In-depth presentation on tips and tricks to spread empathy for customers when doing design for business software. Presented as a usertesting.com webinar .

1. presents
Designing for Empathy
in the Enterprise
with Karen Cross
Host: Darrell Benatar, CEO of UserTesting
Tweet with other attendees:
#UTWebinar
Karen Cross
Design Manager at Atlassian
Connect with UserTesting
Twitter: @UserTesting | Facebook.com/Usertestingcom

2. “Unleash the potential in every team to change the world
through the power of software”

3. It’s about people Design for business Empathy at scale

4. It’s about people Design for business Empathy at scale

5. Create opportunity to engage.

7. Remove barriers. No excuses.

8. Watch what people do.

10. Minimize bias.

11. Minimize bias. Recover from it.

12. Visualize what you learn.

14. The purpose of a storyteller is not
to tell you how to think, but to give
you questions to think upon.
BRANDON SANDERSON
”
“

15. It’s about people Design for business Empathy at scale
Engage
Watch
Visualize

16. It’s about people Design for business Empathy at scale

17. Design for the 100%.

18. Hidden complexity is not always better.
Screenshot?

19. New users: Help them get started.

20. New users: Help them get started.

21. New users: Help them get started.

22. New users: Help them get started.

23. New users: Help them get started.

24. New users: Help them get started.

25. usage +14% Removing the story points

26. Incorporate flexibility for companies.

27. Design for flexibility.
Screenshot

28. Opinionated design: take a stand
?

29. Enable your design to scale.

30. Value standards.
Screenshot

31. Value standards. But allow them to grow.
tip: sharing patterns? fighting or encouraging them across
organization?
https://design.atlassian.com/

32. It’s about people Design for business Empathy at scale
100%
Flexibility
Scalability

33. It’s about people Design for business Empathy at scale

34. Catch all employees from day one

35. New hire onboarding FTW.

36. Slay the dragon.

37. Support

38. Build a playbook.

39. The playbook
HEALTH MONITOR
PHASES
PLAYS

40. Health monitor — a recipe for success
Full-time
owner
Balanced
team
Shared
under-standing
Values and
metrics
End-to-end
story
Readme
Depend-encies
Velocity

41. 3 phases — go with the flow
ENVISION IT MAKE IT IMPROVE IT

42. Publish and test the playbook.

43. Build out your plays.

44. Use videos and quotes everywhere.

47. It’s about people Design for business Empathy at scale
New hires
Playbook
Videos
Engage
Watch
Visualize
100%
Flexibility
Standards

48. Thank you!
KAREN CROSS • DESIGN • ATLASSIAN • @KARENMCROSS

49. UserTesting Enterprise
Accelerated learning + deep insights + your target
audience
db@usertesting.com