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Katrina Ryl & Roland Wimbush - Get your hands dirty: Gaining the trust of hard to reach users

Katrina Ryl & Roland Wimbush - Get your hands dirty: Gaining the trust of hard to reach users

Have you ever tried to research a user group, but struggled to get in front of them using standard methods? Maybe they live somewhere with low connectivity. Maybe they're not digital natives. Maybe they're hostile to outsiders. Whatever the reason, they just aren't talking.

Presenters, Katrina and Roland, have learnt to survive in mining’s often-harsh environment by getting their hands dirty and being agile in their research techniques. They will share the experiences and challenges they have faced in their endeavour to gain the trust of users. Furthermore, they will share how these skills are transferable to other industries.

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uxaustralia
PRO

March 19, 2021
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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 D R a c Da 3 F a , 19 Ma c 2021 Ca ioned b : Hila Cadd
  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 40 STEVE BATY: Ye . Wonde f l. All igh . When o ' e ead , o e o o . KATRINA RYL: All igh . I ho e e e one' a ing d he e e he a e on he ea coa of A alia oda . Le me a b elling o a bi of a o abo m fi e e ea ch d o o a mine in he H n e Valle . I had no io kno ledge of he mine ind and I had gone o and c ea ed e and o gani ed in e ie c i and all ha al ff. Had an ea l 5 am a and a h ee ho i e o o he a and I ned o in m high- i afe gea and hin boo ead fo m e ea ch. I go a fa a he fi e ion and he o e a o , le ' call him John, he aid o me, h ho ld I hel o IT folk o . Yo ' e he e o ake o job . So f om m e fi e e e ience in he mining ind , I kne engaging i h o e a going o be eall challenging. So le me ell o a bi mo e abo m elf. I come f om a adi ional g a hic de ign backg o nd and h o gho m ed ca ion in o m ca ee , al a had an in e e in digi al media. So I a ed o in in , bli hing, ad e i ing hich ickl mo ed in o eb de ign and ocial media. I' e go e ia ed ca ion com le e in bo h i al comm nica ion and in e ne comm nica ion deg ee . ROLAND WIMBUSH: Oka . Thank Ka , m name' Roland, m backg o nd' mo e in ind ial de ign and I en he mo a of m o king life de igning o a a el and e i men . In he ea l 2000 , I a em lo ed b he F ench ki b and choolman. The b and ne e elea ed a od c in o he ma ke i ho ha ing done e en i e e alida ion. We o ld gene all e en bo h o king and non- o king o o e , non- o king con i ing of ke ching, o DIC knock- and
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    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 41 e lo ing ne ma ke , meaning e o ld need o a el. When I o ked on an ban ada a ion of he olle blade, hi o ld be in Ne Yo k, Chicago o Pa i e en, e o ked e clo el i h a hle e o c ea e o model , ha e e en ed hei e onali o ni e e, like he boa d ho he e de ign fo big a e fe Hamil on, hen he foc o ld be mo e on e fo mance and ing o e ol e he od c o i o ld gi e hem an ad an age o edge. O in ome ca e i migh hel o a e li e , like he infla able a alanche back ack. So ba ed in he US, af e mo ing back o A alia i h m famil in 2016. And hi i in an en i onmen ha a bo h e ne o hen e a ed, ob io l , and ha ' i h a co le of - a b nch of e ha e collabo a ed i h in B a il on a i ha Ka ina ill alk o al a bi la e on. So I' e been foc ed on eb a and anal ic and Ka ina ha been foc ed on field a . So j o gi e o a bi mo e con e on O ica, hich i ha mo of hi e en a ion' b il a o nd, fo he eo le ha don' kno O ica, i ' he o ld' la ge o ide of comme cial e lo i e and inno a i e bla ing em elling mo l o he mining and con c ion ma ke . I ' li ed on he A alian ock e change a a o kfo ce of a o nd 12,000 eo le and e ice mo e han 100 co n ie . No , one of oka ' i ion i o -- O ica' i ion i o an fo m ho bla i ed o nlock, o c ea e afe and mo e od c i e bla o come fo c ome . Bla IQ con i of a i e of of a e ha anal e g o nd and e o ce , allo field aff and ck d i e o adj he de ign and en e da ed da a and da hboa d of a e ha anal e he e fo mance of he mine, highligh a ea of im o emen and iden ifie o en ial i e and afe i k . The mi ion of bla IQ i o em o e d ill and bla eam i h ool and da a ha enable hem o e fo m o hei f ll o en ial.
