Here are the session slides for 'Communication Kata - Deliberate Practice for Shared Understanding' presented by Andrew Annett and Susan Johnston on November 9, 2013 at Agile Tour Montreal
Effective meetings are essential to successful project management, helping to energize and connect the team. Unfortunately, too many project meetings are a waste of time!
Whether you're a meeting leader or participant, learn best practices for preparing for a meeting, facilitating and engaging in the conversation, capturing the conversation in meeting notes, and managing the meeting follow-through. This presentation was originally run as a workshop at the 2016 Weapons of Mass Creation event.
Effective meetings are essential to successful project management, helping to energize and connect the team. Unfortunately, too many project meetings are a waste of time!
Whether you're a meeting leader or participant, learn best practices for preparing for a meeting, facilitating and engaging in the conversation, capturing the conversation in meeting notes, and managing the meeting follow-through. This presentation was originally run as a workshop at the 2016 Weapons of Mass Creation event.
On average, 1/3 of the meetings we attend are a waste of time. Effective meeting preparation can help reduce the number of meetings you have AND ensure the ones you do have are worthwhile. The team from Meeteor shares how to prepare a thoughtful agenda. -- Originally presented at NY OpCon.
www.meeteor.com
10 Interactive Ideas to Improve Your Company MeetingsSlido
In this guide, you will find 10 inspiring ideas for how Slido can help you run more engaging all-hands meetings, accelerate learning at your training sessions and involve your remote teams in the conversation.
Learn more about Slido at https://www.slido.com
For more inspiration on running effective meetings, go to https://blog.sli.do/
Do you think all meetings are painful, time wasting, poorly run and unproductive torture sessions? If you hate meetings, you’re not alone. Practically everyone does, and although businesses have to run meetings, very often, meetings run businesses. More than just a drag, bad meetings can have a tremendous negative impact on productivity and the bottom line. Running productive meetings is a direct reflection of your leadership skills. Here are few tips that will help you run effective meetings without wasting time & energy.
For teams who frequently host meetings where not everybody is in the room, be it because they work remotely or happen to be at home, here are some helpful tips sourced from workers around the world. Initially put together by a team within Microsoft, we thought we'd share it in alignment with our mission to help every person and organization on the planet to achieve more.
Slides from a 1 hour conference workshop at Lean Agile Exchange 2020 conference by Suzanne Morrison and Caroline McDowall. Learn some tips and techniques to make your online meetings more inclusive and engaging.
Effective Telepresence and Remote CollaborationWill Button
Remote workers have become a mainstay, whether dealing with outsourced staff, work from home employees, or remote offices. These slides are from the Phoenix DevOps Meetup (07/27/2016) where I spoke about tips, tools, and techniques to enable better communication across remote teams.
Hosting Effective Online Meetings, Part 2LaDonna Coy
This is part 2 of a two part workshop on Hosting Effective Online Meetings. Part 1 covers what works, what doesn't and offers an online meeting technologies starter kit. Part 2 covers a Strength-based Meeting management Tool. The workshop was collaboratively developed by LaDonna Coy and Stephanie Nestlerode. Handouts and links are posted on a wiki page. http://technologyinprevention.wikispaces.com/Texas+Coalition+Webinars
This training slides is to help you achieve quick wins in meeting session. It is action based and would help in quick decision making. Please visit www.facebook.com/SalesEnergyTraning for the conversation on this training.
Collaborative Information Architecture (ias17)Abby Covert
You’ve worked hard on the information architecture models you’ve created but haven’t been able to sell them to the client, or your co-workers. Maybe the conversation around the IA has broken down into an unhealthy debate over semantics. In another scenario, you are tasked with creating a controlled vocabulary for a large organization that has a silo mentality and a lot of legacy content. Where to begin?
These scenarios will sound familiar to most IA professionals.
In this workshop, Abby will share her techniques for getting an organization that may have different ideas about how to organize and name content to agree upon a controlled vocabulary.
Abby will share specific tools in the form of diagrams, beyond the ubiquitous sitemap and wireframe, which communicate complex ideas. And she’ll share techniques for practicing information architecture with clients collaboratively.
