Nancy Douyon - Navigating UX Design Across Cultural Boundaries

Every design decision has the potential to include or exclude customers. Global Research emphasizes the contribution that understanding user diversity makes to informing these decisions, and thus to including as many people as possible. User diversity covers variation in capabilities, needs and aspirations. I will discuss how we use Global Research to prioritize what product teams really need to build well and understand if their designs have relative ease of use that translates well to non-US users. Global Research priorities addresses some of the most challenging problems facing our global users today.

Transcript

1. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a UX A a a 2020 - #UXA2020 Da 3 T da , 27 A g 2020 Ca i ned b : Tina Fall
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 39 NANCY DOUYON: Hi, e e ne. STEVE BATY: Thank f j ining . If ' e ead , I'll hand e and ge a ed. NANCY DOUYON: Thank , g ahead and hand i e . STEVE BATY: Sha e c een and he e e g . NANCY DOUYON: He , e e b d . I'm e ci ed be eaking f m in e e ing Calif nia. Tha i he e I'm l ca ed and I'm in e e ed alk ab he k I' e d ne ac he gl be hen i c me nde anding h UX i de igned ac c l al b nda ie . Le ' g igh in i . Wh am I e en alking ab hi ? I am f m he ld f cience. I ha e an enginee ing e ea ch backg nd, de ign backg nd. I a king n m Ma e and al m PhD, h man c m e cience - al a c i ab man hing . One f he hing ha ' diffic l i I c me f m Hai i f m a mall i land in he Ca ibbean and a ching h m famil na iga e in hei n ld and na iga e in he Uni ed S a e and eeing h f lk in Ame ica na iga e in Ame ica and f lk in Hai i na iga e in Ame ica ha been eall a emi e m e e ience i h de ign. S , le me ake dee e in m h eh ld. I'm n f m P -a -P ince, hich eem be he lace a l f e le kn ab in Hai i. I'm f m he h ide f Hai i. I ' an ag ic l e ace, e e b d i ba icall a fa me . M a en a e fa me and hi i he h me f gene a i n ha m famil g e in. I ' ama ingl ema k hen I ha e hi i h f lk in Ame ica. The l k a hi and a , "Oh m G d, h ha e ffe ed? Nanc , he ggle i eal." I '
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 40 in e e ing me, beca e I nde ha i i ha he ' e eeing ha I'm n eeing. Wi h f he e i n he a , "Tha f i dec e i , g ha e fi ha . Whe e a e he ind ?" The ' e n he ide. The ki chen i ac all n he ide. The chicken m be he nl meal ha e f ea . F me ea n hen I gi e e le addi i nal c n e ab hi h me ha l k like a h . I ne e h gh f i a a h , beca e i ' a h me me. Tha f ha made i h gh h icane and ea h ake . Thi hing kee he in ide f h me c le han ai c ndi i ning. T me, i ' highl f nc i nal. When he alk ab " he e' n elec ici in hi c mm ni ," I nde if he hink e le a e n e a ing li ing. Wha d kn if he e' n In e ne elec ici ? The e f lk a e d ing fine. Wan kn h ? Behind ha all he e n he lef -hand ide f m c een i a beach. Tha i igh , m famil membe a e fa me n he c a f a beach. When I gi e e le ha addi i nal inf ma i n, f me ea n e le l k a hi h me and decide hi i a beach cabana. Wha ha ened? The ame e e ience hen I g h me in Ame ica and I in i e famil membe like m g andm he came ne da and a ked me ab he g een e e he e in Ame ica, he e la n . She a ked me, "Wh a e he e e he e?" I aid he , "I ' a bea hing." I ' like, "Wha d he d i h hem?" "C i and l k a i and i n i ." "Wai , le me nde and. The can ge he g a hi g een, b can' g ege able ." Ve in e e ing he e e ec i e f m diffe en ld , b ha d e d i h hem? I en highe ed ca i n and lea ned a b nch f hing ab hi idea f c l e, de ign, enginee ing and nde anding h e b ild f he ld. A I en n k a a n mbe f c a i n I n iced he eam and b dge g malle and he in igh e e e l cal. He e I am king a in e na i nal c m anie de igning d c , b d ing all m e ea ch die in Silic n Valle . Wha d e ha mean f he e f
