Upgrade to Pro — share decks privately, control downloads, hide ads and more …

Jeannette Durick - Nuance, Language and the Subtle Power of Empathy

Jeannette Durick - Nuance, Language and the Subtle Power of Empathy

Nuance, Language and the Subtle Power of Empathy

uxaustralia
PRO

May 03, 2022
Tweet

More Decks by uxaustralia

Other Decks in Design

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
    W e UX S cceed De
    T e da , 26 A 2022
    Ca i ed b : Be ade e McG ld ick

    View Slide

  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 1
    MAGS HANLEY: Hi, I'm Mag . Thi i A abelle. Tha k m ch f
    j i i g . We' e ab l el h illed ha e . I ' he me al ee
    e le i he ame ace. S , bef e I a , I'll d he Welc me
    C . We ack ledge he Gadigal e le f he E a Na i a he
    adi i al c dia e' e mee i g da . H ekee i g. O ide,
    he e a e big g ee a ake he ile . If a ea
    a face ma k, lea e feel f ee. We d ha e cl ed ca i i g. If d
    eed ca i i g a d ca ' ee i igh , j le k . O ide,
    e ha e me a ie , e ha e me f i . The e a e me g
    he e - lea e g ab he g a d e he g beca e ha ill kee i
    afe. The e' c ld a e . A d hel elf milk f m he f idge. Tha k
    . D mai , h ha gi e hi fa a ic ace.
    Sha e Shif e . Tha k all f i g da . S ,
    ha k m ch. Al igh .
    JEANNETTE DURICK: Ca all hea me?
    >> We' e all e DIY he e, g . W ld like e e e ie i h
    e he e?
    JEANNETTE DURICK: Tha k e m ch. Hell , e e e. ..
    e e ie ce , li e , ma be bi a d iece ha migh fi d
    i e e i g a a k m e e i ab . S , hi i eall m
    e e ie ce i he la , a , 22 ea a a IT fe i al, de ig
    fe i al. I eall f c ed de ig i he la ea , b i ha
    I a ki g a mbe f diffe e le . B he e e e ie ce,
    c me e e ie ce, e e h gh a he ime e did ' ece a il e
    h e d h e e m . S , i h f he ad , I a a ff
    j b alki g ab he ea l ea f m life, j m ca ee . A d

    View Slide

  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 2
    eall hi i me, e i e li le gi l, de i g ha he a g a d
    i h he life, eall l ed cie ce a d ff. I a ed be a bi l gi . A d
    m lde i e , h ' ab 11 ea lde , aid, "If bec me a
    bi l gi , ha e di ec a imal ." Ob i l he a f m high
    ch l, ha a he bi l g cla , ha ' ha he k e . I a like, "E !"
    The I h gh a a me . N a a l ge , like migh ha e
    ee he da i g h . A me - I had he bigge c h him.
    All m f ie d a d famil gif ed me b k ab a m a d a a d
    gala ie , blah, blah, blah. S , I h gh , "Tha ' i . Tha ' ha I a
    g a d ." A d he i k e e ie ce i high ch l, I did ac all g
    NSW, I e a eek a he a h ic de a me , a d he g
    he e, he fe he e, a like, "A e e hi i me hi g
    a d ? Beca e e ha e a l f kid c me h gh a d b he e d
    he d ' ." I a like, "N , I eall a be a a me ." A a ,
    b he e d f he fi da , I a like, "Shi , hi i b i g!" I a a
    c ee , i i g, eadi g, f me f black h le a , I d ' e e
    k . A a , I a like, "OK, hi i f me." A i ed , I
    g ad a ed f m NSW U i - he ame i I did m k e e ie ce a - b
    i c ld ' ha e bee f he f m he cie ce. I did E gli h li e a e a d
    ch l g , e diffe e ha I h gh I ld d . B a he e d
    f ha , he I g ad a ed, I a like, "Well, ha am I alified d ?"
    Y k , i a ' a clea -c a d i g a chemical e gi ee i g deg ee
    a medical deg ee ha e e , acc i g. I a ki d f, ell, "Whe e
    d I g f m he e?" B a he ime, i a ki d f ha d c m b m
    ha e. I a eall i de ig i g eb i e a d ki g i h de ig
    g am a d c ea i g hi g . A d ch l g , I eall l ed hi ki g
    ab h e le ked. A d e f he hi g I f d eall i e e i g
    a , a back he , d i g m ch l g deg ee, a ha e ld alk
    ab e le a bjec . The bjec d e hi , a d e ld make

    View Slide

  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 3
    a m i ab ha he bjec h gh a d fel . A d a ha ime,
    e e h gh I did ' k a hi g ab hi , I a like, "Tha feel
    i he e l g ha I am fi l g a call he h ma bjec , a d
    ec dl ha I'm a mi g I k ha he ' e hi ki g a d feeli g." S ,
    I a ed, k , dabbli g i eb de ig he e e e a a age
    he e, k , e' e ki g i h hi ... Thi i e d e ' ac all
    i he c ee ! B a a , i di a ea . B ha ec i he e,
    ha ' ha he i e face ed l k like. Y k , j hi e black,
    a b ch f e . A d he e m ed me hi g ha a a bi m e
    g a hical, f h e f h emembe ha . The e g he b e
    ha e' e familia i h da . G gle Ch me, Mic f , Mic f
    Edge, h gh, b a a ha ' a he !
    S , a he ime, I a eall d i e b j c i i . I a l i g i ,
    I d ' k h . I d ' k h I l ed eb de ig . B I a c i
    ab i , I a eall i e e ed i h i ked, I e j ed lea i g
    ab i . A d he f i a ha I ld i e e a d bli h
    he e he eb. A d I ld ha e e le i e me a i g, "Oh,
    em a g ea . I eall m ed me." A d I fel like a cial
    i fl e ce bef e cial i fl e ce e e a hi g. B be fai , e he
    c e f ea , ma be fi e e le eached me, m each a
    ha g ea . A a h , ea l ca ee , gi e ha I had hi eal
    i e e i edi i g ff, c i ff, b , f c e, I had d e hi ag e
    h ma i ie deg ee, i g fig e ha I a g a d e a
    i e e i g. S , hi i eall i a a ic la de , he e l g . B
    j ab 1998, I a ed i h D bleClick, ac all . The e e a
    ad e i i g la f m. The e e all e e b gh b G gle. A d I
    a ed he e a a li le bi f a ech b ffi maki g ad ha e . S , he
    c i make hi g k eb i e - ha a me. A d he
    e e all I ki d f cha ged le . S , if l k he lef a d i he

