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Jen Harper - Order Taker to Influencer - lessons learned along the way

Jen Harper - Order Taker to Influencer - lessons learned along the way

Working on a project with complex stakeholders who either don’t see you or don’t understand the value of design? I’ve been there. I’ll share my experiences and lessons I’ve learned that helped me move from constantly butting heads to getting a seat at the leadership table.

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uxaustralia
PRO

April 28, 2022
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  1. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a W e UX, S cceed De T da , 28 A 2022 Ca i ned b : Ca mel D ne
  2. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 26 (MORNING TEA) MAGS HANLEY: All igh e e ne. If a e c ming in, c me in. S hi i fi c mm ni eake . Thi i Jen, h i a de ign lead a NAB. She a ed in he b ilding and c n c i n game. T da he i g ing be alking ab O de Take Infl ence - Le n Lea ned Al ng The Wa . JEN HARPER: Thank , e e ne. H ef ll I ill d i j ice. S da , hank f Mag ' in d c i n. I ill ake h gh me f he ke le n I ha e lea ned e m ca ee and he la fi e ea he e I a ed ff a a c n ac and hen ... kind f adi i nal ajec f ...b m e kind f f c ing in he c m le en i nmen ha I ked in. S I a in hi bjec ma e a nd b ine lending hich hen a ed c me in hing like e c m le bjec ma e , e b ad ...and he a e emba king n hi fai l ch nk digi al an f ma i n ha he an ed d . I hink e e ne had hi e ec a i n ha e can ma h i in i m n h and i ld be d ne and I hink n fi e ea in i I ha e j ej ined ha eam and ...in ha a ea. An a , e ill ge he e. S ha I an ed ake h gh da and kind f eflec n a he big le n ha I' e lea n , I g e , king in hi ace. The a ea I ill ake h gh a e m e ab beha i and i k and d ing elf- eflec i n. T e he cene behind me f he e le n I ill ca back a fe ea ag , I a king in he b ine , I a a eni UXe a ha in , e had a eam f 12 de igne king and e e e e m ch a ha in leade hi a ing . De ign a a he f ef n , i a a nd
  3. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 27 hi ...m del, making g ea c me and hen e c e ha ened a la ge gani a i n d and ke leade hi lef and a ne l came in and i ba icall fel like e nigh i a hi e f black mig a i n f ha jec and i kind f m ed f m ne b ilding i e an he b ilding i e and ld g l nch and and i g ne" and me ne el e a he e n . Then he e a hi ...i a e ca and hen e m ed d n he e. M ed he ne b ilding i e and e en iall ff he ba he c n e a i n ha e g b gh in he in he g am a , "Y a e UX. UX i ma ke ing. I j need ell he d c ." I a like, "Oka , hi i h i i a ing, c l." Then i hin eek he had 12 de igne d n f and e e e ill e ec ed deli e n all he c me b hi main me age a j de ign c een , d n' a k e i n, j d i . I a like, ka . Yeah, i kind f gi e me like igge . S like I aid he i alking ab ma ke ing. He came f m a ech backg nd. He a e m ch ab echn l g fi and he a ed hi nde f l echn l g f nc i n hich a e cellen b he kind f di ega ded he fi half f he ce f d c i n and de igning f need deli e . An a a l f he le n ha e c me f m king in ha en i nmen a a akeh lde . Kind f like V ldem , I did ick name him " he eac ck". F me I a c ming in k e e da and h am I d ing hi , I am c n an l figh ing and b ing head i h hi n . The fi ime I me m c ach a NAB and aid, "The e i a men in leade hi g am" I hink h ld g i h ha . . The fi ac i i I did in ha leade hi g am a a DiSC file a e men . Ha an ne d e a DiSC file? C l. Did ha e ligh b lb m men ? Ye , i i ama ing. A ick 101 in DiSC. I i e en iall . Y can fle in and ce ain a ea and ha hi did f me i did ha fill i . Tha i , "Tha ' me n a age, ha i e ac l h I am." F me I'm e m ch i ing a he
