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Empathy: Not just for the customer - Cal Rowston, Fjord

This was part of the UXPA UK March 2017 event. You can see the full video of the talk here: https://youtu.be/vKsYyGmxLuw
For videos of our recent talks, please check out our YouTube channel https://www.youtube.com/user/uxpauk

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Empathy: Not just for the customer - Cal Rowston, Fjord

  1. 1. EMPATHY NOT JUST FOR THE CUSTOMER
  2. 2. “The user should know to click that” - Unspecifiedteam member
  3. 3. Cal’s Dad
  4. 4. “The user should know to click that” - Unspecifiedteam member
  5. 5. Cal
  6. 6. Customers
  7. 7. Team
  8. 8. • Understand your colleagues • Building trust isn’t easy - but it’s worth it • Respect your colleagues 3 key messages
  9. 9. WHAT IS CREATIVE CULTURE?
  10. 10. CREATIVE CULTURE
  11. 11. I WAS SPOILT
  12. 12. UX LEAD UX DESIGNER UX DESIGNER UX DESIGNER UX DESIGNER UX TEAM
  13. 13. SCRUM TEAM
  14. 14. OLD SCRUM TEAM
  15. 15. Designers Scrum Team NEW SCRUM TEAM
  16. 16. AGENCY LIFE
  17. 17. HELP?
  18. 18. TOUCHPOINTS OF A DESIGNER
  19. 19. CLIENT WORKSHOP CLIENT STAKEHOLDERS CLIENT STAKEHOLDERSDESIGN TEAM iRiS STAKEHOLDERS DEVELOPMENT / PROJECT & PROJECT MANAGERS Problem statement User stories Success metrics PRESENT TO CLIENT OUR DESIGN PROCESS RESEARCH Competitor analysis Personas Architecture Card sort Existing analytics Review technical requirements WIREFRAMES Sketches/flat images or interactive prototype UI DESIGN Visual design, adhering to brand guidelines Rapid Prototype to show interactions Higher fidelity prototype where needed WRITE ACCEPTANCE CRITERIA Add to stories/tasks STORY/TASK KICKOFF Walkthrough of prototypes with dev’s and QA Handover of designs DEV Daily catchups to discuss progress Visual QA Interaction QA Design Sign Off Build RELEASE Post release visual QA MEASURE AND LEARN Monitor analytics Survey clients USABILITY TESTING 4-7 participants Collate notes Note all feedback and amends Request signoff PRESENT TO CLIENT Feedback Feedback Feedback Feedback Testing notes Participants DESIGN TEAM Feedback CLIENT STAKEHOLDERS DEVELOPMENT / PROJECT & PROJECT MANAGERS Feedback DESIGN TEAM Feedback Note all feedback and amends Request signoff iRiS STAKEHOLDERS Requirements
  20. 20. CLIENT WORKSHOP CLIENT STAKEHOLDERS CLIENT STAKEHOLDERSDESIGN TEAM iRiS STAKEHOLDERS DEVELOPMENT / PROJECT & PROJECT MANAGERS Problem statement User stories Success metrics RESEARCH Competitor analysis Personas Architecture Card sort Existing analytics Review technical requirements WIREFRAMES Sketches/flat images or interactive prototype UI DESIG Visual design brand guideli Rapid Protot interactions Higher fidelit where neede USABILITY TESTING 4-7 participants Collate notes Note all feedback and amends Request signoff PRESENT TO CLIENT Feedback Feedback Feedback Testing notes Participants DESIG Feed iRiS STAKEHOLDERS Requirements
  21. 21. BUILDING RELATIONSHIPS
  22. 22. BUILDING RELATIONSHIPS
  23. 23. FULL STACK DEVELOPER • Bachelor’s degree required in Computer Science or related field • Knowledge of multiple technologies including but not limited to HTML, XML, JavaScript, SQL • Has to be proficient in devops • Has to have a passion for code quality • Believes in working in 10X productivity
  24. 24. FULL STACK DEVELOPER • Must care about the design process • Let the designer set the direction • Must sketch with the designers • Must attend usability testing
  25. 25. BUILDING RELATIONSHIPS
  26. 26. BUILDING RELATIONSHIPS TIPS FOR BUILDING RELATIONSHIPS • Explore their interests • Reminisce about their work history • Welcome criticism
  27. 27. WHINE AND DINE
  28. 28. INDIVIDUAL BEHAVIOUR TIPS FOR YOUR BEHAVIOUR • Refrain from ‘me’, ‘myself’ or ‘I’ • Don’t be precious • 1-2-1 time with team members
  29. 29. (a+bi)i = ai+bi2 = -b+ai
  30. 30. "Everyone who's ever taken a shower has had an idea. It's the person who gets out of the shower, dries off and does something about it who makes a difference.” - Nolan Bushnell
  31. 31. A CREATIVE CULTURE • Table tennis tables • Nespresso machine • Bean bags • Chinos, jeans or trainers
  32. 32. A CREATIVE CULTURE FOR A TEAM TO THRIVE WE MUST • Understand each other • Know what excites each other • Understand each other’s strengths, weaknesses, goals • Share a view of success
  33. 33. EMPATHY NOT JUST FOR THE CUSTOMER
  34. 34. Cal’s Dad
  35. 35. REFERENCES THANKS TO THE FOLLOWING DESIGNERS FROM THE NOUN PROJECT FOR THESE ICONS • Scott Lewis • Krisada • Luis Prado • Gerald Wildmoser • Arthur Shlain • Ralph Schimitzer • TukTuk • Shashank Singh • Ghan Khoon Lay • Gregor Cresnar • Delwar Hossain • Johnathan Collie

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