    View Slide

  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 4
    ell , I had a h le le h a f le . A d he ela e, al h gh he
    ma eem be he face. B I a ed a a eb de ig e , ki d
    f ked i he ad e i i g ace a m e f ha ech ical e . The
    ki d f m ed i b i e a al i he I ked i h P C. I a a
    f he c me ela i hi ma ageme eam, agai he e' ha
    c me e e ie ce a f i , b e e e eall ed he d
    "e e ie ce" a all. We ed "c me life c cle" i ead. A d, k ,
    he I m ed i a i le i h Mic f , diffe e f a e
    c m a ie , Q icke , if k ha . E edia a d H el Cl b, li e
    a el, e-c mme ce, a d he e e all back i c l i g i h Em i e
    a d he C me E e ie ce C m a . B be ee h e f
    c a e b k e d , I e ab 10 ea i academia. Af e m
    ma e ' deg ee, I a ed hi ki g ha I babl a ed m e f
    c a e i academia beca e i eemed f ll f f e h idea . A d i '
    , i m mi d, i a ... F he l e f k ledge. A d I h gh ,
    "W , ha a ia! C a e , , I'm g a m e academia,
    beca e ha ' he e i ' a ." Ob i l a i g a a PhD de he ,
    e e hi g I had d e i he e i 10-12 ea mea hi g. I a
    back e a d I had ki d f lea ha academia i j a c - h a
    a c a e. B i a a eall i e e i g ime. A d a ha ime, I
    a ed ge m e a a e f all he e e m . Y k , i ibili , e
    e e ie ce, i e ac i de ig , c me e e ie ce, i e ac i , HCD, all
    f he e e m . A d I k ha e m ch he e i c e , I
    hi k, i he e e ie ce de ig , k , ha d h ld be he
    ke d he lead d. I mea , he e a e b i l diffe e ce
    be ee me hi g like h ma -ce ed de ig , hich i m e f a
    mb ella e m, h li ic, e i e ac i e de ig . B e all i ' e
    ea c f e he e e m i h e a he , e eciall if ' e
    me e h ' i hi m. E eciall if ' e ma be a CLO a ale

    View Slide

  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 5
    acc ma age , a d ' e hea d he e b d , hi ki g, "Oh,
    G d, e e e' d i g i , e' e g a d i ." O , "U e e e ie ce,
    ha ' he e i ' a , c me e e ie ce, e' e g a d ha . I d '
    k ha i mea ." Y k ? A d e ge me ime i a ick
    i i a ac i i e beca e e' e e e i g e le h ei he
    k hi g ab ha e d , he k a li le ab ha e d , a d
    me ime k a l , b e a el . A d I hi k ha I' e e all
    i e ed i ha e' e falle i a a f j ech i g me f he
    b d a d he fl ff e m back he clie . A d I hi k ha ha
    d e ac ice i i dil e he al e ha e b i g beca e i
    dde l eem like e e e i d i g de ig hi ki g, i ' j a b ch f
    hi g he all, i he ime f COVID, he b a d. B ha ' i ,
    b he e' m ch m e i . A d i ' a i e e i g ki d f dich m ,
    beca e e ha e all he e i e e i g hi g e d . We ha e ma
    g ad a e a i g m e i UX, e ha e ma e le a i g
    d a ca ee cha ge a d m e i UX. O he face, i eem e e e
    k i , k , he e i ' a . B he e eak clie , he ' e
    f e ime , I'm e... A d I hi k ha ' a eall i e e i g e i I
    ha e ' bee able fig e . S , h ef ll e ca di c ha , i h all
    he b ai i he m, h e migh be able add e ha . Whe I did
    m ma e ' , hich he led me hi k academic a d PhD, I a
    ded b he de h e e ei he a h l gi
    g amme acc ma age , a he e f m cial cie ce
    e ech ical e le. We came f m a h le b ch f diffe e a ea .
    A d a ha ime I h gh , "Oh, fi all I' e f d m e le." Righ ? S ,
    af e m bachel ' , I fel I had eal alifica i , I eak E gli h, b
    ha ' g ea . B he I had m ma e ' , I h gh , "Thi i i . Thi i m
    ag- ag b ch f e le. A d ha ' ki d f e f he hi g I l e
    ab hi i d ha I hi k ma f c me f m all he e

