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Are you ready to manage UX?

Fiz Yazdi and Jesmond Allen's talk presented at UX Scotland and UX Cambridge 2016. We talk about our experience setting up our UX team at cxpartners and about working with clients including Nationwide Building Society and Bristol City Council to help them grow their own UX teams.

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Are you ready to manage UX?

  1. 1. Are you ready…
 … to manage UX? Jesmond Allen & Fiz Yazdi
  2. 2. Capability and capacity to manage user experience
  3. 3. Yay! UX is having its day
  4. 4. “Good user experience is clearly good for business. Studies show that companies that invest in UX see a lower cost of customer acquisition, lower support costs, increased customer retention and increased market share…
 Forbes.com UX is Good for Business, Nov 2015
  5. 5. Image: Hermann Kaser https://flic.kr/p/87iZa6 Strategy Cost Knowledge & IP Brand
  6. 6. “The digital estate is the brand offering
 Matt Hall
 Nationwide Building Society
  7. 7. “ Image: https://upload.wikimedia.org/wikipedia/commons/a/a8/ Leonard_Nimoy_William_Shatner_Star_Trek_1968.JPG It’s life Jim, but not as we know it
 Star Trekkin’
 The Firm
  8. 8. “We need partners to work with us, not for us
 Tracy Dodds
 Head of Digital Services Bristol City Council
  9. 9. Fiz Jesmond
  10. 10. Practitioner to coach Image: http://digitalcollections.nypl.org/items/ 510d47da-9911-a3d9-e040-e00a18064a99
  11. 11. http://v2.centralstory.com/about/squiggle/
  12. 12. https://upload.wikimedia.org/wikipedia/commons/f/f4/The_Scream.jpg
  13. 13. Case studies Astronaut Sunita Williams
  14. 14. Read more: www.cxpartners.co.uk/our-work/nationwide/
  15. 15. “I don’t expect service managers to become UXers, but I do need them to focus on user needs
 Tracey Dodds
 Bristol City Council
  16. 16. Read more: www.cxpartners.co.uk/our-work/bcc/
  17. 17. Image: Florian Richter https://flic.kr/p/c4QJzC We need new tools & skills
  18. 18. Image: extremetech.com Astronaut Sunita Williams 1. Form and advocate strategy 2. Build & nurture teams 3. Design tools & processes 4. Describe and embed culture
  19. 19. 1Form and advocate UX strategy Image: https://www.flickr.com/photos/upnorthmemories/2228550404
  20. 20. What do we mean by strategy? Image: Travis Thompson https://www.flickr.com/photos/aka_butters/13302595434
  21. 21. “Good design strategies are informed by the needs of people and are communicated through compelling stories of what and how to achieve a better future.
 Adaptive Path
  22. 22. “The people who have been most helpful to us have not been the best UXers, but the best communicators Matt Jukes,
 Office for National Statistics
  23. 23. Do your homework… Image: Russell Lee https://commons.wikimedia.org/wiki/ File:Louis_Sergent,_16,_who_is_in_his_first_year_at_high_school,_does_his_homework._Both_he_and_his_father_are_determined..._-_NARA_- _541288.jpg
  24. 24. Talk to senior stakeholders Image: Alexander Mokletsov https://commons.wikimedia.org/wiki/File %3ARIAN_archive_708339_Soviet_Women's_Committee_plenary_meeting.jpg
  25. 25. Image: "Rhinoceros" by Albrecht Dürer,1515 Develop a thick skin
  26. 26. 2Build & nurture teams
  27. 27. Image: https://www.flickr.com/photos/ 96136597@N05/8879421732/sizes/o/
  28. 28. http://www.meldstudios.com.au/ 2016/08/09/how-our-skills-matrix-supports- candid-conversations-with-staff/
  29. 29. Even better if… How am I…? Thank you!
  30. 30. Situational leadership (Hersey, Blanchard) 8-step change model (John Kotter) The change curve (Kublar-Ross) Objectives and key results (OKRs)
  31. 31. “It’s the individuals you help that makes it rewarding. You’re helping people build their careers.
 Neil Schwarz
 Senior Consultant, cxpartners
  32. 32. 3Co-design tools & processes Image: Florian Richter https://flic.kr/p/c4QJzC
  33. 33. Collaboration is vital
  34. 34. Choose your tools Image: Florian Richter https://flic.kr/p/c4QJzC
  35. 35. Put techniques & frameworks in place Image: http://digitalcollections.nypl.org/items/510d47dc-39c3-a3d9-e040-e00a18064a99
  36. 36. Processes
  37. 37. Design principles
  38. 38. ux.jisc.ac.uk Modular design systems
  39. 39. How-to guides
  40. 40. 4Describe & embed culture
  41. 41. Clan Value cohesion, participation, communication, a personal place, like a family, mentoring, nurturing, tight social networks Hierarchy Favours structure & control, co- ordination & efficiency, stability is importnat, smooth processes Market Results-orientated, getting the job done, values competition & achievement Adhocracy Dynamic, entrepreneurial; people take risks; values innovation, adaptability, growth, cuttings-edge services or products growth Flexibility Control ExternalInternal Competing Values Framework (Quinn)
  42. 42. Rituals Environment Communication Structures
  43. 43. “Cultures that ship great experiences are: adaptive, accepting of (reasonable) risk & failure, committed to quality, willing to prioritise, other focused Kim Goodwin
  44. 44. Image: eltpics https://flic.kr/p/nk6dzM “It’s ok, but they don’t have nice biscuits 
 Consultant, cxpartners
  45. 45. Be mindful of your culture https://gds.blog.gov.uk/ 2016/05/25/its-ok-to-say- whats-ok/
  46. 46. Better promise, more value Image: Stuart Tayler and live|work
  47. 47. You’re ready to… Strategy Team building Culture Tools … manage UX
  48. 48. Fiz Yazdi Director of Experience Design cxpartners @uxfiz Jesmond Allen Independent UX Consultant @jesmond