  4. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 28 high C, high S ace. I am an e ad an . Gi e me ead hee , c l mn , g id , ce , de , I l e i . I l e i . I end m h lida d ing E cel ead hee , I l e i . I did hi a e men and a like, "Y kn ha , he' a high D" and I g e b a f O m i , a ha acciden , e g ge he and he a a big e f ...and I a he e g . (LAUGHTER) S aigh a a I g ...immedia el I c ld em i n f i . Thi i n a e nal a ack, hi i j he h and hi i h I h and e a e j diffe en and ha i ka . I i diffic l b i i ka . S a g e ff he back f d ing hi DiSC file a e men , n acking beha i f me i eall iden ified ha a e eng h and ha a e eakne e . Wha f en i nmen ill e me h i e in and ha i m i a ing . I hen a ed C b ain and, "M de k" e m ch a D and ked i igh a a b ha i hen did a in he di c e ha e de ign jec I c ld a ail ing m e en a i n le he diffe en e le i h he diffe en e nali ai . He a e m ch e he ac i n, he c me ha d need f m me I can e m ch ake m elf and I a e m ch ab ge ing he line, b eaking i d n, he e i he e ea ch, he c ldn' ca e le b I had ail i and change i . Wha i al did a i ... e m ch ha ill find a e in c mf ne and ill nd elf i h he ame e le. I e m ch had a l f S and C g ing a nd. The e e e e man in he i age a ell b he D n e m ch b I had ne, and he a a i i e high D. Hi me age a j , "Wha c ld I d " he became ha nding b a d f me. O he e le e e like, "Y can' ha a n a high D, i i m ch n him." S e , e hel f l. Le n 2, I'm glad b gh i bef e a nd i k . One hing I had lea n a being a leade , ha ing he eam k a high le el akeh lde n acking hei im ac f hei deci i n and b inging
  5. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 29 i k in he c n e a i n. S again, ame f ime ace i h hi b hi i m e f c ed n he d c manage ha I a king i h and a l f i a ha ing g he can make ff he ade- ff call , he e a e a l f hing n he able, ha I can nde and i g ing if make ha deci i n hi i he ng ing im ac f ha deci i n b ha I al had d a a de ign eade an ne king in he eam a a l king a he em I am king in. S l king a i k i elf, n , f me i k ha man defini i n , de ending n he i e ha a e king he eam ha a e a a f, i ake n man face , f me he e a e j kind f he e am le ha I ha e had k in. I g e he ne ha I ha e n acked a l m e e he ea , and he ne I an ch n ickl , i he fi ne he e a nd e f mance i k . Like an b d , he e e k, a e f mance c e ca d ha e KPI c eca d , ha ma c n ci l nc n ci l ...deci i n ha make in k. S ha i me hing I g e can in d c b n make a d c call ake ec mmenda i n ha ill al ...financial benefi ...financial e ice e a e a hea il g e ned ind b eg la b die and legal licie a l f ha can infl ence deci i n a ell. S me ime can ha e an ini ia i e ha c me in and i i e m ch ... e j ha e d i . S he e i n ime f he be l ima e e e e ience ible. Y j ge me hing ge i he d . Techn l g , I h e ...i i j a c nce . B ha I a ed d i le e age ha c nce back ech deb and ef ame i a e e ience ne . Tha i ha la i em he e ha I a ed b ing in he im ac f deci i n ha d c mig a i n ge he a making a a nd ...ini ia i e n nl d e ge a ech deb b he e i e e ience deb ill inc a ell. I hink ge a ha back la e . Tha ld be kind f ha d if e did ha e he e n ell a he a e