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    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 42 KATRINA RYL: J emembe ea lie ho I alked abo John he ck o e a o ha I me on m fi da . Le ' all j ake a momen o hink abo ha John' e ona o ld look like. Wha demog a hic o ld o need o con ide hen a oaching him o cond c an f he e e ea ch and ho o ld o a oach finding ol ion o ol e he e oblem . So f om he e ea l e e ience ha e ha e of o e like John e fa lea n ha he e a a bi of a e i ance o he a ha he o ked. The had a fea of echnolog , and he fo nd ha a oma ion a a h ea , and ha he ill be a ched b big b o he . All of he e elemen e e hing ha e e hing , he ea on fo hem no o engage i h . ROLAND WIMBUSH: A de igne e needed o nde and ha he oo ca e of he e feeling and eac ion e e. We di co e ed in ho e ca e he e e e no man o o ni ie in he lace he mine li ed, he of en didn' kno an hing el e han mining, he had a ed o ng and al a o ked in ha ind . The e a fea of he ind d ing. If o ook he e am le of he coal mine he e' al ead end da e fo coal mine . The migh ha e a limi ed ed ca ion beca e he ha en' had acce o ed ca ion o j been foc ed on hei ca ee in mining, e fe an fe able kill and he ' e no nece a il o da e i h he la e echnolog . All hi mean he ha e a gen ine and nde andabl fea of lo ing hei job . Ho do e gain hei , he of o e and ea e hem ha e' e he e o hel . Fi of all e can end ime in hei o ld, o el e in hei hoe , and nde and hei i e and ain and need . Rea e hem e' e no he e o e o j dge hem.
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    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 43 We had cena io he e he em lo ee fel like he e e being a ched. We needed o ea e hem ha e e e j he e o hel im o e he od c and make hei li e ea ie , and ha b o king i h , b being coo e a i e and gi ing good feedback he e e e en all add mo e al e o he com an beca e he e e a ici a e engine im o ing o offe . And hi e en iall co ld c ea e o o ni ie fo hem. So e had a g in o eam ha had an i ion f om an nde g o nd mine o an e lo i e and on o a IT enginee . So he no longe need o li e in he beginning of no he e, he o k in an office, and a be e ala fo hi famil . He' e e ienced fi hand he effec of ha in e face de ign. He nde and he do n eam effec . So mining i an ind he e domain kno ledge i eall im o an and hi can be fa o ed o e he igh deg ee o e e ience. Mo of he od c manage a O ica do no nece a il ha e od c manage deg ee o di loma b he do nde and he ind and he oce e e ell beca e he ' e o ked in o he ole i hin he ind . Thei bjec ma e e e ience and he kno ho o alk o o e . Tha f ndamen al kno ledge of ha mining i and ho i o k i he mo im o an hing. Thi c ea e he o o ni fo eo le o o k hei a and find hem el e in mo e enio ole j h o gh he e e ience and ha ing ha mo i a ion and de i e o be a of a eem and be a of he bigge ic e. KATRINA RYL: So le ' con ide e' e in he o ld he e all o e a e loca ed. We' e go fo diffe en egion ha e' e being li o e , ac o he o ld. Mo l lace a e i hin emo e loca ion and i ' a iable clima e and li ing condi ion ha need o be con ide ed. In hi c een o can ee he e e' e go he no field o in Canada and
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    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 44 in he mo n ain in R ia. We' e go he coal en i onmen o con ide . We' e go he comm ni in B a il, e' e go e e hing o in We e n A alia. Do n on he ide on hi lide he e' a ing Libe al Go e nmen condi ion ha all o e come f om. The ic e a he o i li ing condi ion of ho e ha li e in Colombia. The ne one i ome li ing condi ion of on- i e em lo ee o in We e n A alia. The e o ld be he accommoda ion a e . Do n he bo om o can ee he image and he condi ion of being on- i e i h he d . The e' no ee , o ' e o in he hea if o ' e o in We e n A alia o o ' e j in he elemen al oge he . So j imagine hi . Yo ' e a i ed in Colombia af e 30 l ho of fl ing and o find hi eall f iendl a i d i e ho doe n' eak m ch Engli h. The d i e f om he ai line ake ano he half and a half, a ing o a oid oncoming affic. The oad ide a e lined i h he local ing o ell hei od ce and e ol in la ic con aine . Finall o a i e a o de ina ion. He e o ge o go h o gh e en i e ec i check , he check o a o , he ake o elec onic de ice , o ' e en h o gh a me al de ec o befo e o hand all o hing back, all hi i in S ani h, hile o ' e o nded b a b nch of b le Colombian men, a a female hi can be i e da n ing. Thi i hen I eali ed e' e ne e going o e e ience hi i ing in an office. Befo e COVID hi Roland and I had an o o ni o a el o e ea o So h Ame ica. Thi a o fligh i ine a j o ge o e he e and back. To ge he e i ook o e 30 ho j o ge o Colombia. No j e en a elling o e ea ha been a ba ie , gene all he e a e challenge en e ing mine i e an he e a o nd he o ld, e en locall he e in he H n e Valle . Thi incl de hing like acce ing he mine, ec i , ome of he e i e a e i e la ge, o o ge f om he office do n o a i can ake an hing f om one o o ho .