I want to focus on the soft skills that make someone good at IA. So the lessons here are really about leveling up in skill set. Including:
- Conflict Resolution in IA
- Selling IA to others in your organization
- Improving stakeholder interviews
- Facilitating Low Fidelity Conversation about language
- Visualizing language with simple pictures to get clarity
On average, 1/3 of the meetings we attend are a waste of time. Effective meeting preparation can help reduce the number of meetings you have AND ensure the ones you do have are worthwhile. The team from Meeteor shares how to prepare a thoughtful agenda. -- Originally presented at NY OpCon.
www.meeteor.com
10 Interactive Ideas to Improve Your Company MeetingsSlido
In this guide, you will find 10 inspiring ideas for how Slido can help you run more engaging all-hands meetings, accelerate learning at your training sessions and involve your remote teams in the conversation.
Learn more about Slido at https://www.slido.com
For more inspiration on running effective meetings, go to https://blog.sli.do/
Do you think all meetings are painful, time wasting, poorly run and unproductive torture sessions? If you hate meetings, you’re not alone. Practically everyone does, and although businesses have to run meetings, very often, meetings run businesses. More than just a drag, bad meetings can have a tremendous negative impact on productivity and the bottom line. Running productive meetings is a direct reflection of your leadership skills. Here are few tips that will help you run effective meetings without wasting time & energy.
For teams who frequently host meetings where not everybody is in the room, be it because they work remotely or happen to be at home, here are some helpful tips sourced from workers around the world. Initially put together by a team within Microsoft, we thought we'd share it in alignment with our mission to help every person and organization on the planet to achieve more.
Slides from a 1 hour conference workshop at Lean Agile Exchange 2020 conference by Suzanne Morrison and Caroline McDowall. Learn some tips and techniques to make your online meetings more inclusive and engaging.
Effective Telepresence and Remote CollaborationWill Button
Remote workers have become a mainstay, whether dealing with outsourced staff, work from home employees, or remote offices. These slides are from the Phoenix DevOps Meetup (07/27/2016) where I spoke about tips, tools, and techniques to enable better communication across remote teams.
Hosting Effective Online Meetings, Part 2LaDonna Coy
This is part 2 of a two part workshop on Hosting Effective Online Meetings. Part 1 covers what works, what doesn't and offers an online meeting technologies starter kit. Part 2 covers a Strength-based Meeting management Tool. The workshop was collaboratively developed by LaDonna Coy and Stephanie Nestlerode. Handouts and links are posted on a wiki page. http://technologyinprevention.wikispaces.com/Texas+Coalition+Webinars
This training slides is to help you achieve quick wins in meeting session. It is action based and would help in quick decision making. Please visit www.facebook.com/SalesEnergyTraning for the conversation on this training.
Collaborative Information Architecture (ias17)Abby Covert
You’ve worked hard on the information architecture models you’ve created but haven’t been able to sell them to the client, or your co-workers. Maybe the conversation around the IA has broken down into an unhealthy debate over semantics. In another scenario, you are tasked with creating a controlled vocabulary for a large organization that has a silo mentality and a lot of legacy content. Where to begin?
These scenarios will sound familiar to most IA professionals.
In this workshop, Abby will share her techniques for getting an organization that may have different ideas about how to organize and name content to agree upon a controlled vocabulary.
Abby will share specific tools in the form of diagrams, beyond the ubiquitous sitemap and wireframe, which communicate complex ideas. And she’ll share techniques for practicing information architecture with clients collaboratively.
I want to focus on the soft skills that make someone good at IA. So the lessons here are really about leveling up in skill set. Including:
- Conflict Resolution in IA
- Selling IA to others in your organization
- Improving stakeholder interviews
- Facilitating Low Fidelity Conversation about language
- Visualizing language with simple pictures to get clarity
Throughout the years how teams worked has changed. There was a time when one person was responsible for all tasks, project management, business analysis, development and quality assurance and implementation. Then there was a swing to individual roles for each. Now, organizations are realizing the best approach is somewhere in between. Teams have to come together and determine what is necessary to reach their goals and determine who on the team is best to do the work.
This is easier said than done. This presentation will discuss the differences, in skills and tasks, which separate the team roles and discuss specific strategies for building a strong partnership between all team members.
Sparktivity Digital Transformation JumpstartKate Thompson
From the making of things to the making of ideas, all industries and all sectors are now being swept by the rising tide of digital disruption. It's changing the game for everyone, and it's creating a new landscape where only those agile companies will survive. If you’re not embracing these changes and using technology to your best advantage, someone else will.
