Andy Healey - Assumptions are good for your UX

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 .
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UX A a a
UX A a a 2020 - #UXA2020
Da 4
F da , 28 A g 2020
Ca i ed b : Ke ie C ke

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ligh l diffe e ake ha a d he' g i g alk ab h e
ime he e ac all a m i ca be g d a d ef l hi g . S
lea e j i me i elc mi g A d . Hell .
ANDY HEALEY: H a e d i g?
STEVE BATY: Ve g d. O e .
ANDY HEALEY: I'm g i g ha e m c ee a d I ill a k ha g
a d gi e me a h ce ca ee m lide ha I d ' e d
20 mi e e e i g i h hi g.
STEVE BATY: I ca ee de k . N I ca ee lide . ANDY
HEALEY: N eake e ?
STEVE BATY: N eake e .
ANDY HEALEY: Hi, e e b d . Tha k f ha i g me da . O e he
la fe da e' e hea d a l ab bia a d i ilege i he e 20
mi e I'm g i g ha e i h a c le f ech i e ha ill
h ef ll hel ma age hem a li le bi . Bef e ha , hi, m ame'
A d . I'm a c e a egi a d UX lead he Check eam i
S if . I li e i M eal, Ca ada. I a h i g j i i A alia
b i ld ' ible beca e f 2020.
I m ed Ca ada f m E gla d a c le f ea ag . Whe I a
a i ed I a e ci ed, I a i g a d like a li le d g. The
c e d g e e . B he I f d e e hi g a ' i e a
aigh f a d a I h gh . L k a i . Sim le hi g like i g de
f d.

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I E gla d e ha e hi meal called chee chi a d g a a d I
ki d f l k g d, d e ' i ? Whe I ied de i i M eal, e le
e e de a me, he 'd m e hi i l a me, i e. I
chee chi a d g a i Ca ada i called i e. I ' hei a i al
di h.
S I a ed ge me m e f m a f ie d de hi i e.
I g a ba k acc ge he m e him. He aid I e ac i . I aid
ha ' a i e ac ? I he c ie e ha e aigh f a d em
a fe m e e le, g I e e ba ki g. I Ca ada he like
d hi g a li le bi diffe e l . S he c ea ed hi em called
I e ac, he e a fe m e ha e e d email back a d a d
f a d a d a e ec e e i , he al ki d f hi g , ha '
m he ' maide ame, ha a he ame f fi e .
Ob i l m f ie d did ' k he ame f m fi e . I ' a
em ha ' i e f i e a i . S chee chi , i e, a d I e ac.
The e a e he ba ic f life i Ca ada a d he e d i e, I e ac,
he make e e Ca adia , he a med ha he ld make
e e me. B he did ' beca e I had c e .
I UX e make a m i like hi e e da . Wh e a e,
ha he a , h he d hi g . We a me ha ha i g a de ig
em a d c m e e e a g d e e e ie ce. B i i bei g
ed a i e ded? Thi i li e all ca cel c l e.
Whe e dem a im a jec i a G gle Ha g i
Z m, e a me akeh lde a e gi i g hei f ll a e i . We
ea il f ge ha e le a e ki g de diffe e c di i . O like
he I ig ed eak a UX A alia, I a med ha I'd be ge i g a
f ee i d de . B , he e e a e. A d e , a m i like he e
ca be da ge . W g a m i ca ca e jec fail e,
a d g i g be d UX, ha e' e e e ie ced i 2020, i deed he la

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fe ea a d he ld, f ma , ma ea , ha e h ha
e ca ' a m i . A m i a e clea l a bad hi g,
igh ?
Ye , i eali , e make h a d f a m i e e da . All
ki d f i hi g like he he a a me ha a e
i g i g c me . I'm e ca hi k f le m e f elf.
The ' e a i eg al a f deci i maki g ce beca e e d '
ha e he ca aci alida e e e i gle e f he deci i e make.
M f ha e decide d i ba ed he a m i ha e'll ill be
ali e a he e d f he da a d i ' ab 9:00 a igh i M eal igh
a d I'm g d, I'm ea l he e. Pe le ell me ha I make
ma a m i . The d ' ac all a i b I k ha ' ha
he ' e hi ki g.
A a , e lide, lea e.
N , a a ece Sh if e e , C hia Sa a d Sa cie ga e a alk
deci i maki g. The c cl ded ha a deci i , e e a bad e, i
ill a be e ha deci i a all. A d i UX a d de ig , e eed
make fa deci i . I ca be a g d hi g be i i a ed a d hi
mea maki g a fe a m i al g he a . B h d e a id
he da ge e ? I i he e a igh a a d a g a make
a m i ? T da I'm g i g h h make hem he igh
a ca make he igh deci i f e .
We' e g i g d hi i h ee e e ai i g, ed ca i al a d
ac ical e , ha m e c ld a k f ?
N mbe e, i ' OK make a m i . N mbe , make
i cl i e a m i , a d mbe h ee, check a m i .
We ill a i h mbe e. Back he I a a i e i ,
h ee ea ag , e f m maj a hil h a d h e l , ha d
hea , i a eall diffic l , i a eall c f i g. I'd like ake