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    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 45 The e' al a e ched ling a a conce n and a challenge, a m ch a o ible, e fle all he a o e he e o Colombia b he e' o he io i ie i hin mine i e , o hing f om co and eme gencie . Ano he ea on h e can' a ic la l ge hem come o i i ' going o co hem mone o ake hei em lo ee o of od c ion. So he ' e going o lo e ime ac all ge ing od c o of he g o nd. So i ' ea ie fo o go o hem. Being e en i h hem, i ho ha e' e commi ed o ac all hea ing hei feedback, a he han j ending o a blanke email o ing o con ac hem digi all . I doe n' o k beca e if e' e dealing i h he e on he field, he ' e no going o be ing email , he ' e no allo ed hei mobile o an hing in he i . Tha kind of digi al acce i eall ha d o ge . The e' a lo of demog a hical diffe ence among o e a ell. The mining ind i hea il domina ed b he male gende . The e i a h a lo in A alia fo a mo e fif -fif e ali b he fac of he ma e i e' e go a male domina ed e g o . O he hing e need o con ide a e he lang age , no j S ani h, Engli h, i ' al o he locali and ind lingo, he main lang age ha a e ed, ha a ied f om egion o egion a ell. We al o need o con ide he c l e , o ha ' he o gani a ional c l e, ha a e he o k e hic , ha i he eligion in ha egion. We need o con ide all of he e hing a ell. The en i onmen hich I'll di c in a bi mo e de ail ho l i a e big a ea and im o an o ho e come i h o ol ion fo o e . Thing can a f om hea , d , no , ain, h mani and e en he he i ' da o nigh - ime. The o k flo can change be een egion a ell. In ome lace he labo o kfo ce i m ch chea e o ob ain han in o he a ea . So he ma ha e mo e labo eo le, mo e hand on deck doing he man al o k, he ea ome of he o he a ea he a e mo e foc ed on a oma ion
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    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 46 beca e he ee ha a oma ion i chea e fo hem o n hei b ine e . Al o be een diffe en egion , he e' diffe en e m ch od c , ome of hem e a k O ica, ome of hem c ea e hei o n od c . Al o he e' bla de ign o de ending on ha kind of mine i e ha e' e a , he he i ' a mine al, coal o nde g o nd, he e' diffe en a o de ign a bla and e need o con ide and en e ha all cena io a e co e ed hen e come i h o ol ion a ell. So h do e go o all hi effo ? So fi off, i ' mo e abo he ob e a ion . We ge o ee, ho he ' e ac all o king in he en i onmen . A I men ioned he en i onmen i i e a big a ea o con ide . We need o en e ha e ge e o ed o diffe en en i onmen . We ma no kno ha he no i like o in he middle of no he e, com a ed o he d o back in We e n A alia. The e o e o ld ha e com le el diffe en kind of o k en i onmen o deal i h and i ' i e ha d o ge ha h o gh o in he digi al fo ma . We ge o e e ience a ell ho he - e e ience ho he do hing . We ge o ee i and ome ime e ge o be able o do i a ell. We ge he o o ni b being he e and o mee o he e ha e ma no ha e ho gh of. An e am le of hi , hen e e e o e in Colombia, e go o mee he mine manage b chance j beca e e e e he e a he ime and he a f ee and e e e able o ge in and ha e a good di c ion i h hem. Al o e ge o lea n b doing, b j m ing in a ck and d i ing along, e ge o alk he i if he ' e e ing fo a bla , and in ome ca e e ge o e fo m he a k. When I a in B a il, I go o e en fi e m o n bla . I o ldn' be able o do ha if I a i ing in m o n office. ROLAND WIMBUSH: So ha a e ome of he hing ha e lea n f om
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    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 47 hi e e ience and h i i o im o an . One of he fi hing ha I di co e ed ickl i ha e ho ld ne e a me ha i im o an fo o c ome . We had hi , al a a med, I g e , mo e im o an l , ha o e a ional e cellence and ofi abili a he ke d i e fo he e big mine i e , b ha ing en ime o e e e o e he e and eaking o mo e enio aff membe e eali ed ha of en ocial e on ibili ie a he mo im o an hing fo hem and ha he e e a e ed on. The e' a n mbe of ea on fo hi and i make en e hen o b eak i do n b ha ha a knock-on effec o a lo of hing , one of ho e being he e a ion in he blic e e. Ob io l bad e i ne e good fo he mine, i can lo do n od c i i and ob io l in a lo of ca e i ' again he e hic of he com an . I ' no ome hing ha he an o be doing if he media ge hold of an inciden o ha e e , ha ' no a good image b i ' no good fo hem ei he . I mean im o ed ela ion hi i h he comm ni . So o can ee Lo i e he e i one of he membe of he B a ilian eam, he' oin ing a hi mine i e, o 'll no ice j nde nea h he e' a o n, o he mine b ffe igh o he edge of he local comm ni . So an hing ha he do, e eciall if i ' no done igh , ha a h ge im ac on he comm ni and i fel . The al o ha e go e nmen and mili a eg la ion he need o mee . If he don' mee hem, ha can e l in ignifican fine and i can mean he lo of hei licence o ac ice. O e all, all of hi mean ha if he adhe e o ocial, en i onmen al e on ibili ie , i mean ha he life - he mine life i going o be e ended. The mine' going o e i fo a long e iod of ime, hich mean he a in b ine longe , he kee eo le em lo ed fo longe , he hel he local and na ional econom , e eciall in he ca e of he mine e i i ed in Colombia, i ' mone gene a o fo he co n . And ha ob io l mean ha akeholde and mo e long- e m
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    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 48 ainable ofi . So ha a e he o o ni ie o of kno ing hi ? The e' a n mbe of hing . I mean ha e can foc on im o ing ib a ion managemen of a e, fo e am le. So ib a ion i ha e feel in he g o nd and he e' o he effec of mining b hi i a big one. We had in lace a ib a ion managemen of a e b on a e mall cale. I a j icking along, i a n' eall gaining an momen m o gene a ing m ch income fo he com an . No ha e' e di co e ed hi a he ke d i e fo a lo of big mine and big c ome , e e e able o ha on he oad ma and i e o im o e i , and he ake ha been inc edible. I ' a a of hem moni o ing ho ell he ' e adhe ing o hei ocial en i onmen al e on ibili ie . So ba icall a ib a ion managemen of a e allo c ome o de ign and bla , c ea e a im la ion and edic he amo n of ib a ion a ke c e , ch a o e ole , oad and b ilding . The can confiden l c ea e an effec i e bla i ho i king damage and a e l of ha damage e can ee a he bo om igh -hand co ne , hich i an effec called fl ock, hich i a ocia ed i h a oce called emming. If o imagine a cham agne bo le, o ' e go o co k in he o , o hake ha cham agne bo le, i ' going o c ea e a ce ain amo n of ene g . If o ' e a a a , ob io l he objec i e i fo he cham agne o fl e e he e. Tha ' no he de i ed effec in a mine. So o imagine he li id o he cham agne i elf, ha i e lo i e and o ' e go hi co k a he o , o an ha co k o hold fa and he ene g o be di e ed ho i on all . B ha can ha en if ha ' no done igh , if i ' no en e ed co ec l o no he igh leng h, and ha ' of en he deciding fac o , ha ene g ill go o he o and all he ock and g a el ill fl in he ai and co ld land on ca o ho e o eo le. We ho gh i ' a big o o ni o e o on hi oce of he
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    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 49 mining loading oce . So like I aid befo e, i ' e en iall mea ed on leng h, he leng h of he emming ha goe a he o of a hole. Th o gh da hboa d e e e able o e o again he de ign leng h. And e co ld e hea ma o loca e a ea he e he e e ei he i hin ole ance o o of ole ance o managemen co ld ace ha back o a a ic la eam, ime of da o iece of e i men , no o m ch o blame he eam, b o loca e he e oblem e e ha ening. Ma be a iece of e i men o a ck needed o be adj ed o he eam didn' ha e acce o he igh info ma ion o i a n' being da ed, he e e able o a lea loca e o iden if he a e n and add e i . So a good e am le of ho a ming io i ie fo a c ome migh no nece a il be ha eali i , and hen hen o di co e he e he foc i , ac all add e ing ha and offe ing ol ion ha hel hem achie e ho e goal . Tha ' i fo ha one, Ka . KATRINA RYL: Tho e a e en i onmen al fac o , like I men ioned befo e, ha e eciall fo he field de ice a e e o n fo o con ide . So add e ing connec i i i e he e, o o ' e o in he middle of he