empathy: not just for the customer - cal rowston, fjord
TRANSCRIPT
EMPATHYNOT JUST FOR THE CUSTOMER
“The user should know to click that”
- Unspecified team member
Cal’s Dad
“The user should know to click that”
- Unspecified team member
Cal
Customers
Team
• Understand your colleagues
• Building trust isn’t easy - but it’s worth it
• Respect your colleagues
3 key messages
WHAT IS CREATIVE CULTURE?
CREATIVE CULTURE
I WAS SPOILT
UX LEAD
UXDESIGNER
UXDESIGNER
UXDESIGNER
UXDESIGNER
UX TEAM
SCRUM TEAM
OLD SCRUM TEAM
Designers Scrum Team
NEW SCRUM TEAM
AGENCY LIFE
HELP?
TOUCHPOINTS OF A DESIGNER
CLIENTWORKSHOP
CLIENT STAKEHOLDERS CLIENT STAKEHOLDERSDESIGN TEAM
iRiS STAKEHOLDERS
DEVELOPMENT / PROJECT &PROJECT MANAGERS
Problem statementUser storiesSuccess metrics
PRESENT TOCLIENT
OUR DESIGN PROCESS
RESEARCHCompetitor analysisPersonasArchitectureCard sortExisting analyticsReview technical requirements
WIREFRAMESSketches/flat images orinteractive prototype
UI DESIGNVisual design, adhering tobrand guidelinesRapid Prototype to show interactionsHigher fidelity prototypewhere needed
WRITEACCEPTANCECRITERIAAdd to stories/tasks
STORY/TASKKICKOFFWalkthrough ofprototypes with dev’sand QAHandover of designs
DEVDaily catchups todiscuss progressVisual QAInteraction QADesign Sign Off Build
RELEASEPost release visual QA
MEASUREANDLEARNMonitor analyticsSurvey clients
USABILITYTESTING4-7 participantsCollate notes
Note all feedbackand amendsRequest signoff
PRESENTTO CLIENT
Feedback Feedback Feedback
Feedback
Testing notes
Participants
DESIGN TEAM
Feedback
CLIENT STAKEHOLDERS
DEVELOPMENT / PROJECT &PROJECT MANAGERS
Feedback
DESIGN TEAM
Feedback
Note all feedbackand amendsRequest signoff
iRiS STAKEHOLDERS
Requirements
CLIENTWORKSHOP
CLIENT STAKEHOLDERS CLIENT STAKEHOLDERSDESIGN TEAM
iRiS STAKEHOLDERS
DEVELOPMENT / PROJECT &PROJECT MANAGERS
Problem statementUser storiesSuccess metrics
PRESENT TOCLIENT
OUR DESIGN PROCESS
RESEARCHCompetitor analysisPersonasArchitectureCard sortExisting analyticsReview technical requirements
WIREFRAMESSketches/flat images orinteractive prototype
UI DESIGNVisual design, adhering tobrand guidelinesRapid Prototype to show interactionsHigher fidelity prototypewhere needed
WRITEACCEPTANCECRITERIAAdd to stories/tasks
STORY/TASKKICKOFFWalkthrough ofprototypes with dev’sand QAHandover of designs
DEVDaily catchups todiscuss progressVisual QAInteraction QADesign Sign Off Build
RELEASEPost release visual QA
MEASUREANDLEARNMonitor analyticsSurvey clients
USABILITYTESTING4-7 participantsCollate notes
Note all feedbackand amendsRequest signoff
PRESENTTO CLIENT
Feedback Feedback Feedback
Feedback
Testing notes
Participants
DESIGN TEAM
Feedback
CLIENT STAKEHOLDERS
DEVELOPMENT / PROJECT &PROJECT MANAGERS
Feedback
DESIGN TEAM
Feedback
Note all feedbackand amendsRequest signoff
iRiS STAKEHOLDERS
Requirements
BUILDING RELATIONSHIPS
BUILDING RELATIONSHIPS
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
FULL STACK DEVELOPER• Must care about the design process
• Let the designer set the direction
• Must sketch with the designers
• Must attend usability testing
BUILDING RELATIONSHIPS
BUILDING RELATIONSHIPSTIPS FOR BUILDING RELATIONSHIPS
• Explore their interests
• Reminisce about their work history
• Welcome criticism
WHINE AND DINE
INDIVIDUAL BEHAVIOURTIPS FOR YOUR BEHAVIOUR
• Refrain from ‘me’, ‘myself’ or ‘I’
• Don’t be precious
• 1-2-1 time with team members
(a+bi)i = ai+bi2 = -b+ai
"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
A CREATIVE CULTURE• Table tennis tables
• Nespresso machine
• Bean bags
• Chinos, jeans or trainers
A CREATIVE CULTUREFOR 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
EMPATHYNOT JUST FOR THE CUSTOMER
Cal’s Dad
REFERENCESTHANKS 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