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 41 he ld hen ' e b ilding f he e f he ld? Wha I a ed n icing i f en he de ign a h a g ing f m defining elea ing in he ld. I a ched m l i le jec ge hel ed, b 12 ea ag I a king n andemic f a e and ha d a e ha ended being hel ed, beca e e c ldn' nde and he c mm ni , in hi a ic la ca e, he bab b me f Ame ica. The elde ha e e g ing be ending in he e h i al . 12 ea ag e kne hi a g ing be a blem. We kne hi , b beca e e c ld n nde and e and e en f m defining i f hem - beca e e kne he needed he l i n - and elea ing i he ld, he jec ended being hel ed. I ked n nne f d c ha g hel ed f m e e maj c m an ha a n ha la li . Wha I eali ed ickl i ha he ea n me f he e jec ge hel ed i beca e he e' a le el f i ilege ha inf m de ign and being in hi e e ni ed cie being in Ame ica, being he e I am in Silic n Valle , I a ee ha ha en hen b ild f m a i ileged ci c m ance and ead i he ld and I a ha di a e cc ed and I a ha in cc ed and h h e in cc ed. I h e ha ha e i h da a e g h gh me e am le . S , he fi hing e alk ab a l - i ' bec me a b d - e need inc ea e em a h , e need nde and e . If e j nde d e me f he e i e ld n ha en. He e' he hing ab em a h . D e i g fa en gh? Wha i em a h in he fi lace? S e, i i nde anding he e ec i e f he ie , he in f ie , b le ' ake ha in me ac i n. I'm g ing gi e g an e am le la al ng i h me. When e' e leading i h em a h I kn g a e leading i h hea . Y eall ca e. If I ld ha I am egnan and ha ing a bab b and all f a e g ing be he g d a en m bab and all I an d i de ign a m bile f m bab , he hing
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 42 ha a e ab e he c ib. Y g ld babl a l f em a h , 'd me ca , ae lane and ain and be eall c n ide a e f hi e e ience f m child hen he ee all he e ama ing hing , i ld be ama ing, igh ? H e e , h i i ha e ha en' aken in c n e ha hi child ma be eeing he b m f he e , he heel , eak. The b m f f he ffed animal . If he ' e n big en gh and and la i h he e hing , ha e e ience a e e gi ing hem? A e e gi ing he f ll c n e hen e hink ab em a h ? If e a en' hinking ab ha , h d e make e e incl de he e he e ec i e ea lie n hen e ma n al a be e i ed d ? Tha ' h I decided c me i h hi e m n bili c m le . I an ed e le nde and hen ' e in a i i n f i ilege me ime nin en i nall c ea e l i n i h acc n ing f n e lici and im lici bia . S be clea , e' e all bia ed. I'm bia ed m elf, b hen e d n' acc n f i hen e' e d ing he k ha e d , c n e en l e end a ing el e n he back. We de ign l i n ha make feel g d, b n nece a il i hel f l f he ld, igh ? S , f e am le, hen m famil a ca gh in he Hai ian ea h ake in 2010 I a he e a da bef e he ea h ake, landed in Ame ica and all m f iend c n ac ed me hel me. B ha he did a he ld me, "Li en Nanc I ha e all he e cl he , he e can I end i ? I ill fig e i and end i Hai i." I a b ing ab m famil mi ing a he ime, b hank G d he a e he e. H a e f lk c ea ing l i n f ending cl he Hai i hen b ilding a e d ne, he e' a ch le a b eak. A e ing he he ain ' e e e iencing and an hel me in me a ? Thi i hen hel bec me cha i , b n nece a il hel . I ' eall im an ha e ake he ime a k he igh e i n ahead f ime make e e' e n hel ing in a a ha h . S I
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 43 an ed be clea ha i ' eall im an ha e enc age e le be hei m c i e i n f hem el e , igh , b e al an enc age f lk h ef ll b he end f hi eak hen me hing i n' i e king. H ef ll hen lea n ha me hing i n' i e king eak n en gh can make he ha d ch ice ei he l ng a jec e can ake in me f he e c n ide a i n eak in de a e a jec in de f make e ha e ha e he jec de igned he igh a f n . S , e'll g in ha a li le bi m e. Wha end ha ening i de ign end inf ming he . Thi i a fa he , he' changing hi bab n he fl and he ea n he' changing hi bab n he fl i beca e he e a e ba icall n bab -changing a i n in men' m in Ame ica. D e ha men d n' ha e babie n hei n and d n' need bab changing a i n ? Tha ' n nece a il e, b i ' he e kind f c nce e d n' hink ab hen e hink ab de ign in limi a i n ha mean ha e