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WORKSHOPS
Viviana Doctorovich
@vivdoc
The UX Designer’s Trojan Horse
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Have you ever
been a client?
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I have no idea what
they’re talking
about
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That is not what I
told them I wanted
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I think there is a
better way to solve
that problem
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I barely know them.
Should I trust them?
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• Fear of the unknown
• Fear of losing control
• Miscommunication
• Lack of trust
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WORKSHOPS
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Every second you
spend with your
clients and
colleagues is an
opportunity
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• Educating
• Creating shared ownership
• Talking and listening
• Gaining trust
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Personas
workshop
user centred
design
research
findings
creating user
champions
empathy
building
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User journeys
workshop
user centred
design
user centred
requirements
service
design
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Requirements
workshop
Agile
Lean
consensus
building
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Co-design
workshop
user centred
design
shared
ownership
design
champions
responsive
design
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How to build and
deploy your very own
designer’s Trojan horse
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DECIDE YOUR
STRATEGY
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PICK YOUR
PARTICIPANTS
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PICK YOUR
WEAPONS
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Group Individual
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Create
choices
Make
choices
Opening
activities
Closing
activities
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CREATE THE RIGHT
ATMOSPHERE
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EARN YOUR
PARTICIPANTS
RESPECT
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Assertiveness
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Assertiveness
Passivity Aggression
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Assertiveness
Passivity Aggression
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Assertiveness
Passivity Aggression
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Assertiveness
Passivity Aggression
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Assertiveness
Passivity Aggression
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• Listen well without interrupting
• State needs and feelings clearly, appropriately,
and respectfully
• Use “I” statements
• Speak in a calm and clear tone of voice
• Don’t allow others to abuse or manipulate
them
• Stand up for their rights
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I find it difficult to focus on my work if you
keep sending me these questions. Can you
please put them all together and we can
spend some time tomorrow resolving your
doubts?
Feelings
Feeling
Alternative
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I believe we agreed that the idea with
most votes would be the one taken
forward. Why are you asking to discuss the
ideas again?
Discrepancies
Agreement
Discrepancy
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I understand that you need this urgently,
but I have another deadline today. Can we
talk about this first thing tomorrow?
Priorities
Their need
Your need
Alternative
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You must respect
yourself and others if
you want to be
respected
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SET THE RULES
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• Mobile phone off
• Laptops closed
• Only one conversation will go
on at once
• Everybody must
participate
Workshop ground rules
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WARM THEM UP
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LISTEN
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“Listen first, then design”
- Michael Bierut
SECRET OF DESIGN # 1
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Listening is not the
same as hearing
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It seems to me that
you’re saying…
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Need
Interest
Position
What we say we want
What we really want
What we must have
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Need
Interest
Position
Make logo bigger
Increase brand awareness
Identity
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TAKE CONTROL OF
DIFFICULT
PERSONALITIES
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TRANSACTIONAL ANALYSIS
Parent
Adult
Child
Parent
Adult
Child
Nurturing
Controlling
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TRANSACTIONAL ANALYSIS
Parent
Adult
Child
Parent
Adult
Child
F
ree
Adapted
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Parent
Adult
Child
Parent
Adult
Child
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Parent
Adult
Child
Parent
Adult
Child
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STAY OUT OF THE
WAY
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CELEBRATE!
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You’re now a certified
Trojan Horse builder
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Fear of the unknown
Fear of losing control
Miscommunication
Lack of trust
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THANK
YOU
Viviana Doctorovich
@vivdoc