Research your team first

Use UX research and active listening techniques to build trust within your team

Transcript

1. Matt Eng • UX Camp Home Edition • June 13, 2020 Research your team first Stop the pitch and gain understanding
2. I do design research @engmatthew did
3. I do UX design @engmatthew did
4. I do DesignOps @engmatthew
5. Communication with teams @engmatthew
6. Wider Team UX Team Enterprise Level setting @engmatthew
7. UX is new to the company Assumptions @engmatthew Team is small UX education is required
8. “No one listens to me…” @engmatthew
9. @engmatthew Elizabeth Gilbert Chris Voss Joe Navarro
10. Kim Goodwin’s talk on “Bringing back ‘human-centered’” at MidWest UX 2018 @engmatthew
11. @engmatthew
12. @engmatthew UX Designer Developer PM
13. UX Designer Developer PM Executive Team Architect Sales Client Dev Manager QA UI Dev Client Success Marketing @engmatthew
14. UX Designer Executive Team Developer PM Architect Sales Client Dev Manager QA UI Dev Client Success Marketing @engmatthew
15. Allowing one person to believe that he or she is a vessel for creativity and (innovation) is too much responsibility. “ @engmatthew -Elizabeth Gilbert
16. The UX team can be a stewards for user needs only by bringing in the voices of our wider team early and often @engmatthew
17. The UX designer’s experience @engmatthew
18. UX Designer • 2 to 3 years into her career • Started working on a small enterprise UX team • New to the domain of the product Hi, I’m Camille @engmatthew
19. Discovery Analysis Design Delivery @engmatthew
20. Discovery Analysis Design Delivery @engmatthew
21. Discovery Analysis Design Delivery Assigned to a UX team @engmatthew
22. Discovery Analysis Design Delivery Assigned to a UX team Discovers UX team is behind @engmatthew
23. Discovery Analysis Design Delivery Assigned to a UX team Discovers UX team is behind Dev team says they’re blocked @engmatthew
24. Discovery Analysis Design Delivery Assigned to a UX team Discovers UX team is behind Dev team says they’re blocked Skips ahead to work on designs @engmatthew
25. Discovery Analysis Design Delivery Assigned to a UX team Discovers UX team is behind Dev team says they’re blocked Skips ahead to work on designs Abandons efforts to test designs with users @engmatthew
26. Discovery Analysis Design Delivery Assigned to a UX team Discovers UX team is behind Skips ahead to work on designs Dev team says they’re blocked Pushes work over to development Demos and refines work Abandons efforts to test designs with users @engmatthew
27. • 5 months on the project • 20 weekly demos • 20 check-ins with PM and Dev • 40+ 1x1 with Dev for design walk-throughs • 8 demos for internal stakeholders and executives • 0 sessions with users Snapshot of time invested @engmatthew
28. -Dev retro “Design is slow or incomplete, and we have to do re-work” @engmatthew
29. -UX designer on a previous project “I had a hard time feeling I was doing any great work” @engmatthew
30. -UX designer on a previous project “I felt as if I had to defend myself every step of the way and that my work was taken as ‘suggestions’” @engmatthew
31. Camille • the UX designer • Be an ‘expert’ in her domain • Have a logical, articulate answer • Defend ideas at all times Hi, I’m burnt out @engmatthew
32. “No one listens to me…” @engmatthew
33. “No one feels heard…” @engmatthew
34. UX Designer Executive Team Developer PM Architect Sales Client Dev Manager QA UI Dev Client Success Marketing @engmatthew
35. UX Designer Executive Team Developer PM Architect Sales Client Dev Manager QA UI Dev Client Success Marketing @engmatthew
36. UX Designer Executive Team Developer PM Architect Sales Client Dev Manager QA UI Dev Client Success Marketing @engmatthew Safety Control
37. Visualize your wider team @engmatthew
38. Who are they and how do they influence the project? Stakeholder interviews @engmatthew Executive Team Marketing Architect Client
39. Interests Power Manage closely Keep informed Closely monitor Keep satisfied @engmatthew
40. Interests Power Manage closely Keep informed Closely monitor Keep satisfied Executive Team @engmatthew
41. Interests Power Manage closely Keep informed Closely monitor Keep satisfied Executive Team @engmatthew
42. Stakeholder Work Level of involvement R = responsible for the work A = accountable that work will get done C = consulted I = informed @engmatthew
43. What design work should we do? “Make it look good…” Level 1: Producers Level 2: Workshops in the workplace Level 3: Architects Level 4: Scientists Level 5: Visionaries @engmatthew
44. What design work should we do? “Make it look good…” Level 1: Producers Level 2: Workshops in the workplace Level 3: Architects Level 4: Scientists Level 5: Visionaries @engmatthew
45. Spend time one-on-one’s
46. Camille • the UX designer • Intimidated by managers, directors, and other higher ups • Unsure what to say or ask Hi, I’m nervous @engmatthew
47. Forget about “getting to ‘yes’” @engmatthew
48. @engmatthew Courage comes into play when you make someone feel heard on issues (where) the disagreement or anger might be. “ -Chris Voss
49. Get to “That’s right” @engmatthew
50. Set up the meeting Calendar invite • Ample time to get to know each other • Clear goal(s) and topic to discuss • Avoid competitive days @engmatthew
51. During the meeting Space • Quiet space free of distractions • Cameras on • Review goal(s) and key questions • Prompt and listen @engmatthew
52. During the meeting Space • Quiet space free of distractions • Cameras on • Review goal(s) and key questions • Prompt and listen @engmatthew
53. We can’t hide our true feelings. Our bodies will give us away every time. “ -Joe Navarro @engmatthew
55. Getting started Mirror • Prompt the participant • Mirror what you heard • Wait for a natural pause @engmatthew
56. Mirror Mirror • Prompt the participant • Mirror what you heard • Wait for a natural pause @engmatthew
57. @engmatthew
58. Mirror Mirror “not at all?” “I’m not thrilled with the process at all…” “Yes, because…” @engmatthew
59. Voice Slow and Low @engmatthew
60. Voice Slow and Low @engmatthew “not at all?”
61. Label the emotion Label
62. “You feel overwhelmed because of all of the feedback from different directions” “That’s right..” Label @engmatthew
63. “It seems like you’re frustrated with the design team. We have been slowing down the process” “It’s really not that bad..” Connect yourself to diffuse any concerns @engmatthew
64. Decide on goals and next steps Set a path “How can we ______________?” @engmatthew
65. Decide on goals and next steps Set a path “How can we help you with focusing all of the feedback?” @engmatthew
66. Takeaways @engmatthew
67. Interests Power Manage closely Keep informed Closely monitor Keep satisfied Executive Team PM Architect Sales Dev Manager Marketing Start with the big picture of the team @engmatthew
68. Listen @engmatthew
69. Get to “That’s right” @engmatthew
70. the Senior UX designer • Feel more conformable with establishing relationships • Mentoring new UX designers on how to set up and run stakeholder meetings • Recently promoted to senior role Hi, Camille @engmatthew
71. Matt Eng • UX Camp Home Edition • June 13, 2020 Thank you Any questions?