a e c ea ing bia f he in he ld. B hen a incl de me ice ha ma n c n ide - c n ide , f e am le, an gende indi id al and c ea e all-gende ba h m , n ' e c ea ed ni ie n j f h e indi id al , b al f men, f men, f he , beca e e' e c n ide ing he c n e , he cena i and he c l e in de c ea e a m e incl i e ld. M fa i e e am le alk ab hi i Ta he cha b . Mic f came i h hi ama ing cha b ha a ed be be ne in i ible f iend. Ba icall he ld eak . Y ld a "hell " and he c ld e nd back and he m e alk he he ma e he ge . Unf na el i hin ab 6 8 h Ta a ed c mm nica ing like hi . "Hi le a igh I ha e he Je ." She a ed l king f men and a acking hem n-line, a acking hem b ace, j finding all kind f in e e ing in l . Whe e he hell
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 44 did Ta lea n all f hi ? Well, he lea ned i e i e . She lea ned i f m he in e eb and i make nde hen Mic f h i d n a 16 h h he didn' ca ch hi in he fi lace? Wh in he ld did he elea e a echn l g ha a nning a nd am an , b n ac all - h c ld he n ick hi in hei n e ing ha hi c ld ha en? I n a l f he e ing f Ta a d ne in China, c ld imagine beca e f he c l al diffe ence he e hen e me hing in ne lace and in d ce i in an he ld i ma e a e diffe en l . I ' he ame a ha hen l k in a G gle ea ch d c e n e migh ee in he image m f he d c a e male and migh ee in he image f n e , n e a e men. D e ha mean ha d c can' be men and ha n e can' be male? Tha ' n he ca e, b ha ' h he In e ne lea n . The AI i lea ning f m ha e a e a bia ed cie and i i e a a ing and i ' e n ibili gi e i he addi i nal c n e , he he ha i ' e in he ng lace, "He , le ' b ild a c m ile c n cience n f hi nde and aci m and e i m and ha i n g d." Tha ' me hing e'll ge , b f n , ha can e d da ? Wha e can d i de igning f e e n e e e d c can be m e caleable and gl bal. Le me gi e an e am le f me d c I ked n a Ube . Ube i a gl bal c m an a g kn , all e he ld. M le a ne f hei gl bal lead a ge in igh f m a nd he gl be e c ld b ild d c ha e e e e en a i e f he ld. We a ed n icing ha e e e nning in a l f diffe en i e in a l f diffe en c n ie i h each de ign elea e. The e a ne in he e e elea ed a de ign he e e l 30% f e in an en i e c n beca e f a de ign elea e, beca e i a b il in a il and e didn' ake in acc n me c n e . He e e a e hi c m an Ube , i c n inen and a he ime I
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 45 a he e 77 c n ie e 600 ci ie and e e e b ilding l i n f lace like hi . Tell me, h ld g c ea e a ick- e ima ed ime f a i al f a lace like hi ? Whe e d e e en ick hem ? I hi ch a ni e blem e' e j g a a a f m i , e j can' l e hi . B he e e a e in India e ha e l e f blem like hi , b ha ' im an f ing l e f blem like hi i he ac all , in fac , benefi n he he end. If can de ign a l i n f lace like hi , hink ab de igning l i n f hing like gian fe i al a nd he ld and c ea ing ick- f ha hen he e' diffe en c d all e he lace. I ' im an e ha e hi incl i e e ec i e and de igning i h he ld in mind ha e' e n limi ing el e . O he i e e end l ing c m e i hich I' e een ime and again. Le ' alk ab he de ign ce e icall d in he S a e . We iden if he e i emen , c ea e e ca e ba ed n h e e i emen , e b ild a k fl , and cena i . We i ef ame, e c ea e l FID de ign, e d e ea ch, i e a e n ha feedback and deli e he de el men f he k i hin hei in he ld. We la nch, e en iall . D e hi de ign ce k gl ball ? F me, I eali ed I an in me i e hen I a d ing hi a Ube . I eali ed e needed me hing m e ni e ca e he e in igh , I ge he a eam. I ge he he gl bal caleable e ea ch la f m, hich e had a leade in E e and e b il eam in India and in La am. We ecificall ch e h e l ca i n La in Ame ica and India, beca e e fel he e e cen ali ed en gh each he f lk and he ni ie e e e ge ing he e and he g h a ma i e. S i a eall im an a e e e elea ing de ign e e en' l ing c me in he e lace , b ac all ing make e ha e c ld ackn ledge he he e need b ild e a a e eam he e, if e c ld ac all b ild and d ce de ign he e in he Uni ed
