I've worked for a lot of idiot managers in my career. And then, one day, after I had become a manager, it dawned on me: Now I'm the idiot! Most of my career has been an exercise in “trial by fire” and this process worked well when I was a designer and was trying to master the art of the site map, wireframe, personas, and so on. In leadership, the option to start over or iterate hasn't always been readily available--nor as painless to my pride and my pocketbook.
Many of these lessons haven’t been easy for me to learn. It’s been tough to simultaneously remove obstacles without becoming one, or learning how to say “no” (and the flavors of yes and no!) when I've also wanted people to be satisfied with me and the work I'm doing. However, these lessons have all helped me become better at managing to some degree, while instilling a strong sense of empathy for those people who either report to me, or bless their souls, manage me in one way or another.
4. Russ Unger | @russu | GE Capital Americas
Therearenogrown-ups.We suspect thiswhen weare
younger,butcanconfirmitonlyonce wearetheoneswriting
booksandattendingparent-teacher conferences.
Everyoneiswingingit,some just do it moreconfidently.
“
Pamela Druckerman
Source: NY Times: http://www.nytimes.com/2014/03/01/opinion/sunday/what-you-learn-in-your-40s.html
5. Russ Unger | @russu | GE Capital Americas
Therearenomanagers.Wesuspect this whenwe are
younger,butcanconfirmitonlyonce wearetheoneswriting
reviews,SOWs,slide decksandattendingleadershipretreats.
Everyoneiswingingit,some just do it moreconfidently.Everyoneiswingingit,some just do it moreconfidently.
Source: NY Times: http://www.nytimes.com/2014/03/01/opinion/sunday/what-you-learn-in-your-40s.html
“
Pamela Druckerman
7. Russ Unger | @russu | GE Capital Americas
What is a Team Charter?
Aunifyingplanthat a team agrees toas its rulesof
engagement andgoalsandobjectives.
“
8. Russ Unger | @russu | GE Capital Americas
Team Purpose
• Whatdoesthisteamdo?
• Whatarewegoodat?
• Whatshouldwebeknownfor?
The UX team works with our customers to create useful
and usable designs that meets the needs of our users
and serves the business goals and objectives. We
understand our users--their needs, behaviors and
motivations and provide insight into how they use the
products that we design.
OUR UX TEAM
9. Russ Unger | @russu | GE Capital Americas
Team Commitment to Each Other
• HowDoWeWanttoWork
Together?
• WhatAreOurExpectationsof
EachOther?
The UX team works with our customers to create useful
and usable designs that meets the needs of our users
and serves the business goals and objectives. We
understand our users--their needs, behaviors and
motivations and provide insight into how they use the
products that we design.
We work with each other to share our knowledge and
grow and strengthen the team in all aspects of UX, and
beyond. We acknowledge and respect our peers, their
opinions, and the value of their work and will be critical
of work product, but not the person doing the work.
OUR UX TEAM
10. Russ Unger | @russu | GE Capital Americas
Focus Areas
• WhataretheTypesof Work
We Do?
• User Research
• Interaction Design
• Information Architecture
• Information Design
• Prototyping
• Usability Testing
WHAT WE DO
11. Russ Unger | @russu | GE Capital Americas
Areas of Growth / Improvement
• Where DoWeNeedMore
Experience?
• Whatis theRationaleforthe
Need?
• HowWillWeKnowWhen
We’veAchievedtheGrowth?
Experience Mapping
GROWTH AREA RATIONALE ACHIEVED BY
•Gets everyone involved in
identifying touchpoints
•Visually describes what the
user’s journey looks like
•Tell stories and craft
narratives from the user’s
point of view
•Orient teams around a
shared understanding of the
journey
•Expand on scenarios,
personas, and mental models
•Engaging in 1-3 Experience
Mapping activities this year
•Proving value through the
activities by stakeholder
approvals
12. Russ Unger | @russu | GE Capital Americas
Perception of the Team by Others
• HowDoWeWantOthersto
ViewOurTeam?
• HowDoWeBuildthis
Perception?
• HowDoWeKnowWe’re
There?
Experts About Our
Users
PERCEPTION HOW TO CREATE ACHIEVED BY
•Increase research activities
•Identify opportunities to build
usability testing awareness
and activities
•Including clients in the user-
related activities to show
them our process and
expose them to users more
frequently
•Increase the amount of client
collaboration that includes
user discussions
•Common theme/voice for UX
team
•Colleagues request our
expertise in speaking to
customers
•Colleagues and customers
recommend the UX Team’s
expertise to our colleagues
and customers
13. Russ Unger | @russu | GE Capital Americas
Signatures
• WeAllAgreetoAllofThis!
AGREED UPON BY
17. Russ Unger | @russu | GE Capital Americas
Facilitators Do a Lot of Stuff
• What,When,Where,Etc.
Prepareactivity-specificdetails
• Organize theAttendees
Getting the right people,place,time
• Structure&Timing
Planningtheactivity/activities
• Follow-Up
Collecting& distributingoutcomes
18. Russ Unger | @russu | GE Capital Americas
What’s in a “Why?”