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j a m me a d ha e a hi k ab ha de a di g f
hil h i hile I ha e a dem c a ic d i k f a e .
N , ma be ' e imagi i g he g ea e mi d i h ma
e l i , b ildi g each he ' k , i i g each a e hical a d
cial i a a. Y 'd be g.
S me f ma k f De ca e a d hi c gi e g m, I
hi k he ef e I am. If G gle "I hi k he ef e I am" i g,
he e a e alm 600 milli e l . A l f hil h i ba icall he e
eall ma e le i c i g a d lli g each he . Pe le like
e he ma e g.
S , i he 1800 , a g f hi e Ame ica hil he decided
me hi g ge he . Le ' make me ba ic a m i e ca
m e f a d . S he k he d " agma i m" hich mea
make me hi g d e. A d ha ' he ame a he la ech l ga
Ge Sh1 D e. The e agma i e hem el e me i ci le he
c ld ba eli e hei a m i .
The e i i e al h i ce e e e e e ie ce hei
ld a d e i me i hei a , a hei ime, i a a ie
f i a i . If me hi g eem k a i fac il , he a me ha
i d e k a i fac il . A d al a all f he ibili ha a m e
effec i e l i ill be f d. A d if he e i ci le eem ki d f
familia , i ' beca e he di ec l alig i h e ce ha e ha e a
UXe . U e e a a d j e ma i g, da a a d e i g, de ig c i
a d UX e ea ch.
I UX e ha e all he e e ce . If me a e el e a "I
hi k m de ig ill k beca e m i i a e g ea " b i l ha '
eall da ge . B if me a e a "OK, I hi k hi de ig ill
k beca e i fi i i h e i j e ma i g e' e d e, e' e
e ed me f he de ig , i alig i h e feedback", he ha '

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me g i g e ide ce a d i ' i e a fai a m i make.
A d hi i fi e a d maki g e f a m i i UX,
k i g ha if ' e agma ic, a d ba eli e hem i g he e
e ce , he i ca be OK make a m i ge Sh1 d e.
N , mbe , maki g i cl i e a m i . A e ead f
c e i ch? Y ' e UXe , f c e a e.
Back i UK e ha e m ai e c e eam h a e g f
l ee ha hel e le h a e h a d l he m ai a d
like all g d jec eam a he e d f e e i cide he make a e
a d i li e. S me a e i e f . A c le ck i a e , d '
a k me h , he ' e i ed a d e e hi g. S me f hem a e '
f .
I 2007, Je a d Ch i he Pa a , h e e e e ie ced hike ,
d e f m O f d N h Wale . Whe he g he e, he b gh a
ma , c m a a d g ideb k a d e ff f a m ai called T fa .
The e' ea a T fa . I he la 30 ea , 17 e le ha e died
T fa . The c le g l a d Ch i he Pa a li ed a d fell
hi dea h.
N , i ecificall c i ici ed he g ideb k ha he c le had
b gh . I aid he i le T fa he ea a a a fal e e e e a i .
I' e g a c f he b k igh he e. Ma be hi ill hel . Ma be hi ill
hel . I ' j a big all f e a d a i li le ma . I ' clea ha he
a h made a e ie f a m i .
The fi f he e, hich i e d - ea . Wi h ha , he
c le babl ld ' ha e e e decided g T fa i he fi
lace. The he j ke ili g he a m i e f he he ,
each e maki g he i a i m e da ge . He a med hei
e e ie ce le el. He a med ha he ld fi d a d ead all f he
a i g , a d he a med ha he de c i i a d he ma e e clea .