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 46 S a e ha ld k. We hi ed eam in Me ic , B a il, India and E e and e en all e ended king i h f lk in A alia and he l ca i n a nd he ld. We de igned ce a li le diffe en l . The fi hing I did hen I j ined he c m an i I an ed kn , he e i i ema icall ha deci i n ha en? He e in he S a e a l f ime i h enginee ing de a men h a e he la nche , he a e he g d he e i i in PRD ce . Tha ' he d c e i emen d c men . Tha i he H l G ail. If i ' in he e, hen i ill c me be. S I an ed be in he e, igh . I an ed inf m all d c eam and enginee ing eam ha e needed ha e a gl bal check in make e ha ea lie n e c ld ge e le ge me in igh . I d e n' ha e be all j a li le bi f me hing, and h d I c n ince meb d a eam gi e me me hing f n hing? Wha I e e ed he eam a he gi e me an i nal lace in j d c eam . Ube e ha e ide eam , d i e eam . We ha e Ube Ea , m ne eam , all he e diffe en eam and I a able c n ince a d i e and a ide eam le me ge in hei PRD and a check in ha a a bmi f m. A k an hing a he e i n. If ha e a jec c ming in and ha e me c i i ab h hi migh a k in he he ld a k e i n and if an hi be e ed e can ge an e in a li le a 1-2 eek all b im l a king a e i n. B , f c e, i ' a li le bi m e c m lica ed han ha . We an be a f e ea ch. We a ed ge ing a b nch f e i n and me f he e i n e g e e - h ne l m f he e i n e g e e ab alida ing idea ha e le al ead ha e. He , I b il hi hing and I hink i ' g ing k g ea in B a il. Can e hi f me and ell me h B a ilian ill e nd i ? I kn ede igning hi d i ing ce hel hem lan hei da i g ing be nde f l hen e e i in B a il. A l f
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 47 ha alida i n d e n' nd like f lk a e changing in c n ide a i n changing hei mind if a diffe en in igh c me in la , b e'll ge in ha . F he m a , in de ceed i h in hi gl bal caleable e ea ch la f m, hich I'm calling GSR, e a ked hem a k a e i n, a ici a e in a mall deb ief and hen e ld inc a e e i n in me f he in e ie e had al ead anding in he e l ca i n . We had bi eekl agile die g ing n in he e l ca i n he e he e e j ai ing n hand, he e eam , f a e ea ch e i n ha he e e g ing e . S nd a li le g d be e, b ha ' ha e did. We a ked if e e an enginee de igne ha l cali e a k fl . If ' e g ing de ign me hing e can' h San F anci c if e' e e ing in A alia. I ha h S dne , A alia n a ma - li le hing like ha . We ld hem ha e ld c nd c he e ea ch, abili Ding, ca d ing, in e ie , all e needed hem eall d i h f finding . The elimina finding e e e able gi e hem in le han a eek' ime e e e able gi e a high-le el e l in a eek. We had eam c me ge he , deb ief ickl and gi e hem a e l . Th e a e l a en' he fficial e l , h e a e j a e l . The f ll ing eek e had ime d he final e he e e ld ide hem i h gge i n . We ld l in de ign eam , make a deci i n he he e needed i e a e and e e a ha in and e a he ce e again. We ecei ed a nne f e i n . T nne f e i n , e decided c ea e a i i i a i n c l checkli in hich didn' j bmi a e i n, a ici a ed in a 15-min e deb ief. Thi i he e e c ld ick if e e alida ing an idea if e c ld n ha idea in a e ea ch e i n. Diffic l f f lk d , b e e e able ake ha i h eam and change i in a e ea ch e i n. Wha e lea ned i h hi 15 min e f ime a ha he maj i f e i n - beca e
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 48 e had he e eam in a l f he e lace - c ld be an e ed j a iall , beca e e had diffe en c n e c ming f m eam e hi ed l call man h e lace . F e am le, if meb d came and aid, "He , e hink ha ca h n' k in India e hink e need e a e in X, Y, Z f m." The f lk h e e he India eam c ld a , "He e a e hing didn' c n ide ." The f lk in B a il a , "Tha nd c l, b in B a il he e a e c edi ca d ha a e j f f d nl ha em l e ha e?" Wi h he e in e e ing in igh e e e able g back he d a ing b a d i h enginee and he e e able a making de ign change igh a a in le han 15 min e . We al an ed kn if hei jec e i n e e i i