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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

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uxaustralia
PRO

May 03, 2022
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  1. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a W e UX S cceed De T e da , 26 A 2022 Ca i ed b : Be ade e McG ld ick
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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 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
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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 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
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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 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
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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 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
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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 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
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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 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
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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 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 .
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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 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,
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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 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
  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
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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 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
  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
  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,
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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 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
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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 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
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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 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
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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 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.
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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 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
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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 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
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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 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,
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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 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
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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 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
  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
  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