It’sprobablythemostunder-used
questionin allof business
19. Russ Unger | @russu | GE Capital Americas
Why “Why?” Matters
20. Russ Unger | @russu | GE Capital Americas
(Some) Types of Facilitation Activities
21. Russ Unger | @russu | GE Capital Americas
Kickoffs
22. Russ Unger | @russu | GE Capital Americas
Exploratory
23. Russ Unger | @russu | GE Capital Americas
Decision-Making
24. Russ Unger | @russu | GE Capital Americas
Team-Based Activities
25. Russ Unger | @russu | GE Capital Americas
And So On...
• RequirementsGathering
• Research/Interviews
• UsabilityTesting
• Workshops
• “Regular” Meetings
• EspeciallyCollaboration
26. Russ Unger | @russu | GE Capital Americas
Facilitators Do EVEN MORE of Stuff
• Define theTeams
• Define theGoal(s)
• Define theTask(s)
• KeeptheTaskonTrack
• KeeptheTaskonTime
• ProvideGuidance
• ProvideFocus
• Avoid Contributing
UnlessRequired;Guides
Through Group
• ProvideaFramework
• FollowAgenda
• AndMuchMore...
27. Russ Unger | @russu | GE Capital Americas
Facilitators Do EVEN MORE of Stuff
• Define theTeams
• Define theGoal(s)
• Define theTask(s)
• KeeptheTaskonTrack
• KeeptheTaskonTime
• ProvideGuidance
• ProvideFocus
• Avoid Contributing
UnlessRequired;Guides
Through Group
• ProvideaFramework
• FollowAgenda
• AndMuchMore...
29. Russ Unger | @russu | GE Capital Americas
Let’s
whiteboard this
out...
I’ll schedule a
quick brainstorm...
We’ll plan a
working session...
Can we
sketch out some
ideas together?
Opportunities for Collaboration Abound
30. Russ Unger | @russu | GE Capital Americas
Collaboration Is Everywhere
31. Russ Unger | @russu | GE Capital Americas
Collaboration Is Everywhere
32. Russ Unger | @russu | GE Capital Americas
2010:
We Don’t Show Our Work
(Enough)
33. Russ Unger | @russu | GE Capital Americas
UIis whatyousee.UXiswhyyousee it.
UXisaprocess.“ Joel Marsh
34. Russ Unger | @russu | GE Capital Americas
2014:
We Don’t SHARE Our Work
(Enough)
39. Russ Unger | @russu | GE Capital Americas
New to Critique? Start Here.
Aaron Irizarry & Adam Connor
DiscussingDesign.com
Source: SlideShare: http://www.slideshare.net/adamconnor/discussing-design-the-art-of-critique
40. Russ Unger | @russu | GE Capital Americas
The Problem
Me
HowdoImakecritiqueapartof our
culture,asaformalizedprocess?
41. Russ Unger | @russu | GE Capital Americas
Eachoneteachone.
“
Kim Goodwin
42. Russ Unger | @russu | GE Capital AmericasRuss Unger | @russu | GE Capital Americas
Critique
Buddies
WTF are
?
43. Russ Unger | @russu | GE Capital Americas
The Setup
L
BBB
L
BBB
M
• Select“Critique Leads”
• ManagerassignsCritiqueLeads
• SelectTeamsof 3-4Buddies
• Manager&LeadsAssign
44. Russ Unger | @russu | GE Capital Americas
How It Works
• Weekly30minutemeetingswithCritiqueLeads & Buddies
• Ad hoc meetingsasneededandas available
• Canonlyskip1week in a row
• Critiquecanworkboth ways
• Weekly30minuteCritiqueLeads& Manager
• Reviewthecritiques
• Critique&tweaktheprocess
B B B L
B B B L
B B B L
45. Russ Unger | @russu | GE Capital Americas
Buddy Meetings
• Startsveryinformally
• Getto knoweachother
• Reviewof what’sbeing worked on,etc.
• Driven bytheCritiqueLead
46. Russ Unger | @russu | GE Capital Americas
Buddy Meetings
• Shifts to (slightly)formal
• Agendas,morestructured
pitch/ presentation
• LedbytheCritiqueBuddy
47. Russ Unger | @russu | GE Capital Americas
Leader Meetings
• Reports onprogressof theteam
• Creates &updates“CritiqueManual /
Guide” forteam
• ModifiestheCritiqueBuddyprogram
based uponlearning
• Selects nextCritiqueLeads(Quarterly)
51. Russ Unger | @russu | GE Capital Americas
Slow. The. F. Down.
52. Russ Unger | @russu | GE Capital Americas
Work Hard.
Play Hard.
Bull Crap.
Source: http://gsh.tumblr.com/post/60206622542/everyone-plays-harder-i-dont-want-to-play
53. Russ Unger | @russu | GE Capital Americas
We Don’t Need Another Hero
54. Russ Unger | @russu | GE Capital AmericasSource: https://signalvnoise.com/posts/3124-give-it-five-minutes
Give It 5 Minutes
55. Russ Unger | @russu | GE Capital Americas
5 Years
When youfindyourself stressed,ask yourself onequestion:
Willthismatterfiveyears fromnow?
If yes,thendo something aboutthe situation.
If no,then letit go.
“
Catherine Pulsifer
57. Russ Unger | @russu | GE Capital Americas
• Team Charter
• Facilitation
• Collaboration
• Critique
• TimeisWorthYourTime
My 5 Key Take Aways
Soft Skills!
• Bonus:Keeponwinging it.Confidently.
58. Russ Unger | @russu | GE Capital Americas
Source: Money Ball
59. Russ Unger | @russu | GE Capital Americas
Thank You!