In this webinar, you'll learn how to jumpstart organizational change. We'll share our proven blueprint for Discovery, and some techniques to activate your team and win back the time you need to get started.
You’ve worked hard on the information architecture models you’ve created but haven’t been able to sell them to the client, or your co-workers. Maybe the conversation around the IA has broken down into an unhealthy debate over semantics. In another scenario, you are tasked with creating a controlled vocabulary for a large organization that has a silo mentality and a lot of legacy content. Where to begin?
These scenarios will sound familiar to most user experience professionals. In this deck, I share my techniques for getting an organization that may have different ideas about how to organize and name content to agree upon a controlled vocabulary.
I also share specific tools in the form of diagrams, beyond the ubiquitous sitemap and wireframe, which communicate complex ideas. And techniques for practicing information architecture with clients collaboratively.
August BPN - Professional Development: Using Your Skills to Get Ahead and Hel...VolunteerMatch
As a corporate responsibility professional, you understand the importance of focusing on complex social issues and creating social change. But what about creating positive change in yourself to gain a wider and deeper perspective of your role and the overall work of your company? Learn how to step out of your comfort zone to gain professional development and how pro bono volunteering can be the answer for employee volunteerism.
In this month’s Best Practice Network (BPN) Webcast, hosted by ACCP, we’ll hear from two thought-leaders in volunteerism and professional development. Katherine Campbell, Executive Director at Council for Certification in Volunteer Administration (CCVA), manages professional credentialing programs for leaders of volunteers. Amanda MacArthur, Vice President of Global Pro Bono & Engagement at PYXERA Global, designs and implements corporate social responsibility programs for the public and private sector focused on skills-based volunteerism. Both have extensive backgrounds in designing volunteer programs that benefit the organization, company, and individual. Register now!
Amanda MacArthur & Katherine Campbell are authors in VolunteerMatch’s new book Volunteer Engagement 2.0: Ideas and Insights Changing the World. They are just 2 of the 35 volunteer engagement experts sharing their knowledge on what’s next in volunteer engagement.
Book details: http://bit.ly/1HsI5tQ
People can work together while living in different realities because everyone interprets the world in their own way. Assumptions, misunderstandings, information gaps, behavioural habits, biases – these often sit under the radar, affecting performance, motivation, and delivery. We call it ‘The Fog’, and it makes progress difficult, frustrating, and slow.
This session is all about team alignment for effective delivery.
Timothy Gallwey’s acclaimed The Inner Game teaches four parts to the learning process:
awareness of what is
focus of attention
own choice (regarding own decisions)
trust in self and team.
This transfers to the letter when it comes to developing the Agile Mindset and I specialize in helping teams with the first step. In this session, you'll learn about the research behind team alignment, you'll find out a structured team alignment process works, and you'll see results through a case study with Samsung.
We will workshop a few areas around 'perception differences' and I also offer a free Take the Team Test online tool to assess your team's behavioral and cognitive alignment. Anyone attending this session is invited to take the test in advance and share your experiences of it in this interactive session.
More details:
https://confengine.com/agile-india-2019/proposal/8017/take-the-team-test-and-clear-the-fog
Conference link: https://2019.agileindia.org
eLearning for Sales Success: Fulfilling Today's (Changing) eLearning NeedsEve Lyons-Berg
Watch the webinar on demand here: https://www.elearninglearning.com/frs/10087777/fulfilling-today-s--changing--elearning-needs
eLearning cannot be a “one size fits all” proposition. It’s not enough to post 1,000+ courses and leave training up to chance - even if your learners are already aware of their skill gaps, they’re not going to wade through hours and hours of content to find the one course that might help them. Fortunately, if you follow the advice in this webinar, they won’t have to.
Bryan Marriott, President of P1 Learning, will walk through the process of identifying learner needs, and then delivering training that specifically addresses those needs – in a short, effective, and entertaining manner.
This webinar will cover:
- Conducting a learner needs assessment
- The elements of effective and engaging eLearning
- Developing (or buying) training to fulfill learner needs
- Learning only works if they press play
Sue Johnston of It's Understood Communication presents at Scotia Agile Conference, Online, June 24, 2021
Being Wrong: What if the smartest thing you can do is give up the need to look smart?
