Trailblazer Community - Flows Workshop (Session 2)
Winning Hearts and Minds: Tips for Embedding User Experience in Your Organisation
1. WINNING HEARTS & MINDS: TIPS
FOR EMBEDDING USER
EXPERIENCE IN YOUR
ORGANIZATION
Michele Ide-Smith
Red Gate Software
2. “As their usability approach
matures, organisations typically
progress through the same
sequence of stages, from initial
hostility to widespread reliance
on user research.”
Jakob Nielsen
3. A bit of background
Photo by Kaptain Kobold http://www.flickr.com/photos/kaptainkobold/5359290323
4. About me
• UX Specialist at Red Gate Software
• I work on tools for tSQL developers
5. My UX journey…
Head of
Information
Interactive
Architecture
Production
MSc in Human
Computer
Web Web Interaction
developer accessibility
UX Specialist
1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
Web Strategy
Project Manager Manager
& Information
Architect Observed
usability
testing
6. UX maturity takes time
2006 2011
Occasional usability Dedicated UX Architect
survey UX techniques and skills
embedded
7. UX Maturity Model diagram from an article by @rfeijo http://johnnyholland.org/2010/04/16/planning-your-ux-
strategy/
In 5 years, we
got to here
8. How do you get started?
Photo by Sarah and Mike …probably http://www.flickr.com/photos/sarahandmikeprobably/4266668689/
18. Always point out something positive
as well as the negatives
Use familiar language e.g. ‘customer
focus’, ‘customer experience’
Photo by hatalmas http://www.flickr.com/photos/hatalmas/6094281702
25. A UX champion can help gain
organisational support and resources
UX rocks!!
Photo by Dunechaser http://www.flickr.com/photos/dunechaser/3538429942/
27. If you have budget available and
decide to use external expertise
28. Find a supplier who’ll work
Work collaboratively
collaboratively
And help transfer skills to in-
house teams
Photo by Lollyman: http://www.flickr.com/photos/lollyman/4424552903
30. Everyone in the team can learn to
do expert reviews, run usability
sessions or analyse data
Photo by Oblong http://www.flickr.com/photos/oblongpictures/5250948891
38. Usability testing is an invaluable way to
get early feedback on designs
Photo by Kaptain Kobold http://www.flickr.com/photos/kaptainkobold/5181464194
43. Observe people using your product in
real contexts – you might be surprised!
Photo by coleydude http://www.flickr.com/photos/27433628@N05/2596493033/
56. Invite the team to observe user testing,
then analyse findings together
57. Categorise the findings
Design solutions / ideas
become stories on the
backlog
Observers write issues on pink
stickies, observations on yellow
stickies
66. Benchmark, set targets and evaluate using
consistent metrics to show improvements
Photo by Alice Bartlett http://www.flickr.com/photos/alicebartlett/2363694581/
67. Example metrics
• Qualitative
– System Usability Scale (SUS) questionnaire
– Usability problems
– Satisfaction
• Quantitative
– Task completion
– Time on task
– Errors (number of errors and task failure)
– Conversion rate / funnels
83. A model for embedding UX
Collaborating
Developing UX Evangelising &
skills Communicating
Embedding Defining
Listening to
processes &
customers UX tools
84. “No matter how impassioned your
approach, it’s impossible to take a
company straight from UX indifference to
UX maturity. The demands are too
disruptive. Focus, as the undercover
manifesto suggests, on big change
through small victories, slowly winning the
hearts and minds and convincing your
team of the need for UX approaches .”
Cennydd Bowles, James Box
85. It can feel like climbing a
mountain, but working as a team
you’ll get there
Photo by Rob Young http://www.flickr.com/photos/rob-young/2835825416
87. Get in touch
Michele Ide-Smith
User Experience Specialist
Red Gate Software
e: michele.ide-smith@red-gate.com
@micheleidesmith
b: www.ide-smith.co.uk
Notes de l'éditeur
Choose a self-contained project
School closures page – analyticsLibraries – card sorting how people understand the term ‘your library online’OU – course listing on home page