    View Slide

  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 6
    di a a e ca ee a d backg d . A d i ' e e ci i g. Al igh . S ,
    e e h gh ha a all g ea a d I a i l e i h m e e le,
    he I e ac all a ac i i g h ma -ce ed de ig e ,
    a I had bee , k , a gh i m e ea ch deg ee, I a ed c me
    ac , a he ime, I eali ed i ' j a he da . B he I
    a ki g, I ki d f had al a , e e i he la 10 ea , I' e
    al a ki d f bee i a le he e I' e b idged hi ga be ee
    ech l g a d ma ke i g. S , I' e al a ki d f fel like I'm a a la
    be ee he eam . A d ha ki d f fel like a a al hi g f
    me e h a i e e ed i h ma e e ie ce. B I a c mi g
    ac i a ce i he k lace he e he e' l f black-a d- hi e
    hi ki g. A d i ead f emb aci g ha , I ld be alm ki d f
    la ghed a , e i ed ab i . Y k , he e ld be eam
    mee i g ab h e' e g a a ach a l i , a d he ech
    e le ld be like, "D e d hi hi ?" I'm hi ki g, "Well, i
    de e d ." A d ha al a be he f e e I ld gi e, beca e
    i d e de e d. The e a al a a l f g e ha I c ld ee i he e
    i a i . A d af e a hile, I g a e a i f , like, j
    ge i g a clea a e . "We eed d me hi g, make a deci i , A
    B!" A d ha a eall i e c f i g me. "H d he e e le
    ee?!" A d i ' imila l , k , ki g i h l i a chi ec , I' e
    had i e a fe i a ce he e, k , I' e ked i h big
    e e i e a f ma i , ma be i ' a m ch malle iece he e i '
    c mi i g a ff- he- helf d c , a d he 'll ki d f e gage me
    hel i h hei high-le el l i de ig . A d I ill a k, "Tha ' g ea .
    F c i ali hi , di ec i ha , ha ' fi e. Wh ' e ?" A d he 'll
    be like, "I d ' k ." A d ha , me, a like, "Wha ? Reall ?" A d i '
    ill e ale . I'm a i g all f he e IT ac i i e e a e i
    ha a , b i ' ill e ale , hich i i i g beca e ha e

    View Slide

  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 7
    d i e , i ' 10 ea , i ' 20 ea . I fac , i ' m ch l ge
    ha ha , ha hi a f hi ki g ab b idgi g he ga be ee
    ech l g de ig a d h h ma hi k, ha ' bee a d i ce 1969
    i h, k , de ig hi ki g. S , I'll alk a bi ab ha i a ec d.
    B , eah, I' e gi e he e am le - black-a d- hi e hi ki g,
    a d a f l i de ig , b he e a e ma he . The e a e all
    e d m . S , l f diffe e i e ac i i h e le a c a e,
    clie , e i i , all f hem ki d f e i i g ha I a med a
    e b i , e b i ff. S , he ad eali i ill ha I hi k
    e e e i hi m de a d ha UX i all f he e hi g , a d
    m e, babl . I ' defi i el m e. B icall f e e a e ill,
    k , f ega ded a j - "j ", ha e ha i i e ed
    c mma - g a hic de ig e , i eg a ed de ig . S me e c me i
    al a a he e d f he jec , make i e a d g e a a . B he
    eali i e eall a ge i l ed ea lie i a mbe f a i g
    a mbe f diffe e e ea ch me h d a d l , a d he d c i h
    a mbe f diffe e l a ell, a d he h ef ll a e he clie a
    l f m e i a ed eff . I hi k e all k ha , igh ? B i he
    la 10 ea , a I aid, I'm i ed b he fac ha ha e ha e bee
    d i g f l g i ill... N , hi ide , if e ha e he ime i , i
    b L c S chma , h I ha e decided call f m he hi f
    h ma -c m e i e ac i . A ia a eall i me al i ge i g
    f a e e gi ee de a d ha j beca e ech l g ked i
    e m f hei c ce al m del, i did ' ece a il k f e d e .
    S , i did ' ece a il mee he e d e ' m del. S , i de la
    i ... Migh eed ha e i . N , ha ' g a k. Thi i a bi f a
    f i e ac i . J i g make h c ie . Thi i e f he fi
    h c ie e e . The e g a e all PhD- alified. Y d ' eall eed
    d. I ' all he e. S , he e a e e ma g .

    View Slide

  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 8
    (VIDEO PLAYS)
    >> U l ad a e a . Y a hem c lla ed, igh ? Face agai
    he l cked... We a 2- ided c ie . U l ad a e a . Y a
    hem c lla ed. Wha ? Re e e de f he igi al ? Y ' e g a be
    kiddi g. Thi i defi i el a b g. P e " a ". U l ad...
    >> Tha ' ... I d e ' a ha he a e a ... Did e e ?
    >> Oh.
    >> Need a i all e agai i d e ' emembe i ' d i g i
    he he ide f e e hi g. Ma be i j k i a a .
    >> Wha i ha ?!
    >> I k e i a g a be me hi g like ha .
    >> We e did c me i h a l f a e .
    JEANNETTE DURICK: S , I hi k e eall ake f g a ed h ea i i
    e h c ie he e da . Al igh . S , a I me i ed, He be
    Sim , i 1969, he a a f a e e gi ee , ed ca , a d he ac all
    alked ab i f he fi ime i 1969. He al alked ab e
    e ea ch. The e a e all hi g e d . A d me f , defi i el
    clie , h gh hi a j me hi g ha came ab i he '90 . B
    e' e defi i el bee d i g i f m ch l ge ha ha . A d i he
    '70 , he e a f a c e m eme , I e, i Sca di a ia,

    View Slide

  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 9
    he ' e all e egali a ia he e, a d a a f ed k,
    c e a i e k, he did l f die i - de ig e ea che did
    l f d i , "OK, hi i ech l g e ca e make k
    m e efficie , b e' e g a be im i g all he e ech l gie a d
    e me h d a d ce e f h he h ld k, b ha d e '
    eem fai . S , e eed ge h e e i , a k hem ab hei
    e e ie ce a d ha he e ec , a d ha e hem c -de ig i h ." S ,
    ha a ha e i g i he '70 . A d he i he '80 , e' e g hi ki g,
    bei g made m e la h gh S a f d U i e i a a f
    c ea i e blem- l i g mecha i m. A d he L c S chma , he cli I
    j h ed a b L c a d he e ea ch i ki g i h Xe
    machi e a d de el e , checki g m del , a d i g de a d
    h , a ha ime, he a c m e aid hi g - c m e e
    he a hi g h ld k did ma ch h h ma de d hi g
    h ld k. A d al he l ked a he a i hich he e a a
    dial g e be ee machi e a d h ma . S , a eall im a iece f
    k. A d he i e e i g hi g ab L c i ha he' a a h l gi .
    She' ece a il a f a e e gi ee a g amme . I fac ,
    he i a fe a a i e i i he US. She' head f a h l g ,
    cie ce a d ech l g . S , he e' defi i el a f i . A d ha ' ha k
    hi g like h ma -c m e i e ac i , hich ha e ed i he la e
    '60 , ea l '70 . S , i g e a d . De ig hi ki g, made fam b
    IBO, he S a f d, a d ha ' i he ki d f la e ea l 2000 . B he
    e ha e dde l h ma -c m e i e ac i , e e e ie ce, bei g
    a da di ed. Righ , h m ch m e alidi ca e ge ha bei g a
    f he i e a i al a da di a i ? S , a he ea l age , e e e ki d
    f - field a k a hi . B e' e h ma -c m e
    i e ac i f ac i i e . S , I ha e hi beca e I g a h ill he I
    ki d f did he backg d . Beca e I h gh ech e le e e a

