Mags Hanley - And then a HIPPO walked into a room…

Have you spent your time working on a design to have an unknown stakeholder sail in and derail it?

Did you get the team working coherently to a goal? Then find the goalposts shifted just as you finished, making all the work invalid?

Have you worked with a Senior Director and had no idea how to connect with him? Realising that your relationship with him was key to the project success?

As we move into more senior roles within Design, we find ourselves focusing less on the UX work and more on navigating the world of organisational politics.

In this talk the author discusses how managing up becomes one of the most important skills senior practitioners need to master as they become leaders in their organisations.

Transcript

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
   UX A a a 2021
   Da 3
   Th da , 26 A g 2021
   Ca i ed b : T ac Ball
   

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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 48
   de ig , b al lea f m he a ell.
   Tha k m ch f ha i g me he e da . Thi ha bee
   de ig i g a diffe e di ci li e . Gi e a h gh , e i
   c mme j a ha e a c e a i ab ha I ke ab ,
   lea e d ' he i a e each me, I am T i e li ked i .
   O he i e I'm l ki g f a d eei g a he 12 .m. Q a d A
   da .
   STEVE BATY: Tha k . We l k f a d he Q a d A a midda .
   Tha k . The e eake f da i Mag Ha le . Mag i g i g
   f ca ha heme f he d amic f de ig . A d e ill be
   alki g ab h e gage i h e i akeh lde h gh he
   de ig ce . We a e ha ha e Mag he e. We ha e bee e
   ha i h a chi g Mag k i h he me i UX e e ha ha e
   bee ha e i g h gh 2020 a d 2021. Hi Mag .
   MAGS HANLEY: Hell . L el ee S e e.
   STEVE BATY: Tha k . If a e ead , I ill ha d i e .
   MAGS HANLEY: Tha k e m ch. All igh . H ef ll ca all
   ee me a d ee m a lica i . S da ha I'm g i g be
   a i g i h i "a d he a hi alked i he m". A d I a ed
   hi c e a i a d I a alki g me f ie d ab i he la
   c le f da a d he a e ' i de ig , a d he ed me a d
   aid - ha ' a hi ? S bef e e m e f a d a hi i he highe
   aid e i he ga i a i .
   O f ma f , i ' he highe aid e i he m. A d
   he e a e e le h ca i a d make a c mme ha ca cha ge
   

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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 49
   h le ga i a i . I ca cha ge h le jec . S da
   ha I'm g i g be alk i f ie , a d a cia ed le
   a iga i g he ld f li ic .
   S fi e I ill a i h i ac all a f m m fi fe i al
   j b. I a ed ki g a ha a he called Pacific Acce a d i
   Ce i 1995. A d e e e a mall g , e e e i i g ac - e
   i bee i g i li le g all b el e a a f m he mai
   ffice, a d e e e d i g he c i g edge k f c ea i g CD R m
   i g ell age li e a d i i e f he fi c mme cial i e ha
   e li e i A alia a d d i g hi g like ki g i he Mic f
   cl ed e k. Y i he e g h, m g h ha ' behi d b
   ac all i a leadi g he a a he ime.
   A d I a he e a babl e f he m j i e le. I a a
   e ea ch a i a , a d I a ki g a me e h a idi g all
   he i f ma i he g . The hi g i eali e i 1995 i ha
   e ac all k e a hi g ab he i e e . A d e did ' ha e he
   li e e ce e ha e . Y c ld ' e me hi g i G gle
   a d ge a h le b ch f i f ma i ab ha a ha e i g i he
   ld f cial media ha a ha e i g i he ld f he
   c mme cial i e e . I j did ' e i . S m j b a c ea e ha '
   called a cli i g lib a . A cli i g lib a a I ld g h gh all f
   he blica i ha e g e e da , h ee e a e , I g he
   diffe e ade blica i c mi g me, I ld g h gh, ma k he
   e I a ed a d c hem a d i g hem iece f a e . I
   a c ea i g a lib a all f hi a d I had da a ba e e ld e e
   he i f ma i . I a he a e ld be able fi d addi i al
   i f ma i e e e l ki g f .
   N , a a ce ai i f ime I a ed k m e he ac al
   eb i e. A d I a ed ki g a d d i g - became he ell age i e
   

