Design is no longer just the remit of designers. Everything from server infrastructure, to API design, to button interactions, to the colours in the branding can effect the user experience of the things we design and build. But when everyone on the project is making design decisions all the time, how can we ensure that they they’re the right decisions, and that when those decisions are made, everyone else is onboard? Lily will be talking about the qualities we need make design decisions successful, and what can happen when we struggle to motivate the people we work with to buy-in to the same approach.

1. Making design decisions stick
Service design & user experience @lily_dart lilydart.com
Building stronger teams for
better outcomes.

2. Service design & user experience @lily_dart
Making design decisions stick
We’re all striving for great user experience

3. Service design & user experience @lily_dart
Making design decisions stick
ExperienceUser Designer

4. Service design & user experience @lily_dart
Making design decisions stick
ExperienceUser Designer

5. Service design & user experience @lily_dart
Making design decisions stick
Experience

6. Service design & user experience @lily_dart
Making design decisions stick
Experience
front-end developers

7. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
front-end developers

8. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
product managers
front-end developers

9. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
product managers
front-end developers
QA’s

10. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
sysadmins
product managers
front-end developers
QA’s

11. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
sysadmins
product managers
front-end developers
user researchers
QA’s

12. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
sysadmins
product managers
front-end developers
user researchers
QA’s
dev-ops

13. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
sysadmins
product managers
front-end developers
user researchers
QA’s
dev-ops
brand designers

14. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
sysadmins
product managers
front-end developers
user researchers
QA’s
dev-ops
brand designers
copywriters

15. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
sysadmins
product managers
front-end developers
user researchers
QA’s
dev-ops
brand designers
marketing
copywriters

16. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
sysadmins
product managers
front-end developers
user researchers
QA’s
dev-ops
brand designers
marketing
copywriters
clients

17. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developers
sysadmins
product managers
front-end developers
user researchers
QA’s
dev-ops
brand designers
marketing
copywriters
clients
customer services

18. Service design & user experience @lily_dart
Making design decisions stick
Experience
back-end developerscustomer services
brand designers
sysadmins
product managers
front-end developers
clients
copywriters
user researchers
QA’smarketing
dev-ops

19. Service design & user experience @lily_dart
Making design decisions stick
User experience is a team sport

20. Service design & user experience @lily_dart
Making design decisions stick
Successful design doesn’t happen in isolation

21. Service design & user experience @lily_dart
Making design decisions stick

22. Service design & user experience @lily_dart
Making design decisions stick
front-end interactions

23. Service design & user experience @lily_dart
Making design decisions stick
front-end interactions
user journeys

24. Service design & user experience @lily_dart
Making design decisions stick
front-end interactions
user journeys
UI design

25. Service design & user experience @lily_dart
Making design decisions stick
application architecture
front-end interactions
user journeys
UI design

26. Service design & user experience @lily_dart
Making design decisions stick
coding standards
application architecture
front-end interactions
user journeys
UI design

27. Service design & user experience @lily_dart
Making design decisions stick
coding standards
application architecture
front-end interactions
user journeys
test coverage
UI design

28. Service design & user experience @lily_dart
Making design decisions stick
coding standards
accessibility standards
application architecture
front-end interactions
user journeys
test coverage
UI design

29. Service design & user experience @lily_dart
Making design decisions stick
coding standards
git workflow
accessibility standards
application architecture
front-end interactions
user journeys
test coverage
UI design

30. Service design & user experience @lily_dart
Making design decisions stick
coding standards
git workflow
accessibility standards
application architecture
front-end interactions
user journeys
test coverage
UI design
naming conventions

31. Service design & user experience @lily_dart
Making design decisions stick
coding standards
git workflow
accessibility standards
application architecture
front-end interactions
user journeys
test coverage
UI design
naming conventions

32. Service design & user experience @lily_dart
Making design decisions stick
Clear vision

33. Service design & user experience @lily_dart
Making design decisions stick
Clear vision
Good leadership

34. Service design & user experience @lily_dart
Making design decisions stick
Too many people view management as leadership.
It's not. Leadership comes from influence, and
influence can come from anyone at any level and in
any role.”
Kurt Uhlir
“