    View Slide

  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 10
    b ch f fi a ce e le. A d I e j fl ff ma ke i g e le,
    ha e e . I ha e a ed b ild a a e al f fac a d hi i
    h e eed d hi ki d f k. A d i ' i e e i g beca e,
    k , if l k a he 1969 a da e, hi i a bef e Agile a d
    DSDM. A d e I f d, he I k i hi IT jec , e e e i j
    like, "We'll Agile hi , a d DSDM." D k i he DSDM m del, he e
    a e le , igh ? The ha e e e hi g f ame ked a d he e a e le
    f b i e a al , g am maj jec ma age , he e' he e,
    he e be ee - he e' e e - b he e' UX ac i i e , hich
    i , k , e di a i i g. B a h . Tha ' j e f he ma
    f ame k . S , a d e lai he alidi f m e i e ce a a UX
    ac i i e e he la 10 ea , I ha e ed a i mea . A d I'd
    l e b ai m m e i h , beca e I d ' hi k a f hem ha
    a ic la l bee f l f ked 100%, if e e 10%. S , ma f
    babl ha e ee hi . I ' a e cla ic h f, k , e
    de ig ha e hi k he e a , b he e ac all eed d
    me hi g el e. U e hi a a i d c , "The e e g , hi i ha
    e' e ab , hi i h i ' im a ." Thi i ha I e e e le
    h a e d bi ab aki g e e e ie ce a a f a jec . A d
    I' e al ied j if e i e ce agai b a i g i ' a fad, i '
    bee a d i ce he '70 , g a a e l f m e , he e a e all he e,
    k , e ea ch a e a d ack a d h , k , c m a ie
    a e m e if he ac all i c a e de ig hi ki g. A d hi k ab
    a d em a hi e i h hei e . S , I' e ied alki g ab i i ha
    e e. I' e ied h i g hem he g a hic , k . Le ' ake i .
    Pick d ha ma be diffe e eam ill fi d a li le m e ala able
    ha alki g ab , k , feedback a d abili a d accele a a d
    hi g like ha . S , a f he de i abili , admi abili , fea ibili - he e
    a e b i e ma ke i g d , el ha ill d a hem i a d c i ce

    View Slide

  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 11
    hem, a d a li le ee i he middle! D e ' al a k. The ,
    k , , like, a eal he e le h a e eall
    b dge -c ci a d e a , "He , ha eall fam a chi ec ? Yeah,
    he' a de ig e ." He aid, k , ac all , k , fig e
    ha ' ha e i g a he de ig ha e, d all m difica i he ,
    a d a e m e beca e ce a b ild d ' ha e
    cha ge a m ch a hi g a all. Sa i g ab 10 ime eff , m e ,
    e ce . S me ime I e hi - i d e ' al a k. S me ime I
    h he diffe e ce be ee ha I ee he diffe e ce i he a
    h ma -ce ed de ig eciali , i he a ge, a d m e f a adi i al
    b i e a al . A d I'm e ma f ha e ma be had k
    al g ide b i e a al ha e had i e e i g deali g i h
    b i e a al i i g fig e h c llab a e i a e ible
    a . S , I' e ied ki d f b eak i d hi a . Y k , HCD,
    f c e le. B i e i ill he e, ech l g i ill he e. Beca e
    f e ha I ge back a a e e he I a "f c e le", i j ,
    "We ca ' j b ild ha e e e le a . S me ime i ' ible,
    me ime i ' e e i e." We k ha . We' e al a g a
    gi e he e ha he a , j ca e bla che. B he I alk ab
    b i e a al , I a , "L k, he j fli i . We d e mall
    hi g a d e e mall l a d me h d ." B I g e a e ec i e
    be ee c mi g a blem ace i a li le diffe e . T e lai i
    ha a . A d, f c e, I'm e me f a e ha i g me
    igge i g e i de beca e ' e babl ee ha a milli
    ime . B I e hi a ell. Di c e , e d hi di c e ha e,
    a d e d ill i he defi i i , a d he e e he e diffe e f
    me h d a d l . S me f hem a e a li le bi like migh ec g i e
    ki g i h b i e a al , i ' ha ca . We d hi ff
    ha ' e familia i h. B me ime ha d e ' k. S , I