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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 50
   c di a b e ill eeded ha i f ma i f m me f he
   eb i e - f he ga i a i . A d e alked a d e k h c ld
   d me hel . A d ha e a he ffice ma age . N he a
   lea ed. N lea ed a all ha he a hel i g me. I a he
   l e f he l . A d he did ' d he k. N , he e i m fi
   mi ake. A d m fi mi ake a ac all de a di g ha he
   had he ea f he ma age f he g , he al had he ea f he
   ffice ma age h - f he di ec f ma ke i g.
   She a al he c ec e . She a e f h e cial e le
   h a a c ec e f e e e. I did ' ge ha . I did ' ge ha
   ac all hi a b i e , hi a li ic . S he I e a d
   he he ef ed, he fi hi g I did a I e cala ed. A d ac all I
   h ld ' ha e e cala ed. I h ld ha e ac all had a c e a i i h
   he a d de d ha . B I did ' ha e ha k ledge f ha . A d i
   came a i he e he bla kl ef ed d he k. A d I a
   eall e i h he . A d he he had he e a d he e a
   ha I g h ed f m he g .
   A d I a ' i i ed ff. S he a he cial l ch- i , a d
   he had he e ac he e f he e k b al i h he ac al
   b hem el e . Thi a de ime al me. S m le f f m
   hi i de a d he e k f ela i hi . Beca e e e
   k h ha he ea f he b .
   A d he e i hi g ha I a d i all f he e. I'm
   g i g g h gh me ac i i ie a d me ke e i f be
   able a l hi . S he fi e i , d akeh lde ma i g.
   Ac all de a d i akeh lde ma i g h d ha e he
   c ec i i h. If l ha e he c ec i i h he l e le el,
   he d ' ac all ha e a i fl e ce. A d he de a d a d
   ide if he ela i hi ha e i h he a d hei ela i hi
   

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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 51
   i hi he g . S if me e ac all , hi ffice ma age , ha
   i c edible c ec i i h he ma age a d he di ec , eed
   ge he ide. A d I did ' ha e ha k ledge. I did ' ha e ha
   li ical be able d ha .
   A d he e i a e a ki g elf i , h ha he e ,
   h e ade he . Wh i he c l kid. She a he c l kid a d I
   a he al e d a d ha a e he ela i hi i hi he e k.
   M le . Y eed ma age he clie ' b . N hi ca
   ac all a l a e' b ' b . B e e a me ha he a e
   da e a d ha e a ed he k. I a ki g i hi a age c
   i L d a d e e e d i g me k i h a la ge la fi m a d I a
   ki g e , e cl el i h he - ha I eali ed a a fai l
   j i ma ke i g ma age . A d he had bee - e e e d i g hi g
   f hem. We e e de el i g he b a d li e a d e e e c ea i g a
   CMS he c ld bli h ma ke i g i f ma i li e. A d e ill g e
   h gh he h le ce a d he a e de ailed ie a ed he e
   a l f feedback h gh he h le hi g a d e g he la
   mee i g a d e e e e e i g he b . We e e me him bef e.
   A d h gh he e e a i I eali ed ha he e a a c le f
   c e a i ha e i g he ide, a d he he a ked m e
   - a d ha he ld a k c me back i .
   A d ha had ha e ed a he e i ma ke i g ma age , he
   ma ke i g di ec , ac all ha ed he de ig . Ha ed i i h a a i .
   A d i eemed like i a he fi ime he had e e ee i . S e came
   back i a d he ld h m ch he ha ed i , a d e had g i
   damage c l m me . The e a ha m me f g i g " ha d e
   d ? " S , e e e a age c , e k i , a d e e a d
   ede ig ed i a d ede ig ed i . S I did babl he e i ale f he
   fi iece f k agai mee hi e ma age ' j b. Tha ma age '
   