  6. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 30 ld hen g , "He , kn ha , if make ha call ha i n g ing be ha me ic" ha e eali e ha a he end f he jec . Wha I lea ned f m m de ign ce and mee ing de ign eam i m e l king d m n kind f di c e f akeh lde I k i h. I ill d a f ame k ...b hen I a kind f j h gh c n e a i n , I'm ac all - Ale a and Si i in m eam beca e I ill j g and find ha inf ma i n. A I a g and find ha d he l k f , ha a e he he i k ha a e in hei ld beca e a m ch a e l e UX be hei le f c i i n , he e a e a l f he c nce la ing. Wha I did h gh a ake ha in angible c nce f e e ience deb and make i angible b incl ding i in he deb egi e imila h echn l g enginee ld e i I ld l g e e ience deb e c ld a e en ff, e did he e e ea ch, he e i he ec mmenda i n, e de igned i hi a and e de ign i g again ha . I am g ing l g i and a n a a ach a name me hing, i change he c n e a i n. I a g ing c l, a e he deci i n make , hi i he deci i n ha e made, he e i he im ac f ha deci i n and he e i al h h ld emedia e i and hen e can feed ha back in - f he back in e i n d n he line g ing, "Y kn h can' c e fi e fea e , ha e b ing ...in." I eall hel making i angible. Tha la ne he e, engaging a i k a e men , de end n he gani a i n k i h he ind a e a f. I kn in he la ge ind , I g e financial e ice , in ance, ene g , ha f ff, h ld ha e a i k a ne ha can a n he h lde , b ing hem in h e ini ial b iefing beca e he a e g ing be he SME f i k, he can a , "I ld ab ... i k b hi i al e i ed." Y can a checking c nce . D eck n ... he b e . Y change he c n e a i n ab making ha c i ical ide f he ce ha n mall a k man
  7. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 31 ce e , P e P in , ead hee and all ha kind f ja , hen a e incl ding i k in he e e e ience and can ell ha back he akeh lde , "Y kn h had i i k ed flag again ha ini ia i e, e ha e elimina ed h e and he a e n embedded in he de ign and he e i n f he k he d ne." A ma i e al e f ne . The la le n he e me ime can d , ha e icked all he b e , ha e he be f f a d, c ea ed ec mmenda i n , ama ing and hen ill ge ha , ill n g ing d i . The behind hi le n a ha a ic la n . He came in lead hi g am i h hi edefined di ec i n ha he an ed ake he he i aligned he e f i n . The fi hing e did a hi ne la f m e e ience c lleag e and he al ead had an e i ing l i n. I didn' k, i didn' he j b ha he did beca e he na e f hei k a fle ible, igh inf ma i n, igh ime j m in he a an c me back he a . I a n' a linea ...f en e. Thi a ca aci , ne a , n in l ed in hi a lica i n. I a like, "Oh m G d I li e all ha e all f he e ea ch, I c l c ded i " n , n g ing d i . I had e m ch e a a and g , "Oh m G d, I had e a a " a l ng alk and a bi f e ail he a . B ha ha ened ff he back f ha a - n ha ne I en and ke HR, I a like hi g , I d n' kn h m ch I can ef ame hi . The e e like i ' n him. If hi g e ng i ' n him. Y ha e d ne j b. Y ha e i all d c men ed ake a b eak and e a a . I g e ha lea e ha ec nd in he e ha cann emb ace deci i n ha a e al ead made. A m ch a , me, I ied. I a j me I a bea ing . I a la e all n he e ge f he ne b eakd n. I had g , "All igh , i i d ne." Then I g ha gl i m men a he end he e I h lida ed f a fe eek and I came back and he elea ed
  8. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 32 i and he ini ial feedback ha came back a , "Thi i c a , I'm n g ing e i . I'm n ing he la f m. I am j g ing d i he ld a ." I a anding a m de k and king and he came e and a ed me n he h lde and he a like, "Y e e igh , I a ng." I a like, "Did ha ac all j ha en". F me i a ...I a like, "Oh m G d I ha e d ne i . He ha li ened me." Then he c n e a i n changed. J d he i e and d he de ign. I ...infl ence he di ec i n and i hel ed me ge he de ign eam be ge ing m e in l ed in d c i n and hel