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Wha ' i e e i g f i UX, i ha all f he e a m i c ld ha e
bee made afe b bei g m e i e i al ab h he c e a
c ea ed.
Nami g a e a id c f i ambig i , e eed
a al i ide if he blem ha eeded be l ed, i f ma i
a chi ec e make e he c e a al able a d ee if i a
e f mi g a e ec ed. All f he e hi g hel make a m i
afe . Like a g ideb k i e , g al i UX i l k af e e ,
ake hem a j e a d g ide hem h gh afel .
N c m a e ha g ideb k i h hi li e e hich make afe,
i cl i e a m i . I e migh be begi e i d e ' a i '
ea . I fac , i ecificall a i ca be da ge . I gi e a de ailed
ma a d i gi e e b e i c i a d h . The i e
de a di g ha f each f i e i ' he ame e b a diffe e
j e . A d hi i eall im a . He kee he c e clea a d
im le.
I 2010, he A alia b ea f a i ic c d c ed me
e ea ch i li e ac i ' a li le ld b i ' ill fai l e e e a i e.
A d he di c e ed ha e 45% f A alia aged 15 l ha e
eadi g kill bel he mi im m e i ed mee he c m le dema d
f e e da life a d k.
Mea hile, i he US, he a e age eadi g le el i ha f a 12
13- ea - ld. S a Sh if e ha e i b il i de ig em ha
ha ' he le el e h ld be i i g f a d he e' l f g d ea
d hi . Sh if e le a e b e le, ma agi g hei famil life,
he ha e a milli hi g di ac i g e le. Sa ah Richa d , h e
he b k c e de ig , i ' d mbi g d , i ' e i g .
S he b ild e fea e, de ig f e ma ke , be
i e i al ab c e a d make afe, i cl i e a m i .

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De ig f e e e, a d d ' lea e a e behi d.
OK, mbe 3, check a m i . A UX . S , I ece l
ked a jec a d e made a a m i , e did ' hi k i a a
bigg , e'd im ed a fea e, a d he i e ded i f all f
me cha . We k e ha m f hem e e , a d fai e gh, he e
e e me h did ' a eek bef e he la ch e e hem a email
gi i g hem he i . We a med he ld ead ha
email. P blem a , he e Wa a 40% b ce a e a d l 22% f he
email e e e , a d hi e a fe ala m bell i gi g.
L f me cha did ' k ha e'd ed hi f
hem. A e eam membe c mme ed, ha ' ideal. B i a a
al able lea i g m me . A he a f he eek, Ma k ke i h
eal ge c ab all he i ilege e le ki g i ech ha e, a d i '
all e. A he Sh if ffice e ha e a Ma i Ka m. The e' he
lide. B e' e all ad l , e e R a , h e hall lidi g a ha
i . A d e' e e ible f deci i . A a eam, e e e
e ible f h deci i im ac ed e a d e h ld ha e
d e me hi g challe ge el e e . I'm g i g ha e
i h a g ea e e ci e f d i g j ha .
I d ci g he a m i lam. S hi i a e e ci e e d a
Sh if challe ge f da i al belief ab a jec . A i e
e , , me, ce aid he ha de a m i challe ge i he
e d ' e e k ' e maki g. A a m i lam hel
c e he e hidde a m i .
H i k , ge jec eam i a eal mee i g m, a
i al e, a d b ai m all a m i ha ' e bee maki g
ab a jec . W i e hem all d -i . S c mm a m i
hi g migh be I belie e I e ha e a eed c m le e he a k fa e .
O I belie e he e eed ca be l ed i h a big hi b , me hi g