elemen , mobile co e age i n' he be o he e, e eciall if o ' e ne o a all, i a ie da o da beca e he land ca e i al a changing on he i . A lo of he i e ha e hei o n in e ne co e age i hin he i e , ome of hem e he local mobile ne o k hich e had done o in hi B a ilian i e b he e a mi e he e e he ma ha e been in he i , he ma ha e had ome connec i i i e . Some o he hing o con ide , he ib a ion on o loading ck. U he e in he o co ne i an e am le of one of o mobile man fac ing ni . A o can ee i ' i e big, he a ' no he be . So e need o find a o ec e o digi al de ice in he e. One of he majo hing ha e needed o con ide hen e' e de igning o
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    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 50 in e face i he eflec ion and he d on he c een. Do n in ha bo om co ne a o can ee i ' i e a eflec i e c een o hen e de ign he colo o an hing in ega d o he in e face, e need o make e i ' going o b eak h o gh he gla e and info ma ion i no going o be lo . The al o e o ec i e glo e o a o can ee he ' e go glo e he e, o hen he ' e o ec ing hem el e f om an damage ha he come f om m man al labo , i h hi e di co e ed an o o ni o accommoda e he main gende demog a hic, being male and he e of hei o ec i e glo e , and e needed la ge han anda d i e b on o e on he infield o ch de ice . So A le h man in e face ecommend abo a 44, he ea he... e o ed o ha e abo a 64 i el i e a ge a ea o ha i made i a lo ea ie fo o e o in e ac i h he de ice in he mining en i onmen . ROLAND WIMBUSH: Ano he hing e ickl eali ed a ha nde anding he con e of ho a od c ill be ed i eall im o an . So I' e been o king on a bla og e da hboa d hich allo e o ack ho ell he a e og e ing o a d mee ing he bla deadline, hich all ha en on a dail ba i . We kne hi i ef l beca e e engaged i h e emo el b e ne e e e ienced he en i onmen i o ld be ed in and ob e ed ho e in e ac ed. A he a of he da he e o ld be a lanning mee ing, a ha oin he co ld iden if ho he e e og e ing, iden if he da hboa d o each ha deadline. Thi o ld all ha en a he a of he da o e en iall if he e en' on ack, he co ld ealloca e e o ce , and o en iall ca ch fo lo ime. Ba icall if he didn' mee ha deadline he o ld be im o ed i h a fine. Then a ge of a eek o a mon h o ha e e o ld ge di ed a ell. Being e en allo ed o be e nde and he info ma ion he
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    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 51 needed o make ho e ke deci ion o nding lanning and alloca ing e o ce , ba icall an hing ha o ld hel hem ge back on ched le. We no iced ha he a dience con i ed of mo l enio ole bike e i o and mine manage hich mean e e e dealing i h a mo e ma e a dience. A Ka men ioned befo e, i a a e male o ien a ed a dience. Thi eemed o be mo e e eme in le de elo ed co n ie . The ea on fo ha i nkno n b ha a ha e e e ienced an a . So a fa a o o ni ie go, fi of all e eali ed ha he e a a h ge ca e fo hi da hboa d in he e mee ing . Po en iall i co ld be ome hing e ojec ed o i ali ed on big moni o , o e adj ed he de ign of i o i o ld fi ho e moni o e ell. We i ed o mo of he f nc ionali beca e e an ed a e and ob e e- e fea e, e didn' an eo le in e ac ing and going f om one lace o he ne o find he info ma ion. The need oda all he e in f on of hem o he co ld make ho e ke deci ion ickl , i h he info ma ion on-hand o he e e he igh deci ion o make. We a ed o con ide hing like fon i e beca e e had ha olde a dience and eo le e e oka ob e ing i f om a di ance. Yo migh be able o come clo e, b eo le he back e e ing o ll he info ma ion f om i o ha ing o ble eeing i . So fon i e, e inc ea ed he amo n of con a o make hing mo e i ible and e con ide ed o a g ea e en an o of colo ed deficiencie , o e did a lo of im la ion o make e e co e ed diffe en ime of colo blindne , beca e ha ' mo e e alen . U o 10% of male a ici an ffe ed colo blindne . We en eek coo dina ing mee ing be een he diffe en g o . Ob io l hi a one od c a ocia ed i h one eam b o colo e e en ed a e of diffe en hole and he e e e ed ac o he hole od c ange. I a i e