    View Slide

  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 12
    alida e agai m e i e ce b a i g, "G gle d e i . L k a hi .
    G gle d e i . Thi i ha he d !" I ' all ab i e a i e de ig a d
    hi i a e ice de ig ce , a d he e' a h le b k ab i , a
    h le f ame k! A d ba icall me ime I gi e . I'm e ' e all
    ee hi image . H e lai i i ca f m h e d ha e
    d , igh ? A he e d f he da , he e j a hi , b meh
    al g he a , i h b i e bjec i e a d eam i h hei KPI
    a d hei age da , g h gh a m l i de f ha e . Y k , h
    ld e a deli e me hi g like hi he , a he e d f he da ,
    e a deli e ha ? A d b i l me hi g de ig , i h he
    e ea ch, ca ge he e m ch m e ickl ha g i g h gh he
    h le de el me ha e, A, B, C, D, e ce e a. S , agai , hi g e ,
    j i e a i e de ig . A d e d ' ha e , k , c m le el
    ab age ake e a IT jec f m he diffe e ha e f jec ,
    he ill e i e diffe e l . Tha ' ha I ell IT eam ,
    me ime i h a li le bi f a ie , I feel, f m he eam. "Wh a e
    c me i a d ell me ha I eed de ig ?" A d me c ce
    ha e' e i g ake e de mi e he ali f k,
    hich i ha e' e d i g a all. S , e lide like hi
    e lai ha UX d e ' ha e be ac a h le jec , i ick a d
    ch e, m ch like e did he e. S , hi i a e am le f a big e e i e
    b a f ma i i he a . A d hi i ha I g f m he eam. I
    a a m l idi ci li a eam b d i e b he IT De a me . A d
    he e' all hi IT, IT, IT, bjec ma e e e , a d he lea i g a d
    eachi g ace. The e' a li le bi f HCD di c e ha c me i he e.
    A d he ha ' i , eall ! S , e ied a , "He , l k a all he e he
    a i hich e c ld ge i l ed, all he e c l ed b e ." S , e' e
    g a cha ge he IT ce b e' e g a a d ed ca e i , i a
    a . N be a i i g, b e' e i g h he e a e ma

    View Slide

  14. 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 13
    he i ie . A d e f i eall i ab cha gi g ha IT a e
    d i g em i g, d a icall , k , e i g he e i i g fl .
    I ' j a i ha e de a di g bef e e a de el i g
    cha i g d c ff he helf.
    S , I'm g a e d i h j a li le bi f a e ie f e f he
    a e I e d i g m e ea ch deg ee a UTS. A d he ea I am
    ha i g hi i beca e i a a a e hich I h gh a a a e f
    ime, be h e . M e i aid, "Y ha e idea. Li e a e
    e ie a e eall im a . We' e g a ge l f ci a i ." A d I j
    h gh , "Thi i all b i ff." S , ha e e ded d i g a
    l ki g a a l f diffe e ech l gie a d l ki g a he m h ha
    e i . S , I a a A alia Re ea ch C cil jec a he ime,
    a d he emi a l k a h ech l g c ld lde ad l
    i ld age a d mai ai ellbei g, he he ha ' i i al, h ical
    em i al, e ce e a. S , e did he e ie a d e a ha ma f
    c e blica i ab ech l g , ma f ee e e ill
    hi ki g ab e le h a e i la ed. The ' e all i la ed, he ' e all
    de e ed, a b de cie , ch icall ill. 55 ea i f e he age
    ed f die ha l k a lde ad l , igh ? B b i l 55-95, f
    e am le, i , ha , f decade he e. The e i h ge di e i i ha
    g . S , ca ' j a e e e e 55 i ch icall
    ill - e e iall , ha ' ha he e a e e e a i g. A d he ' e
    i ca able f lea i g e em , he j d ' ge i , a d he ca '
    e ech l g a a , h b he ? S , ha e eali ed h gh he
    li e a e e ie a d he die ha e a a b i l lde ad l ...
    I hi k c ld babl em e he d " lde " i ha c l m a d
    j c he cha e, igh ? Pe le a e di e e. Pe le d ha e
    mea i gf l ela i hi , i d e ' ma e he he he ' e lde .
    The ca defi i el c ib e cie . I ' a e c mm hi g,

    View Slide

  15. 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 14
    e eciall i me c l e , ha he lde ad l , k , ake ca e f
    babie , ma ake f fi a cial f hei child e a d g a dchild e .
    Ma lde ad l ill ac all a ha hei elf- a ed e e f ellbei g
    i highe . S , medicall , he migh ha e hea i e a d diabe e a d
    a h i i , b he ac all a e hei e e f ellbei g m ch highe ha
    he e e ha e. S , he d ma age hei age- ela ed ill e e a d he
    al icall e i die ha he a e be e ha e e . A d f e
    lde ad l d ha e he ca aci , b he d ' eed . Like, ha ' he
    e i e me ? Like, I'm c e l d i g hi e hi g i a ce ai
    a , i ' al a ked f me, "Wh he hell ld I e d X am f
    m e a d ime lea i g a e hi g? I ' babl g a ge f
    fa hi i a e ea . I'm j g a ick ha I d ." Tha ' f e he
    hi g. I ' ab bei g i ca able, i ' j ab bei g el c a
    i e e ed i lea i g e hi g . A d, fi all , ha e f d i e m f
    able e ech l g , a l f he die ha e a e e ki d f
    bia ed i me a . S , he e a e e am le - I hi k i a a he
    ime Xb a c mi g , a d he e a ide f age f he g a dma
    a d g a dchild. A d he g a dchild a like, "Thi i ha d , blah,
    blah, h , h , h ." A d he g a dma a like, "Oh, ' e
    g d. Y ' e m ch be e ha me, h!" A d he he kid g e f
    he m a d he g a dma i like, "Yeah!" A d ha i h b i l ,
    k , G a dma j a make he li le kid feel g ea a d
    acc m li hed a d ed. B f G a dma, i ' ab he
    bei g able e he ech l g , he ca , e j ha e be ca ef l
    h e i e e me f he e e l . S , hi a e a i g eall
    b i g ha he f e. A d e ha e ed i a a f me f he
    eachi g ma e ial i h de i he bachel ' a d ma e ' . S me
    de a e like, "Oh, hi i b i . Wh i e a h le a e ab i ?"
    B ha ' he hi g. S me f hi ff i b i . Pa ic la l if ha e