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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 52
   e ec a i . A d he I hi k back, I i he e a d g , he
   b i l - e h gh he had he c ec i i he ga i a i a d
   he b i l did d i . A d he ef e i ' he b i ' al
   f a ki g he igh e i . S i hi ca e ha I ld like - m
   ec mme da i i , i ha a e e a f he jec de a d
   he e i g a d ig ff li e .
   A d d ha , I ill al a d a aci g ma i . I feel e ld ch l,
   ha i e ible, acc able, c l a i e a d i f med. If I had
   d e ha i h hi a ic la ma ke i g ma age e ma ha e had a
   eali a i ha he e ha a ac all g i g ig i ff e
   ickl , he e h a acc able a he b a d e eeded
   ha e me i ibili i h ha e .
   S he ke e i f m hi i , h l ima el ig ff he k?
   A e he i l ed i he jec ? A d h i kee i g hem ab ea
   f ha ' ha e i g.
   M hi d le lea i ab c ea i g ela i hi ide f
   di ec e i g li e. The hi ill ca e f hei eam, eed be a
   lea i hei e e li e. S hi i a ab me ki g a he BBC. A
   he BBC I had h ee diffe e le . The fi le a I e a
   i f ma i a chi ec e g ki g i h he c e ma ageme
   em. M ec d le I led a jec c ea e g am i f ma i
   age . Which i he g am i f ma i la f m. A d i a c
   c ea e i f ma i ha a a chi ed ha a li e i f ma i f
   e e g am ha a b adca he BBC adi a d TV. M hi d j b,
   I a he e ec i e d ce i cha ge f c e d c . A d c e
   d c i cl ded ea ch a d a iga i a d g am, i g a d email
   b adca . A d all f h e e e ed a d he e a a mbe f he
   mall d c a ell. All f h e d c e e e ha had bei g
   ed b he diffe e de a me a d he digi al a ea.
   

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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 53
   S I a i ce al, media ce al a d he e a all he diffe e
   g ha ld e d c c mm ica e hei c me .
   N , I'm elli g hi beca e I - he hi ha I a ki g
   f h gh f me a a i f ma i a chi ec . The did ' hi k f me a
   he e h a leadi g he b i e . A d beca e i a ch a
   la ge b i e a d ch a la ge ga i a i a d e had h d ed f
   e le, a d i he h le f he digi al ld e ld ha e had
   be ee 1,100 a d 1,500 e le al a ki g i digi al. I a a la ge
   digi al ga i a i a a f a media. A d I a ma i ma aged. A
   ld hi k a d I had h ee b e h e e l ki g af e me f m a
   ech ical e ec i e. S ha a A d R bi a d Ia . I l ed hem a d
   I ld hi k f hem all a a d a d I ld g each f hem f
   diffe e hi g . B he e I did ' ake i c ide a i a he
   c lle f he i e e . N , I l e ha . I l e ha i le. C lle f
   he i e e . I BBC la d, i mea ha he a he e i ale f he
   c lle f BBC 1 a d BBC 2. S he e a e e le h l ked af e a
   f ll ele i i cha el. A d he ef e, he had he e . He had he
   a h i e digi al. O he i e e a ha ime.
   N he had h ee e le he ked i h a d h he ec ed
   e , e gl . A d I e i I aid "I ha e e ibili . I ha e
   e ibili f 12 d c , a d h e 12 d c I a a
   a eg ge he " a d I R bi Ia e e e , e i e f me
   ha a eg ge he i h m eam a hi i he e I hi k e
   h ld be g i g.
   Wha I did ' eali e i ha he c lle f he i e e a d hi eam fel
   ha he ed he a eg f all f m d c . A d ha I a a
   im leme e f hei a eg . A d hi all came a head he I a ed
   ki g ed i g he lice ce f Sea ch. A d e e fi e ea e
   ac all had g h gh he EU c eme ce ac all fi d a
   

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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 54
   e ea ch e gi e e e he c ac . A d m eam e e h gh
   m ch, i a a l g, ha d ce , e did i all, ge he he f ll
   d c me a i igh , fab l jec ma age I ked i h. A d e
   e i . A d a h la e A d came a d a e me a d aid,
   " he c lle f he i e e ha made a deci i . We a e g i g i h
   hi ea ch e gi e. We a e g i g i h Ne ea ch e gi e. " A d I a
   he e a d I c ied. I c ied beca e m eam had e m ch ime d i g
   hi . I c ied beca e e e e i m ch e e ge hi EU ce
   d e c ec l . A d I c ied beca e I he eali ed I had ' made he
   ela i hi ha a eeded f m k a d he k ha he eam a
   d i g be im leme ed. I eali ed I had made ha ela i hi i h
   he c lle f he i e e .
   A d he I l ked back a i , I a he e a d eali ed ha I
   had ma aged d e ell, a d I had ked i h m b e e
   ell, b I had ' de el ed ha ela i hi i h he c lle f
   i e e . I had ' a he e a d aid, ha a e e d i g a d h a e e
   d i g hi ? Wha d eed? A d ha d ee a i i ? I
   a d i g a l f - c mm ica i g b ki g i h.
   S m le f hi e f ca e i I a i he e
   a d ha e a l k a hem a d a , " ea ha e a b ". I
   h ld ha e a he e i h ha c lle f he i e e a d aid, ha
   d a a d h ca e k ge he ? Had I eeded ma age
   e cl i el . Mai l beca e he a ' g i g ma age d . The ef e,
   ha eed d i hi k ab he e h ee ke e i . If a ke
   deci i i bei g made, ill I be i f med b ha e ? Ha e I a ked
   hem ha he eed be cce f l a d ha he e hei a egic
   g al . A d ha e g alig hei .
   M la i ac all a f bei g fai l g d a hi . I failed a l , hi
   e i e f bei g ka . S I a ki g a JB Hi-Fi a d a d i g a
   