35. Service design & user experience @lily_dart
Making design decisions stick
Too many people view management as leadership.
It's not. Leadership comes from influence, and
influence can come from anyone at any level and in
any role.”
Kurt Uhlir
“

36. Service design & user experience @lily_dart
Making design decisions stick
Empathy
What's the most important skill of decision-making?
Knowing what drives people to make decisions.
Getting groups of people excited about an idea
requires understanding what motivates them. ”
Bryan Zmijewski
“

37. Service design & user experience @lily_dart
Making design decisions stick
A good leader is empathetic

38. Service design & user experience @lily_dart
Making design decisions stick
They understand our individual needs>
A good leader is empathetic

39. Service design & user experience @lily_dart
Making design decisions stick
They understand our individual needs
They listen to our expertise
>
>
A good leader is empathetic

40. Service design & user experience @lily_dart
Making design decisions stick
They understand our individual needs
They listen to our expertise
They listen to, and prioritise, our concerns
>
>
>
A good leader is empathetic

41. Service design & user experience @lily_dart
Making design decisions stick
Lack of commitment
When there is no empathy, you get:
to decisions

42. Service design & user experience @lily_dart
Making design decisions stick
“I decided not
to it that way”
Lack of commitment
to decisions
When there is no empathy, you get:

43. Service design & user experience @lily_dart
Making design decisions stick
“I decided not
to it that way”
Lack of commitment
to decisions
“The developer didn’t
follow my design”
When there is no empathy, you get:

44. Service design & user experience @lily_dart
Making design decisions stick
“I told the designer we
couldn’t do that”
“I decided not
to it that way”
Lack of commitment
to decisions
“The developer didn’t
follow my design”
When there is no empathy, you get:

45. Service design & user experience @lily_dart
Making design decisions stick
“I thought someone
else was doing that?”
“I decided not
to it that way”
Lack of commitment
to decisions
“The developer didn’t
follow my design”
“I told the designer we
couldn’t do that”
When there is no empathy, you get:

46. Service design & user experience @lily_dart
Making design decisions stick
Use empathy to connect with colleagues

47. Service design & user experience @lily_dart
Making design decisions stick
Understand what motivates them>
Use empathy to connect with colleagues

48. Service design & user experience @lily_dart
Making design decisions stick
Understand what motivates them
Take time to understand their concerns
>
>
Use empathy to connect with colleagues

49. Service design & user experience @lily_dart
Making design decisions stick
Understand what motivates them
Take time to understand their concerns
Consider colleagues needs as you would users needs
>
>
>
Use empathy to connect with colleagues

50. Service design & user experience @lily_dart
Making design decisions stick
Direction and focus
A genuine leader is not a searcher for consensus but
a molder of consensus.”
Martin Luther King, Jr.
“

51. Service design & user experience @lily_dart
Making design decisions stick
A good leader sets direction and focus

52. Service design & user experience @lily_dart
Making design decisions stick
They communicate goals, not details>
A good leader sets direction and focus

53. Service design & user experience @lily_dart
Making design decisions stick
They communicate goals, not details
They explain why those goals are important
>
>
A good leader sets direction and focus

54. Service design & user experience @lily_dart
Making design decisions stick
They communicate goals, not details
They explain why those goals are important
Open to change when change is necessary
>
>
>
A good leader sets direction and focus

55. Service design & user experience @lily_dart
Making design decisions stick
When it there is no direction and focus, you get:
Conflict

56. Service design & user experience @lily_dart
Making design decisions stick
“I know what my own
customers want”
When it there is no direction and focus, you get:
Conflict

57. Service design & user experience @lily_dart
Making design decisions stick
“I know what my own
customers want”
“This is best practice”
When it there is no direction and focus, you get:
Conflict

58. Service design & user experience @lily_dart
Making design decisions stick
“I know what my own
customers want”
“This is best practice”
When it there is no direction and focus, you get:
“Because I’ve been doing
this for 10 years”
Conflict