    View Slide

  16. 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 15
    li ed e e ie ce ha ge cl e eal lde ad l , ha e
    bee ai ed hi k i m e f a h ma -ce ed de ig a . Of c e,
    hi i e b i ff. B he ad eali i ma ac i i e ,
    he he he ' e g ad e e m e ea ed ac i i e h a e
    e ible f c ea i e ech l gie he 'll ac li e , ill hi k e
    m ch i e m f he e m h a d he e bia e . A d i ' j ab
    lde ad l , i ca be ab a ki d f g . S , m fi al i i ha ,
    f me, ha cce l k like i hi f ac ice a d hi ace, a
    I' e i e ed e he la , k , 22- l ea , i ha a he c
    f i f me, i ' a mi g ha he e le k ha I k .
    Beca e me ime I'm, like, emba a ed a hi g I a . Like, i '
    b i ! Like, i eem like I'm j filli g ai . B i ' al a he
    ca e. S me e le a e eall i ed a he i igh I ha e. S , he fli
    ide f ha i bei g e lea ha he k . S , j beca e I
    migh k ff ha eem e b i me, i d e ' mea I k
    e e hi g. S , al a kee ha c i me ali . A d ab l el
    e e hi g - he e' lace f a ga ce. Whe I a c -de ig
    k h , a d e all k ha e e ech i e like, k ,
    i d ci g el e b i g - a image ha e he ha e e la
    le a d e e ie ce , beca e he i ' a e ali e . I d e '
    ma e he he ' e a e i -le el e ec i e fi - ea i de ,
    e all ha e d hi ela i el ill ac i i , e all ha e hi k i a
    imila l c ea i e a , ge f c mf e. A d he i
    d e ' ma e if ' e had 30 ea f e e ie ce ' e j e e ed
    i e i , a e all a le el la i g field. S , lace f a ga ce
    i c -de ig . J back m ea lie i ab i g dil e al e
    f ha e d , b a i g hi g like, "We' e i g make a
    e a di a e e ie ce, deligh f l a d eamle ." Th e a e g ea d
    b a e bjec i e a d mea hi g, a d I hi k he d m e damage

    View Slide

  17. 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 16
    ha g d e a i a e i ac i i e . S , ha ' i f m me.
    I'd l e e he fl , ha e a bi f a cha . A d I k he e a e me
    e i , e ha . B I ld like lea e all i h hi e i .
    S , i e m f c mm ica i g he be efi f UX, h d hi k e
    ca each cce ?
    (APPLAUSE)
    MAGS HANLEY: S , d e ha e a e i f m he g ? OK. S , i
    e m f c mm ica i g he be efi f UX, h d hi k e ca
    each cce ? Shall I a ? I ill m e e . Beca e e ha e d . S ,
    OK, bee d i g hi f a hile. The e ha e bee ime I ha e bee i he
    e ac ame lace a Jea e e, he e g , "Oh, I'm j me e h
    he ' e g i g e ." "Y ' e a a f m ." S , I hi k m big e i
    al e e gi ee . Whe e ha e ided al e e gi ee ?
    JEANNETTE DURICK: Y ' e a ki g me?
    MAGS HANLEY: I'm a ki g ha e i !
    JEANNETTE DURICK: Well, I hi k i maki g me f he e i eme
    eall clea , d i g d e dilige ce bef e he ge a i he e he ' e
    ac all , "We eed d hi ," A d he he e a e milli f e i
    c mi g af e a d . S , i ha ce diag am ha I ha ed i h ,
    ha a ic la jec , e had i e a fe f he ac al de el e a ,
    "Thi i g ea . N e eall de a d h e' e d i g hi , h e
    h ld ' j b hi ech l g , h e h ld b hi e i ead
    f ha e," a d he c mi e acc di gl . "O if e ca ' c mi e,
    he he e ..." S , hi i j ab e gi ee , b he e f he

    View Slide

  18. 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 17
    b i e he e ice ide a , "The ech l g d e ' d i ,
    e k e eed cha ge he ma ageme la e eed a he
    de a me ac all , ma all , i h h ma i e e i , c e he
    ga ha he ech l g ca ' ."
    MAGS HANLEY: Yeah, I f d he la jec ha I ked , hich a
    a a e c m a i egi al Vic ia, I aid, "We eed cha ge he
    ma ageme g am." The ' e all g e, "Wha ?" Thi i ab h e
    ge Sha eP i k be e . A d I'm g i g, "N , , . Y ' e ac all
    g e le h a e g a be c ea i g hi c e . H a e e g a
    make e ha he k h a d ha he ' e c ea i g f ?" Q e i .
    >> I a j g a a al a ki d f be e e , e e lai
    e e hi g, a d he e a e id e i he i c me e i
    akeh lde i he b i e - d ' ll e e . J be e a d
    ead e lai e e hi g behi d m hi ki g, a d he j ki d f
    m e h gh ha . Beca e he m e i ibili a d he m e e
    a e ab c mm ica i g, he fa e b i g cce . Ye .
    MAGS HANLEY: S , c mm ica i g... Wh ' had a cce f l lace ha
    he ' e c mm ica ed he be efi f UX hei ma age e i ,
    i ' bee cce f l? Nic le?
    >> Yeah, I k c e jec . The la jec I ked a
    eall cce f l i b ade i g he c e f ha akeh lde
    l ked like. A d ha a eall hel f l i c mm ica i g he e c e
    f he jec . S , ha ac all did ide a m ch be e la d ca e f
    he l i be b ade ed la e d he ack.