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    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 52 di i e beca e in o de o fi hi cena io he e e ed hea ma and had m l i le colo on he ame c een, he all needed o be diffe en ia ed f om he o he one. Then e needed o a l hem o he o he od c g o hich migh ha e been ing diffe en colo n il ha oin . So he e a legac i e . I a a big iece of o k b i had a lo of al e and i ' been eall ell ecei ed. Tha ' j an e am le ho e' e had o ada he de ign o he e ca e mo e o han he ini ial e e and he b ief. KATRINA RYL: So one of o mo fa o ed e ea ch echni e i ing con e al die . So if e don' go o and ac all did i and ee o e in ac ion, he e o ld be a lo of hing ha e co ld o ibl mi . Ob io l e ha e he i e e can' ge hem o eco d ha he ' e doing d e o afe conce n . So b going he e, e ge o e e ience he ain oin of he e . So one e am le I'm going o d a one i hen e e e in Colombia, do n in he i and ha ing a eall good con e a ion i h one of he e g o hile e e e he e. E en ho gh he e e eaking o in S ani h, e had a an la o i h a ell o e co ld ha e a eall good con e a ion igh hen he e and he co ld oin o he i e he e e ha ing in con e i h he de ice. One of he hing he b o gh o o a en ion i ha he den ha e he ca abili o do d ill oin no e . The main oin oin ing i he e e aking hei no e do n on a e and heading back o he office and ing hem in an email o end o he ne c e o le hem be a a e of ha ha ened d ing he e io hif . Thei e e a o be able o ha e hi ca abili in he de ice o he co ld do i all in one lace, do i on he o and he ne ime he e on ick he de ice i ill ha e he deb ief f om he hif befo e.
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    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 53 Thi allo ed me o come back home and ho hi o o ni o o od c o ne and c en l a he momen i ' ome hing ha e a e o king on o im lemen in o o of a e. So e ill be da ing he no e f nc ionali and allo m l i le en ie of ime am . Thi i ha can ha en hen o go o and ha e con e a ion i h e . Yo can find he e ain oin and b ing hem back o od c o ne and o he akeholde and ho hem ha eall ma e o he e ho a e ac all ing hi in he field. ROLAND WIMBUSH: So ome of he lea n me hod ha e ac ice, ba ed on he e e ience e' e had, a e con e al die . We' e alked o ha i e a lo al ead in he e en a ion. B ba icall ge ing o he e, ing o el e in he hoe of o e , nde anding hei en i onmen , e e iencing i fi hand, ge ing o kno hem and hen in eg a ing ha in o o hole de ign oce . KATRINA RYL: Ano he hing ha e eall like o e i eco d e e hing, o al a ake a hone i h o , ake am he amine , ideo , no e , e e a o ible, he mo e ha o can eco d and look on la e , ha i ome hing ha o migh ha e mi ed ome hing hile o ' e o in he field. I ' al o g ea o b ing ha back oll eam in he office and le hem ee and and e e ience a m ch a o ible ha o e ' en i onmen a e like, ha he nde and ha he ' e de elo ing fo . ROLAND WIMBUSH: Ka ina men ioned befo e he fac ha ched le i e di i e on a mine i e, and of en i changed. So of en e'll ha e lanned an in e ie , e'll ha e lock in ime, o gani ed i , e e one' acce i and e ge he e, an eme genc o ome o of inciden
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    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 54 ha en and he hole ched le fo he da goe o he indo . And he eo le ho o k in he mine a e ed o o k in ha en i onmen . We defini el had o ada o i . In ead of ing in e ie c i , no e e ha e call con en g ided c i . So ba icall e co e ca deg ee of info ma ion ha e need o ga he and hen e' e le conce ned abo hen o ho e ge i . We ick i off a e go along. I ' a efe ence oin ha e can ll o . Fo e am le, in he ca i h he g , he ' e off o ac all igni e he bla . I ' an o o ni o cha . I migh be ome hing ha e efe o o g ide, e co ld co e hi , hi i ela ed o ha e' e doing igh no . And ei e ho e momen , a he han allo ing hem o be mi ed o o ni ie . KATRINA RYL: We al o like o b ild la ing ela ion hi i h o e g o . The a e i e ha d o each in he fi lace. When e do ge a good ela ion hi going, e eciall he e o g he e, Leo and