ed me a ne i h and hake i . The l e-ha e became m e f a l e ela i n hi b i k a l ng a ge he e b I g he e. S if an hing ake a a f m he le n I ha e lea n and ha ed i h da n mbe 1, d a i k file a e men . The a e f ee. I i ka , ame f f ame k, ge an an e . I i li e all he g ea e ligh b lb m men ill ha e. I i j a i n' be he e ge he b i i a in in ime. I i like, "He e I am igh n . I am ha ing he e c n e a i n and ha ace d I need need lean in m e." A a h le a ach a a de igne , a a de ign leade , e an e a e a if hi j b a b ine . The e i ne iece f ad ice I g gi en f m he he i i e high D akeh lde I ked i h i he i like, "Jen hi , i de ign eam, I am c ming a an agenc h d an ...? Wha i i ha an be eali ed f ? Wha i i ha an be emembe ed f ?" If he di ag ee , ha ' fine, hi i b ine . La l he e I c ld a i a a ha ending. W ld i n g ing change e nigh . I d e n' . I i a ha d l g. Y d ha e ha e me ne ge he e b i i ell h i . Y can ef ame i and ake e nal i k . De ign i ac ice, can be a a ne k i h a he han b ing head and making he e n - i can cancel
  9. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 33 mind e ... ha ' i . MAGS HANLEY: An e i n f Jen. >> I j an a ell d ne. >> I l e ha , I ha e defini el been in a i a i n he e can' ge ...i i nice change elf a bi . JEN HARPER: I ' n king ... hi bea if l an i i n. >> A e me, hank m ch. >> I ha e a e i n in en i nmen he e a e facing ad e i f m - h d f a ec nd and hink elf - ha a egie d e kind f ll he em i nal fla - b he nd f i ...m men ? JEN HARPER: N ea il . I ha e eall f c and m a en i n he e. I can ee a f iend like, "Oh m G d he a e g ing ff he Rich e cale" I ha e k n ha a bi . Wha I decided d i - I g e m bigge hing i a nd aining - c l, hank f ha and le me hink ab i . I ha e me immen e e e hel an e h d e an e n he . Tha i c l, eall g ea . B I g e he e am le i h d e i k a nd m elf. I had a akeh lde h a a ma i e - I i in ac ice - I had an he f iend make ... e'll g c l, a e me, hank f feedback and e ill c n ide ha . I a n' c n ide ing i , i a a bid idea. I a n' g ing ell him ha , I a g ing a , "A e me, hank f ha ." O he ime I g , "I'm
  10. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 34 g ing g ge a c ffee" j ge , g f a alk. I i n medi a i n b m medi a i n i a alk, e'll g ge c ffee and f me ea n being in he en ai i a - I'm n acking 1,000 h gh g ing h gh m head and I a g , "Yeah, e alked ab hi " b babl he bigge ne i em ing m elf f m he i a i n me ime beca e I ge e a i na e and e hea ed I ha e g , "N GOT g ge a c ffee and c me back. >> I i nice hea e ec i e a ell and aking a e back hen needing , i i ha d - a e a a f he eam an d j b and an d he deci i n make and g i h ha , I a nde ing, men i ned, hich a a eall in e e ing in hen a deci i n ha been made and had e ea ch and e e ience ha and aking ha e e ience, did ha e a ce he e ld e i i ha in he f e and c me back a nd and i i i e ha ha e e e ienced a e e ience and ed ha a ible. JEN HARPER: Again, i a n' g ing ha en e nigh a bi f an ed ca i n iece. A e me, agile e a , he alk ab agile ... hen e a ed ha c e a nd ha e had m e , e ld ha e he eg la blackb a d e i n and ha e'd d i he e i a blackb a d f ...b hen ... e'd b i back in ha blackb a d hing and a e ha e e e ed ime f he agenda and he e i he ...and he e i he e e ience f i em a ell. S i i e m ch figh he g d figh and f ge ha ace ca ed f . Wha a e g ing d i can al - kn ha ech fi me feed ha e e ience ha I am n, i i eall g d b ha e g find a a b ing ha back in c n e a i n and de el and lace he ce bigge me ime