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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 55
   la ge jec a d a ki g i he b i e a ec . A d i ha , e
   e e d i g a mig a i f e i e e Sh if Pl a d I had h ee
   di ec I had k i h. The e a m b , he di ec f
   ma ke i g, he e a he di ec f a eg a d he di ec f IT a d I
   decided beca e hi i m c ci - i i m c ci , I
   d ' d i c ci l , ha I eeded hel ge ha i f a i g
   h d I k i h he e h ee e le.
   A d I e he e e , I h gh c ld eall hel me.
   A d ha a he di ec f HR. The e ma a hei le el. A d he
   a d I, e did hi e h ee - e did f h ee mee i g e 12
   m h , a d alked ab h I c ld ac all k i h hem. A d m
   f c he e alked ab i a he di ec f IT beca e I fel he a
   he e ha a ke f me ac all make he e deci i . S I
   c ci l e a d a ked him g b eakfa i h me. A d e
   e g i g f f igh l b eakfa f me ge k him. He
   a g i g i d a d i a Mag c me a d alk me, I eeded
   ac all make ha ela i hi a d ha k me back, he fi hi g he
   aid me a , " ha d a f m me" I a like h a, ka .
   Wha I a f m i de el a ela i hi a d de a d h
   a e. S b he e d f hi ime i h him a d e 12 m h , he a d
   I g he i f ha i g ha e b h li ed i he UK, he c ld alk
   ab hi h lida , e alked ab ela i hi i h familie .
   We alked ab ha I c ld d him a d he c ld d
   me.
   A d he a ac all e f he e le I a d i h he e
   did ' deli e he d c a he igh ime, a d I aid him ai le I'm a
   fail e. He aid, i ' . If a e a fail e I'm a fail e beca e
   i ' m eam h i ed be deli e i g. S I de el ed a
   ela i hi i h him ha I - b eall c ci l d i g i .
   

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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 56
    S I a a hi k ab hi he i c me he e
    e i e le. A d a hi ki g ab he ela i hi ide f
    mee i g . S i he bef e ime , e ld d c ffee, b eakfa , l ch
    ide f he ffice. A d i ' ac all e al Z m mee i g . S
    eei g if ca ge ha e al c ec i hem.
    The h ee e i f . H d e k ge he ? Wha d
    eed f m me? A d h a e ? Wha I ld like ake
    f hi i hi k ab e e ie ce . Thi k ab he e
    a e igh , a d if a f he e a ic la ca e die , he e ie ,
    e a e i h , a d k ha c ld d da .
    A d ha k . If ld like c ac me, ca ge me ia
    email Li kedI . M h e i he e if a ca ch a d ha e
    a 30 mi e ca i d a d alk me - make a a i me i h
    me Cale da l . Tha k .
    STEVE BATY: Tha k Mag . Ve , e e celle . We ill ha e e i
    f d i g he midda Q a d A. Tha k m ch.
    MAGS HANLEY: Tha k .
    STEVE BATY: O la eake f da a da h ee f i
    Je Bla . Je a d I had a g ea dca e i a d hi ic, he e
    e e e alki g ab a e f ame k , f ame k f eaki g
    a e l . Le ' i i h e e m . Which I f d fa ci a i g. I
    a a eall , eall i e e i g a hi k ab h e d
    e i ha a e bei g a ked he .
    I a e celle . S lea e j i me, i elc mi g Je he
    c ee , he' g i g alk h gh ha ic i me de ail. Hi.
    

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