Le i i e of en and efe back o hem fo ome e feedback. F om ac all being he e and in od cing o el e o hem, and ending ime i h hem, no j o k- i e, b al o on a e onal ba i a ell, i hel gi e a li le e boa d o a e can go back o hem hene e e can i e , ha e can go o hem and eek hei ad ice do n he ack. ROLAND WIMBUSH: The fi e h , hi i ome hing e' e ed mo e and mo e. If I ook he e am le of in e ac ing i h he e i o o nd he da hboa d, e'll kick off he con e a ion. Thi a a eal e am le e ha e of h o need a og e da hboa d, e need o kno ho ell d illing and loading i og e ing. Wh do o need o kno ha . Beca e I need o h if o ' e going o each he deadline, h ? To make fo lo ime, h do o need o kno o need o make fo lo ime. So ha I can egain con ol.
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    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 55 Once e go o ha oin i a a li le bi of a ligh b lb momen beca e he da hboa d e o ide gi e con ol. The need o make info med deci ion . We obed a bi f he on ha one and i ned o ha con ol i no onl im o an o hi on a ofe ional le el b al o on a ocial and emo ional le el. When he feel in con ol, he feel e ec ed, ca able and al ed and he ' e em o e ed o do hei job ell beca e he ' e go he da a ha he need. I a a bi of d illing do n o ge o ha co e oblem he c ome o e a ha ing. Then he challenge a ha el e can e do o hel o ide he info ma ion and he ool fo ha e on o feel in con ol. Fo he la one I'm going o ake an e am le ha ' o of con e . No hing o do i h he mining ind . I a ha ening hen I a a elling o B oome and I a in i ed o i i an o hanage. I a eall im ac ed i h he i a ion i h he child en b ma be b ome of he d a ing I a hanging on he all. I a blo n a a b he alen he e kid had and im ac ing he d a ing . A ha oin I had al a an ed o c ea e m o n clo hing b and. I a in i ed ha e hical clo hing o ld make a c ea e combina ion. The ale o ld finance he ed ca ion of child en ho c ea ed he a o k and o c ome o ld ha e eco-f iendl clo hing ha o ld accom an hem. I oke i h a b nch of f iend and f iend of f iend and he e e all a e ci ed abo he conce a I a . I go ome d a ing o e f om Pe , and e o ing oge he o fi collec ion. O e ime e li ened mo e and mo e o o c ome . We con in ed o im o e o offe . A a e l e g e bigge . Then I a ed o hink, ha abo o o he e . So hi hole b and had been d i en on hi idea abo hemming he e child en, and I kne ha mone a being en o hem, b I didn' kno if hi a ac all hel ing hem. I hadn' en an ime i h hem ince he fi i i and I a ed a king m elf he he
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    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 56 he e e ha i h he ojec . So I en o e o Pe and en o mon h i h hem and hei ca e . I go o e e ience fi hand he im ac i had on he child en. We ickl di co e ed ha he child en liked mo abo he ojec a being c ea i e and no he f nding o ed ca ion ha came f om i . The ca e and aff membe old he confidence and feeling of o h had inc ea ed ignifican l beca e he fel like hei c ea i i had al e and hi a he mo im o an hing fo hem. So f om ha oin on e a ed o change o hole a eg . We a ed eall e ing in he c ea i e de elo men of he child en, a ed doing m al in he home and cen e , gi e hem ome hing o be o d of. We a ed aking a i i h o each hem ne kill and challenge hem. We en mo e ime i h hem in gene al. And e ha ed he e ideo and ho o i h o c ome , and he lo ed T he can ee hei a ici a ion had a eall o i i e im ac on he child en and hei ellbeing. So e eali e ha had engaging i h o e can ake man fo m and in ome ca e ma no ha en face- o-face. We' e be l ck ha e go o e e ience ha , b e eali e no e e bod ha ha o o ni . We an ed oda o ha e i h o ome of o e e ience and lea ning dealing i h he challenge of di ance and e i ance. We ho e ha hi ha highligh ed j ho im o an i i o eall nde and o e , if o an o od c o be cce f l, he he ha ' face o face o emo el . Thank o e m ch fo li ening. KATRINA RYL: And I al o j an o oin o e a e hi ing o if o ' e in e e ed in joining o link he e' a ick link, o can j m on ha and find o ome mo e info ma ion.
