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

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

View Slide

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

View Slide

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

View Slide

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

View Slide

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

View Slide

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

View Slide

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

View Slide

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

View Slide

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

View Slide

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

View Slide

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

View Slide

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

View Slide

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.

View Slide

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

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

uxaustralia
PRO

More Decks by uxaustralia

Other Decks in Design

Featured

Transcript

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

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

uxaustralia PRO

More Decks by uxaustralia

Other Decks in Design

Featured

Transcript

uxaustralia
PRO