  11. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 35 if a e ha de ign-lead e n a e ab ake ha n f elf b hen can ill ... can be kind f m e ...ab all ha a ell. >> I'm j nde ing hen ff a ha en and ... ha made a and...? JEN HARPER: G d e i n. S hen ha eam g la hed i a ch a - he e e ef c ed n he a f k ... he e a e he ni ie he e. F me ...all igh , i hi i igh c l e I an be king in. F me, he e le ha did a e e e eall cl e, he e e m k famil , I had a ne ...and f me e nall he bjec ma e i h c me and banke . I a G d dam a i na e ab he ...lead he change . I i a eall hi en i nmen and I ha e a chance i h e le change ha and I d n' an alk a a f m ha . N , m j b' n d ne, I need kee figh ing a a . >> Y ' e alked a l ab he ... ce , h l ng did i ake ge hi fai l c l lace, ' e g hi backl g, ... e e he e m men al ng he a he e ...? JEN HARPER: Yeah, e e da . In e m f ha big ca e f ed ca ing ab ee ing e ac all filming i a f he ce and f ll ing ha h gh a a f ll b ief. S h ee i m n h a nd ha . I i me hing - i i a m cle ha ha e k i h akeh lde beca e a n a en he e he e e back hei ld b ain . I a f na e en gh kind f lean n me he c n l an h e e king n a g am in ha jec manage ace, ech deli e ace a ell h e e al allie . S I b il a ne k f allie
  12. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 36 hel . Like i ended me a ell i a n' c ming f m me. S f ab h ee i m n h ha kind f ed ca i n iece. Wha a he ec nd a f he e i n? >> The m men - hi king f me and e manen i n king...? JEN HARPER: I ld a beca e e e el e I an he eam a an agile eam ne f nigh l . Le ' j n i f eek and hen e ill eflec n i . If i i ama ing e ill kee d ing i , if i i n g d change i d e an d i and n ab i . We ld in d ce a ce , gi e i a c le f eek i and hen eflec n i and hen kind f ll he in. Kee i g ing change i , i i n king. I ' a c m le el alid h gh ha e. MAGS HANLEY: La e i n. >> I liked in a nd de ign deb n he egi e , d hi in back Ji a c nfl ence. JEN HARPER: A ha ime e had c nfl ence. Fi e a ed ff i h c nfl ence and I ied a em la e and ied i f a f nigh , g feedback f m he eam b h in e nall and ...like ha ' king, ha i mi ing he e, ha el e d e need i i kind f king and hen e a ed kind f - hi c nce f a c nfl ence able e c ld hen m e in Ji a and f mali e and a ac . If d n' ha e acce h e l f a e a ead hee i fine. >> ...de igne and k ha been a challenge and I c m le el ag ee i h Ji a and c nfl ence and I ill ha beca e I l e d ing ha
  13. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 37 and e e Ji a hen d ing de ign ha e e and kee - add ie all ca e if i i a eam king ge he and de ign n ha jec i i ea manage h i king n hich a f he de ign i ' n c a hing i h he he e n and ha been king eall ell. JEN HARPER: Oh m G d, i i ama ing. Again, e ha e alked ab an if ing ca aci and e e hing el e b , eah... >> Add i a Q&A ce a ell. >> I had a c mmen ab i i de ign deb ... JEN HARPER: Yeah, ...de ign lang age ha i a ick fi in ha i fea e ba ing. We k i h he ech leade a ha lang age a e g ing an if k beca e l ima el hen hing a e an ified i h eff he ech eam ha e he la a . S I'd k i h hem a h d an an if hi and i he e echn l g ha hen e l k a he able f deb he can g , "D kn ha ha i a ick in, e can babl k i h ha ech eam ha all ca ed 10% in me fi e and le ' ch ck i in ha ne." F me ing he ech lang age ked he be . Again ...I ied me hing and if i didn' k change i . MAGS HANLEY: Thank m ch. Le me in d ce Manami Ra . She i f m Paddle, an gani a i n iding aining gani a i n c ea e de ign c mm ni e e ience . She i g ing be alking ab Inn a i e S elling: Be e Than TikT k! Simila ha e e e alking ab da ab elling.