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    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 57 STEVE BATY: Thank o o m ch, Ka , Roland, eall eall onde f l. KATRINA RYL: Thank o . ROLAND WIMBUSH: Thank o , S e e. The e a e a co le of min e . I don' kno if he e' an e ion . STEVE BATY: Le me ake a ick look: he e' a e ion f om Ka en. In an of o cena io o ld he aim of o o k ac all be a o en ial h ea o he a ici an ' job and ho did o mi iga e hi ? So a ha o e e doing o en iall o ing a h ea o hei job. ROLAND WIMBUSH: Tha ' a eall good e ion. No, e ha en' e e ienced ha . A oma ion i ome hing ha he com an ' o king o a d b i ' ha ening in he backb ne o a ce ain e en . The e' a lo of ide ojec in e iga ion going on. We' e a ing o do i a li le bi i h BHP b a he momen i ' no - none of he o come of o ojec a e aking he job of an o ke . And e al o eali e, and I hink e o ched on ha befo e ha mo ing o a d digi al ol ion and a oma ion can of en mean a hif in ca ee di ec ion. I can al o c ea e a lo of o o ni ie , e' e o king i h a lo of da a cien i , e ea che no . A I aid, he com an i o en o eo le i h a eall dee nde anding of he mining ind o og e h o gh o o he o i ion , o k hei a he ca ee lad. So look, I hink in he long n i co ld o en iall ake a a ce ain o i ion b i ill al a c ea e o he o o ni ie and obabl mo e o o ni ie han e i oda .
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    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 58 STEVE BATY: Fai eno gh. Ka , do o an o add o ha ? KATRINA RYL: No, I hink Roland ha co e ed ha i e ell. So eah, he e' al a o o ni ie , e eciall in O ica, he ' e keen on kee ing hei alen , and he ' e al a go hei ca ee ladde ha he and kee i hin he b ine . So an of hei - an kind of e e ience he ha e i hin he com an , he an o kee i i h hem. The a lo of effo in o aining hei e onnel. STEVE BATY: Fai eno gh. Wonde f l. Thank o bo h. KATRINA RYL: No o ie , hank. ROLAND WIMBUSH: Thank S e e. Thank e e one fo li ening. B e. STEVE BATY: Tha b ing o he mo ning ea b eak. We'll be hea ing f om J in f om Vi al Academ in j one momen o anno nce he inne of hei com e i ion. A J in come on, j an ed o ei e a e, e' e eall hankf l fo he on o hi f om Vi al Academ , eo le ho a e able o a end he o k ho on Wedne da af e noon, a ed on ome eall good feedback abo ha e ion a ell. J in. Hello. O e o o o anno nce o inne . >> Thank o , S e e. So I ho e e e one' enjo ed he confe ence n il no , I' e enjo ed he i f om hi mo ning' alk. Thank again o UX A alia fo ha ing Vi al Academ a a on o . So i ' no ime o anno nce he inne of he Vi al Academ d a . So e ended i h abo 50 en ie and he o inne ill ge o d i h ne mon h hich i i al hinking fo h man cen ed de ign. So he e i he d a .