How to help make meetings better when you are NOT the facilitator. Talk by Sue Johnston of It's Understood at Gatineau-Ottawa Agile Tour, Ottawa, 2019.
Conference presentation by Sue Johnston and Jason Little at Gatineau-Ottawa Agile Tour (GOAT) 2018. It's about how we stop underestimating the power of our personal networks and build, refine, amplify and activate them.
Talk by Sue Johnston at Agile + Beyond 2018, June 17.
Looks at the problems associated with people who work crazy hours to save the day, week after week, esp in Software.
Slides from presentation at Agile Tour Montreal 2017 by Sue Johnston and Marilyn Powers on communication gap between product side of business and building side of business
Presentation slides from session on empathy and communication between those with the engineering mindset (geek stance) and the rest of the population. Presented 14 November 2016 in Toronto
More from Sue Johnston, MBA + a bunch of other stuff (20)
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
2. PLEASE NOTE
SLIDES ≠ PRESENTATION
• These slides are designed to be viewed in
conjunction with a human being talking
and interacting with you.
• They may not make much sense without
that
5. Who are we?
Andrew Annett
•
•
•
•
•
•
Agile via: Project Management
Communication via: Coaching
Education: Poli Sci + Business
Mission: Improve outcomes with
feedback-driven methods
Last project: Improve a public
sector agency
Current project: Improve a
software product organization
Susan Johnston
•
•
•
•
•
•
Agile via: Professional Coaching
Communication via: Journalism
Education: Psych + Business
Mission: Help you change the
world, one conversation at a time
Last project: Wrote a book
Current project: Launch
a coach school
16. KATA 1
SCARF
S - Status
C - Certainty
A - Autonomy
R - Relatedness
F - Fairness
17. KATA 1
EXERCISE
SCARF POKER
SCARF cards – one set per person
Statement cards – one set per table
Someone reads a statement to group
Group members show the appropriate SCARF letter
Discussion:
• Why you selected that element of SCARF
• If statement violates SCARF, how you’d re-word it
21. KATA 2
EXERCISE
• You are on a project where the product
owner isn’t sharing information your
team needs to do its job.
• As the scrummaster, you need the info.
• You want to build a good relationship
with this PO.
1. Check your intention
2. Share your intention
3. Probe for his intention
25. KATA 3
EXERCISE
Place each statement where you think it belongs on the Ladder
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
The report is late.
You don’t respect my need for information on a timely basis.
The new system requires extra steps.
We have a difference of opinion.
You have a hidden agenda.
Every time I give you something to do, you let me down.
Nobody around here cares what users think.
I’m always last in line. Nobody respects my needs.
Only full time employees count around here.
You always disagree with me.
You’re not listening to me.
Jo put her vacation request in early.
Someone should have told me the rules about vacations.
Long term employees get preferential treatment.
28. KATA 4
Empathy Map
What does the person
THINK + FEEL?
What does the person
HEAR?
What does the person
SAY + DO?
What does the person
SEE?
29. KATA 4
EXERCISE
• Think of someone with whom your
conversations are not successful
• Imagine yourself in their context
• Complete the sensory information on
the empathy map
• Insights?
• How will that change your
communication?
30. KATA 4
EXERCISE
• Mona has been a project manager for
20 years
• She’s a very senior manager and is at
a pivotal point in her career
• Even though development teams are
adopting agile practices, she insists on
traditional plans, schedules and status
reports.
• The pain this causes is confusion
about organizational direction – are we
agile or not?
32. The Communication Kata
1. SCARF
2. Share Your Intention
3. Ladder of Misunderstanding
4. Empathy Map
33. Why Practise?
So we will
communicate
consciously
Practise and
repeat
a new kata
Over time,
this changes
people’s
mindsets
Long term,
this can
change a
culture
34. References + Resources
Books
Articles
•
Status and Self-esteem, David Rock
http://www.psychologytoday.com/blog/your-brain-work/200910/status-moreaccurate-way-understanding-self-esteem
•
SCARF, David Rock http://www.your-brain-at-work.com/files/NLJ_SCARFUS.pdf
•
Digital Empathy Map http://uxempathy.com/2012/10/digital-empathy-map
•
Intention Check, Jim + Michelle McCarthy http://www.mccarthyshow.com/online/