    View Slide

  19. 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 18
    MAGS HANLEY: OK. Fa a ic. S , he akeh lde , make hem
    de a d ha he im ac i g i g be f he . I hi k ha '
    me hi g he e he ech l g i ab ... I ' j a em e' e
    i g i he e a ed i i a im ac ha e' e ha i g ac .
    A d he e alk ab heme, hich i S cceedi g i De ig , hich
    i h d e he make e de ig a e cce f l a d he
    ech l g e c ea e i cce f l? Beca e me ime - I d '
    k - I' e had ma c e a i i h ma e le, a d I a i i g
    he e g i g, "Thi i defi i el a f li c e a i ." A d I did hi
    iece f k ha e e came f i i . "Oh, m g h. I ha e bee
    he e ma ime ." Ye , e eciall he k i age cie a d
    he g , "D hi iece f k." A d g , "I' e d e hi . I e e
    ac all e a he e." A d me f ha i , he e i cce ? I
    cce ac all g i g h gh he de ig ce ? I migh be.
    S cce al he i , "D e ge b ild?" Beca e emembe b ild
    al a e d bei g 1.0, a d if ' e l ck , 1.1 a d 1.2. Ja a i.
    JANANI VENKATARAMAN: The i ha made ab black hi e,
    ha eall e a ed i h me. A d I a i i g he e, he mea i g,
    he e I c ld ee m akeh lde a i g he e I aid, "I
    de e d ." S , e f he hi g ha I a ed a a c ea i e fl cha . If
    he e' a hi a d ha , a d i a ed ac all make i clea ha he
    c m le i behi d ha i i ha e d a d he ki d f k ledge ha
    e add he e d deci i -maki g. S , ha fl cha i h i mbe f
    e a d "if " a d e , ha hel ed me ha e a be e c e a i i h
    he akeh lde .
    JEANNETTE DURICK: Tha ' g ea . I like ha e am le beca e i ' al
    i g a a efac - i he b i e a al ld a d adi i al... .. eak

    View Slide

  20. 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 19
    he la g age, i ' al e i g a he al.
    MAGS HANLEY: Michelle?
    MICHELLE: Jea e e, f j led i he e i ha I a ed
    a k. Whe alk ab akeh lde a d b ade i g he c e, I
    hi k eaki g hei la g age. A d he la g age f akeh lde a e
    diffe e f e e i gle akeh lde . S , I a ed hea a f
    i igh a d he a , he diffe e ha c mm ica e a
    b i e , a de el e , a i jec , a d a e el e?
    JEANNETTE DURICK: Yeah, ha ' a h ge e i a d a g ea e i .
    B I hi k he a I' e add e ed i al a j bei g (i di i c ) ba ic
    hi g , hich i if ' e a e ec, d ' ha e a l f ime ead a
    30- age d c me ab e e i gle i igh ha ' bee e ealed f m
    he i e ie k h , ha e e . Y j a check f ha
    d d i e cce , blah, blah, blah. Gi e hem a cha ce
    face- -face i all b Z m ha e e , ac all a k e i .
    Q ick fi e, d e. The d ' ha e ime. Simila l , k , i h
    de el e i he a , ha ' ked ell i he e beca e he
    c ld ee ha he eed d . Agai , i ' ab ickl ge i g he
    me age ac . I mea , hi i h l like e e i , beca e
    he a e mea c mm ica e i h c m le heme b i e im l .
    Y k , i ' me hi g e d . We' e j d i g hi beca e
    e' e i g j d i f f . The e' a le ha he e hi g ha e
    la , a d i ' all ab he ke i f ma i , ha i he ke e' e icki g
    , a ickl a ible. I k ha ' a ag e a e e i .
    F me, i ' al a j ab diffe e c m a ie a ell. Y k , i
    migh be a le el f akeh lde , bei g C m a X, ame le el a

    View Slide

  21. 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 20
    C m a Y, b beca e f ce e - ma be C m a X elie
    eekl dail e d- c mm ica e. S me ime , a he c m a
    ill email da e ce a eek. S , falli g i he h hm f a Mic f ,
    he ed alk ab he h hm f he b i e . A he ime, I a
    like, "Oh, m G d!" B i ' e. N I'm lde a d a li le bi i e ,
    I'm like, "I all ge ha ." Yeah.
    >> Bef e I a i i i e e e ie ce de ig I a a g a hic
    de ig e . A d eall i e e i g, a c m a ha I a ki g a , hi i
    j ha I f d made e le i e e ed hi k ab UX i c a e
    ha i he c m a , a efe e ce G gle. G gle A al ic , like,
    e le e e ma imi i g he ie , ha e e he a e a ...
    JEANNETTE DURICK: S , ha c m a ed i ha leadi g-edge
    c m e i a e d i g.
    >> ..b maki g e f he e ice. S , I f d ha ked ell. I ha e
    had c e a i i h hem e i l , b j a i g ha he ill ge
    de ig ...
    JEANNETTE DURICK: Tha ' !
    >> Yeah.
    JEANNETTE DURICK: C l. Tha k .
    >> Ob i l , I d ' ac ice UX m elf. I alk a l f UX de ig e . I
    al a emembe he e a e lad I ke a d he a ki g
    i h a eam. She j fel like he a ba hi g he head agai a all,

    View Slide

  22. 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 21
    i g ge ha f b -i . A d ha he l i a -
    j a , "Le ' d i a ld a d le ' me e i g." The had a
    fea e, "We ca b ild hi , d e." A d he ba icall ke , like,
    k , he e ec a d he g e , "S , ld e ec hem k h ee
    da a eek, e e e a - ime? Tha ' effec i el ha ' e
    d i g. If ' e g 40% i g ha , a e ba icall - half f
    ime i a ed ime. S , h a e i g ha ?" She aid i a a a
    he a able ge hem de a d. OK, i ' da a, a d he he e'
    da a. A d he e' i ibili a d he e' ... Y k , j , like, ha li k f
    c mme ciall ha he ' e d i g, b al i i effec i e a d h d ' e
    me hi g el e?
    JEANNETTE DURICK: I like ha .
    >> I al a ck i h me.
    JEANNETTE DURICK: P e ball , i ' i ?!
    MAGS HANLEY: Tha c me back he m e c e a i .
    >> Yeah, ha eem be he big e ibili .
    MAGS HANLEY: Whe e alk ab ROI, e alk ab m e . The
    e h alk a l ab hi ld be Ja ed S all. He d e l a d
    l f e e a i k hi . S me e f m ha e ec i e, i
    ill be eall ef l. B al a g i g back m e , e eciall if
    k ha ' he al e ha he ga i a i f c e , ha i a a f
    d i . A d ha ' al a - Ja ed ld a , ell, he e' ROI f
    UX. Ac all , he e i . The e i a ROI. We' e j g a k hich

