative ways tocommunicate
  16. 16. participatory design
  17. 17. Designing with users, not for users.
  18. 18. st akeh old ers eitherUsers aren’t designers.
  19. 19. VP Marketing designer engineersdesigner CFO designer CEO VP Call Center
  20. 20. ideasgo visualditch the deckcreate experiences
  21. 21. apps-on.com
  22. 22. uistencils.com
  23. 23. other visual toolsworksheetsposterspaper dolls
  24. 24. persona idea numbercompelling title considerations for other personas clear space for ideas
  25. 25. designerdesigner CFO operations
  26. 26. other visual toolsworksheetsposterspaper dolls
  27. 27. These posters were used to add detail to a conceptthen evaluate its desirability to users, feasibility forimplementation, and viability in the marketplace.
  28. 28. other visual toolsworksheetsposterspaper dolls
  29. 29. ideasgo visualditch the deckcreate experiences
  30. 30. Foundation Engagement Concept Development Analysis & Vision Customer Research 4 weeksDiscovery 2 weeks 1 week2 weeks Interviews and Workshops Customer Interviews Concept Development Sketch and Concept Workshop Customer Identification & Prioritization Metrics Analysis Value Proposition Articulation Customer Testing Persona Workshop Brand, Visual, and Competitive Analysis Message Articulation ting Concept Development and Tes Rackspace Analyzing the results What is the best model for expressin g the Talking with Your Customers Did our hypothesis hold up? brand while delivering on the need s of customers? Your Customers tified customers? What is our hypothesis about our iden What opportunities exist? Do our ideas work? Who are they? What specifically do we need to know from them? What do you know about them? e now? Fanatical Will customers accept this? e? How are they experiencing Rackspac Imagining the Future Will it meet our success criteria? What do they want from Rackspac Support? a design and Wha t do you want them to experience? What do these findings mean from business view point? Understanding the Metrics e.com look like? Your Business How do people actually behave on the site? What could a re-imagined Rackspac What implications are there for product o erings and Experience Principles How will you measure success? Where are the bumps? What’s work ing? other Rackspace experiences? What KPIs are you using and are they the right ones? opportunities? experience be? Walk in the customers’ shoes are you striving for? Where are the What should the core aspects of the What outcomes What is the competitive landscape? n Focus, focus, focus Understanding the Competitio ors? petit How do customers think about your com Collaborate and include Your Organization Where does Rackspace sit in their mental mod el? What attributes are unique to Rack space’s culture? Where space could Rackspac e occupy if it doesn’t already? Hypothesize, make and test How will that culture a ect the success of this project? ? Who needs to be involved? And how Kim, and Sarah B. Nelson | prepared byt Dan Harrelson, Julie arch Engagement | April 27, 2011 Hot Studio | Proposal for Rackspace Strategy and Rese
  31. 31. Volvelle image
  32. 32. ideasgo visualditch the deckcreate experiences
  33. 33. design the process1) visualize the outcome2) know the attendees3) design it, then forget it
  34. 34. design the process1) visualize the outcome2) know the attendees3) design it, then forget it
  35. 35. design the process1) visualize the outcome2) know the attendees3) design it, then forget it
  36. 36. design the process1) visualize the outcome2) know the attendees3) design it, then forget it
  37. 37. thank you sarah.nelson@hotstudio.com www.hotstudio.com sarah.b.nelson@gmail.com www.sarahbnelson.com @sarahbeee sarahbnelson.tumblr.com