59. Service design & user experience @lily_dart
Making design decisions stick
“I know what my own
customers want”
“Won’t work because
of the flux capacitor”
“This is best practice”
When it there is no direction and focus, you get:
Conflict
“Because I’ve been doing
this for 10 years”

60. Service design & user experience @lily_dart
Making design decisions stick
Set goals for your work

61. Service design & user experience @lily_dart
Making design decisions stick
>
Set goals for your work
Don’t wait for someone else to define those goals

62. Service design & user experience @lily_dart
Making design decisions stick
>
> Define metrics to measure your success
Set goals for your work
Don’t wait for someone else to define those goals

63. Service design & user experience @lily_dart
Making design decisions stick
If something isn’t working, change it
>
>
>
Don’t wait for someone else to define those goals
Set goals for your work
Define metrics to measure your success

64. Service design & user experience @lily_dart
Making design decisions stick
Collaboration
Individual commitment to a group effort -
that is what makes a team work.”
Vince Lombardi
“

65. Service design & user experience @lily_dart
Making design decisions stick
A good leader facilitates collaboration

66. Service design & user experience @lily_dart
Making design decisions stick
They make space for new ideas to be considered>
A good leader facilitates collaboration

67. Service design & user experience @lily_dart
Making design decisions stick
They make space for new ideas to be considered
They empower teams to make their own decisions
>
>
A good leader facilitates collaboration

68. Service design & user experience @lily_dart
Making design decisions stick
They make space for new ideas to be considered
They empower teams to make their own decisions
They don’t claim personal credit for successes
>
>
>
A good leader facilitates collaboration

69. Service design & user experience @lily_dart
Making design decisions stick
Blame
When there is no collaboration, you get:

70. Service design & user experience @lily_dart
Making design decisions stick
“The feature
description was unclear”
Blame
When there is no collaboration, you get:

71. Service design & user experience @lily_dart
Making design decisions stick
“The feature
description was unclear”
“That bug is her fault”
Blame
When there is no collaboration, you get:

72. Service design & user experience @lily_dart
Making design decisions stick
“The feature
description was unclear”
“That bug is her fault”
Blame
When there is no collaboration, you get:
“The back-end is slow,
not the javascript”

73. Service design & user experience @lily_dart
Making design decisions stick
“The back-end is slow,
not the javascript”“The feature
description was unclear”
“That bug is her fault”
“The QA should
have checked that”
Blame
When there is no collaboration, you get:

74. Service design & user experience @lily_dart
Making design decisions stick
Facilitate collaboration

75. Service design & user experience @lily_dart
Making design decisions stick
> Be open to feedback and new ideas
Facilitate collaboration

76. Service design & user experience @lily_dart
Making design decisions stick
>
>
Be open to feedback and new ideas
Facilitate collaboration
Focus your communication on what is relevant to them

77. Service design & user experience @lily_dart
Making design decisions stick
>
>
>
Be open to feedback and new ideas
Focus your communication on what is relevant to them
Admit your mistakes, and credit others successes
Facilitate collaboration

78. Service design & user experience @lily_dart
Making design decisions stick
Be empathetic
When something doesn’t go as planned, take the time to understand why.
Use that knowledge to avoid lack of commitment to design decisions.

79. Service design & user experience @lily_dart
Making design decisions stick
Set direction and focus
Set goals to clarify that direction, and measure them.
Avoid the conflict that comes from incompatible individual opinions.

80. Service design & user experience @lily_dart
Making design decisions stick
Facilitate collaboration
Don’t be the “rockstar”; commit yourself to the success of the team.
Avoid the blame culture that stops others making the same commitment.

81. Service design & user experience @lily_dart
Making design decisions stick
Making design decisions stick

82. Service design & user experience @lily_dart
Making design decisions stick
Making design decisions stick isn’t about
writing better documentation

83. Service design & user experience @lily_dart
Making design decisions stick
It’s about building stronger teams
and being better colleagues

84. Any questions?
Thank you
Service design & user experience @lily_dart lilydart.com