Nuance, Language and the Subtle Power of Empathy 26 April 2022 Keynote Speaker: Jeannette Durick | Women in UX 2022 

The early years Early career Last 10 years 

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Curiosity Interest (in Technology) Enjoyment of learning 

The early years Early career Last 10 years 

A bit about me... • Web Designer / Business Analyst / Management Consultant / Product Manager / Digital Producer / Group Account Director / Practice Manager / Lecturer / Researcher & Practitioner (HCD, UX, CX, Service Design) • Online advertising / Digital marketing / e-Commerce / Travel / Software / Tertiary • APAC roles across Australia / US / Japan / China / Singapore / India / New Zealand markets 

User Experience (UX) Customer Experience (CX) Usability Interaction Design (IxD) Design Thinking Participatory Design (PD) Co-Design Human Computer Interaction (HCI) Inclusive Design Accessibility Employee Experience (EX) Service Design Human Centred Design (HCD) 

Some “war stories” As my career continued, I started to realise that all was not well in the world when it came to User Experience and Interaction Design. - Black and White Thinking (“Matt”) - High Level Solution Designs, Solution Architects and the user… who? (“John”) - There was also Sally, Fiona, Peter, Karen, Raj, Andrew… 

Sad but true… Source: http://yalantis.com/blog/role-of-a-product-designer-in-app-development-process/ 

The early years Early career Last 10 years 

Human-Centred Design and Design Thinking is not new… 

Mental models and Xerox photocopier (Suchman, 1983) https://www.youtube.com/watch?v=DUwXN01ARYg Example of technology that “works” but doesn’t work for its users… 

HCD history and international standardisation Participatory Design Scandinavian CSCW (Computer Supported Cooperative Work) Human Computer Interaction (HCI) Lucy Suchman “Plans and Situated Actions” (1987) work with Xerox & mental models design thinking Herbert Simon “The Sciences of the Artificial” (1969) - user research and rapid ideation ISO 13407 (1999) Human-centred design processes for interactive systems ISO 9241-210 (2010) Ergonomics of human-system interaction ISO 9241-210 (2019) Ergonomics of human- system interaction … Design Thinking Stanford University (McKim & Faste) “creative problem solving” Design Thinking is commercialised by IDEO’s Tim Brown & David Kelley (1991) 1980s 1970s 1960s 2010s 2020s 1990s Stanford’s d.school founded by IDEO’s David Kelley (2005) 

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Design Thinking: what it is and is not 1. Design Thinking is not a fad. It has been around since the 1970s (under different names). 2. Design Thinking is a common set of methods and tools, growing in use by business over the last 10-15 years. 3. Design Thinking is considered essential for companies who want to understand and support the ‘customer’ journey. 4. Design Thinking can make a huge difference to the success of a business, because it provides insight into needs, motivations and desires of users. 16 

Design Thinking Bringing together what is desirable from a human point of view with what is technologically feasible and economically viable. • Desirability: What makes sense to people and for people? • Viability: What is likely to become part of a sustainable business model? • Feasibility: What is technically possible within the foreseeable future? Source: IDEO, Design Thinking. https://www.ideou.com/pages/design-thinking (accessed August 2021) 

“You can use an eraser on the drafting table or a sledgehammer on the construction site.” Frank Lloyd Wright … errors cost about 10x more effort and money to fix later, in the delivery phase, rather than during design 

Human-Centred Design (HCD) – what is it? People Process (Business) Technology Focus on… Technology Process (Business) People Instead of… Creative problem solving, starting with the people you are designing for and ending with new solutions that balance human needs with business and technology considerations. HCD involves people at every step of the problem-solving process. 

- Business requirements - Technical requirements - Flow charts - Use cases / Scenarios** - Journey maps** - Service blueprints** - Personas** - Recommendations** - Wireframes** & Mock-ups** “Double Diamond” design process Ref: British Design Council, 2005 HCD outputs** used to communicate the user experience Design the “right thing” Design the thing, right HCD methods* used to explore the user experience - Contextual interviews* - Interviews* - Concept workshops* - User testing* - Card sorting / Tree testing* - Click tests* - Accessibility checklists VALIDATE - Co-Design workshops* & ** - Wireframes** - Card sorting / Tree testing* - Usability testing* - Expert review* - Heuristic review* 

Google Design Sprint Source: https://medium.com/productmanagement101/design-sprints-at-google-85ff62fed5f8 

IDEO Design Process Source: https://www.usertesting.com/blog/how-ideo-uses-customer-insights-to-design-innovative-products-users-love/ 

Service Design Thinking Process Prototyping Collaboration Visualisation Ideation Research Source: Stickdorn, Marc, and Jakob Schneider. 2011. This Is Service Design Thinking. New York, NY: John Wiley & Sons. 

What all these processes have in common: iteration A B C D E F G H 

Different methods and tools for different jobs • Different phases of projects will require different methods and tools. • Different projects will benefit from different methodologies. • Not all are necessary for every phase or for every project. 

Integrating HCD into a traditional IT project 

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Dispelling Ageing Myths in Technology Design Durick, Jeannette, et al. "Dispelling ageing myths in technology design." Proceedings of the 25th Australian Computer-Human Interaction Conference: Augmentation, Application, Innovation, Collaboration. 2013. Myth Reality the same older adults are diverse socially isolated and lonely older adults can and do have meaningful relationships a burden on society older adults can and do contribute to society chronically ill can and do manage age-related illness while maintaining wellbeing incapable of learning new, mainstream, technologies older adults have the capacity—but not necessarily the need—to learn new, mainstream technologies unable to use technology older adults can use technology, but ‘how’ and ‘how often’ is determined by design processes and societal attitudes 

What Success Looks Like? Not assuming others know what you know. Being open to learn what others know (even when you think you’ve heard it all). EMPATHY There is no place for arrogance… And let’s try to avoid buzz words and “fluffy” terms, such as: “Extraordinary” “Delightful” “Seamless” 

In terms of communicating the benefits of UX, how do you think we can reach success? 

Jeannette Durick Senior Manager, Customer Experience Company THANK YOU