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like ha . S e d 10 a a 10 mi e i h each e i i g d all he
a m i he hi k he eam i maki g. Thi i e f he ma
ea i ' im a ha e di e e eam . E e e ill be ki g i
hei e f bia e , he m e di e e eam i , he ide he
ec m, ge de , ace, age, , he m e a m i ' e g i g
be c e i g hem.
Whe ' e d e, ha e hem b i g hem he b a d a d
migh fi d ' e maki g a i i g mbe f a m i . S
make hem ea ie ma age, g a d ca eg i e hem. A d he
ha e a ma ageable e f ca eg i ed a m i ca
a m i g id, hich e a ed ea lie .
N hi i made f f ad a di ided b i k a d k ledge.
A a eam, ake each f a m i a d hem he g id
ba ed h m ch al ead k ab hem a d h i k he a e
if he g g. L i k mea hi g m ch c ld g g, high- i k
mea i c ld affec ela i hi i h c me , eall high
i k mea i c ld affec hei ela i hi i h hei c me . A d
h ld e d i h me hi g like hi . H ef ll i h i h le High
i k. The le i k k ca ig e he di ac i . The high- i k
k ca im leme i la i g. The high- i k k ,
he e eed be e al a ed. Y eed m e hem he lef beca e
he m e k he le i k he bec me.
H d d hi ? A Na c aid e e da ,
a m i i e i . S a b de el i g e ea ch h he i .
F e am le, if e ha e a big hi b he ill c m le e hei
a k fa e . A d e hi ki g e . A al e e l , a d
he ca k ledgeabl i e a e de ig .
N , ma be ' e a chi g hi a d hi ki g ha d g ea ,
d e i eall k? Tha ' a e celle e i , ha k e m ch.

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Le me gi e a ick e am le. The e' a fea e e ha e a Sh if ,
ece l e amed Sh Pa . If ' e ig ed f i he h
li e ' e e ed a 6-digi mbe h e ca e e ha
i ead f add e a d de ail . B e me agi g i ' e fec .
The e ca be e k i e , c ce a d ec i a d .
S e de ig ed a e e me age fl a d e a a
a m i lam ee if e' e aki g a hi g f g a ed i h
a ach. A d i ed e e e maki g me e i k
a m i . A e e gi i g hem a clea al e , d he feel ec e
e gh, ill he lack f f ic i f eak hem .
We did m e e l a i , e e a d e ed hem i h e .
Whe e e e c fide ha a m i a lef ed, e
la ched. N , la chi g me hi g e i al a e ci i g, a e a i
E gla d, ca . Sh if Pa did milli f check e a ched h
i a e f mi g a d i a ki g. E e e a ha .
We b il a m e i cl i e, cce f l d c .
We' e ee he e' igh a a d g a make
a m i e ime ' e a i g a jec , a d , S e e, I
ill be a he e mi e bef e I fi i h, e ime ' e a i g a
jec ca emembe i ill be OK UX g a l g a
ake he ime check a m i a d make hem afe a d
i cl i e b i g all he l a di al. E e hi g I' e alked
ab da i me i ed i a c le f Sh if UX bl g e b m elf
hich li k a em la e deck f he a m i lam a d e b J lie
B h. Plea e ead J lie' .
Le me ell e la hi g, la mme I e f di e . I
de ed i e, i ha i e c me i m e ha e fla
a d me f he e a e eall i e ic . I d ' eall like ic . Thi ,
a a g d e e ie ce. Like he agma i aid he e i i e al

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h, like i h i e.
STEVE BATY: I ha e a I'm a fa f i e.
ANDY HEALEY: H ca be?
STEVE BATY: I'm j . I'm j g i g h ha he e. The e'
a c le f e i c mi g h gh i he Q&A a el hich e'll
e i he cha f ake a l k a . A d ha k e m ch. Tha
a a e me a d e'll ge Meli a. Tha k , A d . A d ' i Ca ada
he ca ' ge a a i h liki g i e b a a A alia h j
i i Ca ada cca i all , I ca like i . The e g .
O e eake i Meli a V de be g. Meli a' g i g be
ackli g a ic ha f m a e ig ifica a f ac ice hich i
ge i g m e e gageme i k h . Hell , Meli a. Tha k f
j i i g . I ca ' ee hea a he m me . Wai i g, ai i g.
Hell .
MELISSA VODERBERG: Hi, S e e, h a e ?
STEVE BATY: Ve ell. Tha k f j i i g .
MELISSA VODERBERG: Tha k f ha i g me.
STEVE BATY: I ill ha d e . Tha k .
MELISSA VODERBERG: The ca a d he ick. Ge hem d i b
make hem hi k i ' hei idea. Gi e b e he 10% a d fi e he
b m 10%. Wh k ha I'm alki g ab ? I'm alki g ab

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Andy Healey - Assumptions are good for your UX

Andy Healey - Assumptions are good for your UX

UXAustralia
PRO

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Andy Healey - Assumptions are good for your UX

Andy Healey - Assumptions are good for your UX

UXAustralia PRO

More Decks by UXAustralia

Other Decks in Design

Featured

Transcript

UXAustralia
PRO