    View Slide

  23. 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 22
    calc la i e feel c mf able i alki g ab ha e d ' feel a if
    e' e j b ll...
    JEANNETTE DURICK: I ' m ch ha de ha i d .
    >> S me ime i ' a a ha d me hi g e ce i . A d
    ha ' i e ab ac .
    MAGS HANLEY: Tha ' he diffe e ce. I ' c c e e, i i hi , "I am
    de ig i g a d de el i g hi ." A ed he ga i a i , f
    h m he feeli g f hi d e ' k f e ill eall hi hem a d
    he 'll g , "Oh, OK, ha ' diffe e ." B eed de a d hich
    ga i a i ' e ki g f , ga i a i ' e ki g i h.
    >> I ha e a ce a i f . S , j a ' e eei g a famil f ie d
    ha e ' ee f a l g ime a d he a k, "Wha d d f
    k?" A d a , "We k f de ig ." A d he a , "Wha ' ha ?"
    A d a , "U e e e ie ce de ig ." A d he agai , "Wha ' ha ?"
    Wha d a ? Wha i e e? Wha i he e e e ce?
    JEANNETTE DURICK: If I'm feeli g eall la , I j g , "I'm i IT!"
    H e l . I ge i e a l . E e m c e a e d e ' k ha I
    d , eall . J a li le ide - I a i Adelaide eek ag , j
    h e i i g f a f ie d f a f ie d, he ame i Jack . Jack a d he
    i e a e e g d f ie d f mi e. Jack ick me f m a h el
    m e he h e ake ca e f he f -babie hile h lida . She
    a , "Wha d d , Jea e e?" I aid, "The ame hi g i e
    d e ." She aid, "Wha i ha ?" If I ha e a bi m e a ie ce a d d '
    a , "IT," e e e ie ce, i ' m l idi ci li a , i l k a ch l g

    View Slide

  24. 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 23
    a d h e le e ech l g a d he a i make e e h ma ,
    a d I de ig like ha . Tha ' ha I a . B m l i ' , "I'm i IT.
    G db e."
    MAGS HANLEY: I'm a i f ma i a chi ec , I i he e a d g , "I
    ga i e hi g he eb a d hi k f m elf a a lib a ia he
    i e e ." M m he , h i 90 i a m h, kee g i g me, "Wh a e
    ill a lib a ia ?" "I'm ac all a lib a ia , M m." Beca e ha '
    he e he ca c ec i . S , I migh a , "I de ig i e face f he
    eb." O if a e i g a iece f f a e, me e ha de ig ha
    i l k like a d h i k . We ha e ime f e m e e i . G
    f i .
    >> Af e g i g e e e ie ce ha field, beca e died
    me hi g a bi diffe e , h did ha ha e ?
    JEANNETTE DURICK: Oh, l k, I d ' k . I ' ga ic. Like, he I
    a ed, a I aid, I did a l f dabbli g i eb i e . A d he g m fi
    f ll- ime j b i h D bleClick, he ad e i i g c m a . The j a ed
    make e me e c ld k i h HTML. A d he a l ki g
    a digi al ad e i i g, a l ki g a hi g like i e ac i e, ha '
    he le el f e gageme , ha ha e he i e ac ed i h, a i ROI? Y
    a hi ki g ab i i e a i a i e e m , e e e ie ce a d
    i e ac i . I a d i g a l f ha . The I a ed he ma e ' . A d I
    g e ha a he I a ed eali e, "Wha I'm d i g, ha I c ld
    be d i g, i called i e ac i de ig , e e e ie ce." A d he a he
    e d f ha , beca e he e a a i ake a e ea ch
    deg ee, I aid, "Yeah, I a m e f hi . I d ' a i j be ab
    e' e eaki g hi cam aig , i g i he e age beca e e' e

    View Slide

  25. 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 24
    ge i g affic he e, e' e g a cha ge he ale fi al, e' e g a e
    all he e he cha el a d ge hi hal effec a d ge e le
    clicki g beca e he ' e ee a ad he e a d a ad he e, a d he ee
    hi e le e ." I did ' a i be ale . Wh ? I j a ed
    e le i he he f hi g f a li le bi . I a ed eall
    de a d. Tha a he ca e. The fac ha e be a
    ac i i e de a d he g f hi g . A d , eah, I g e i a
    eall he ma e ' deg ee i he PhD, a d he j bei g imme ed i
    i , 100%, h ma -ce ed de ig , a d ali e ea ch.
    MAGS HANLEY: OK. I hi k ha ' i . S , ha k m ch, Jea e e,
    f ime a d f ha de f l e e a i .
    (APPLAUSE)
    We ha e me m i g ea he e. If a f ll , I'm
    e Jea e e ld l e alk e- - e. A d e ha e half a h
    il e a agai .
    (MORNING TEA BREAK)
    MAGS HANLEY: Shall e a ? Ye ? L el . OK. We ha e membe f
    c mm i h a e g i g be d i g a e e a i f da . A d
    Ja a i i g i g be fi e. We had a cha ab ha e e e
    d i g, a d I a fa ci a ed he he a alki g ab a i g a a
    a i a i e ma ke e ea ch e ea che . A d a d c e ea che . S ,
    da , alk ab ha ' i a me h d.
    JANANI VENKATARAMAN: Tha k . Hi, e e e. I'm e e ci ed be

    View Slide