i ed b he HQ and if he e a an egi nal i i i . If aid ha , "We an e hi in c l mn bia," hen i make en e. Wa i a i i f ha ace, be e e i in B a il Me ic ? We a ked ha he make a c mmi men im ac f he d c . Wha ha mean i an hing ha c me f hi e ea ch ' e c mmi ed aking he e in igh and making an im ac i h he d c . S if i d e n' n he a like i ' e c mmi ed aking he e in igh and d ing me hing diffe en . We a k ha he a e ead . We can' j d e ea ch jec if ' e n ead . We an h e l cal e and e an e ea ch lan make e he a e aligned i h an ac al e ea ch e i n and i ha all he he fac ha migh be inc a ed i h eadine . Then, e an kn if he e a an ni d a egic l ng- e m ela i n hi . Thi i he e i ' a l f f nda i nal e ea ch came f. La l , e a ked f feedback. I a eall im an a e e e e ing hi gl bal g am ha e g feedback f m he f lk , he enginee ing eam , de ign eam king i h e c ld make g am m e b and be e ha e e b d c ld benefi . Remembe , e' e ing change em , e' e ing
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 49 make hi me hing ha ill li e be nd . We e ed i . I n' lie, fi e am le e e f ball , e le didn' , he fi e i n e ended ge ing a - h ld e l cali e d c he l cal lang age ? F e am le, in India hen e e e d cing d c in Bangal e hile he fficial lang age i Hindi, h ld e an la e he c een he l cal lang age he e? D e ha mean e ha e d ha e e he e? Tha a ne f he e i n . An he e i n a , h d e le e nd ill a i n e h ? Sh ld e h f lk ill a i n n h d hing e h n h d hing ? S meb d ening a d and en e ing a ca an ill a i n ca n cha ac e ? We did e e e ie , abili e ing and c -de igning in me ca e i h hi agile ce and e ended lea ning and de igning gl bal g ideline ha c ea ed ema ic change. The e li le e i n hile he eem like he ' e f ball ended bec ming eall h ge g ideline . F e am le, l cali ing lang age ended bec ming me hing he e e lea ned ha in man c n ie ce ain d ha e emain in Engli h. W d like i e, hen an la e a e ac all m e c nf ing e . Tha a a eall in e e ing g ideline ha he e a e ce ain e m e en hen l cali ing in ce ain lace ha migh ha e e he Engli h e m. When i came ill a i n e h e lea n me eall c l hing , a ell. We lea n ha ill a i n , f e am le, a e eall g d f ed ca ing and aining f lk , e h a be e f h ing e le h he c ld be. F e am le e h ed an image in India f a man h l ked e eal h acc ding me f he e indi id al . In a h b a ca he aid, "W , ha i h I hink ha I ill be if I k ha d en gh, I migh be able gi e m ife hi ni ." We hea d e e al an e like hi . The didn' hink ha he man, f e am le, a he ac al d i e f he ca hich i an he cena i ha e g
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 50 k i h. B he a i a he e image , he e h c ld be ha I c ld bec me and h e e e g ideline e ended c ea ing, a ell. We c n in ed e ing a e i e a ed in he g am e a ed d ing a allel egi nal e ea ch n j abili e ing and ca d ing e did in e ce in diffe en l ca i n . He e, in e ce a e kind f like hen d a cafe d a hall a ab d i in a c ffee h and a k e le e i n . I a eall ea d hi in he c n ie , beca e he c n ie end be high- ch and he ' e e e ci ed alk he ea he e in Ame ica, e le ill m e f en g n-line han g me lace ge hel . We e en hel ed de ign jam he e e a ked c -de ign l i n ha e e f a ing f hem. We made e ha e ke am le i e - l c n in . If e e g ing e me hing in Ame ica, e an ed make e a lea e ed in Ame ica and he l ca i n . Tha migh be India and B a il. Tha migh be B a il and Me ic . Tha migh be Me ic and India. Tha migh al be Af ica, beca e eam can a el. We c nd c ed i ne- n- ne in e ie and abili e in he e l ca i n hen e e e d ing die and made e d c eam a HQ e e e ing i i i e ha a im an d c eam e kne ha i a g ing be me hing ha ld la nch. S me f he challenge a c - egi nal anal i . Man, did e lea n me hing . F e am le, ha ea lie e am le I alked ab - d i e ing make e ha d i e lanned hei da be e - hen e e ed he de ign in Ame ica in B a il and Me ic he la ghed a , beca e he aid, "Wh ld e an kn ab eak h and ea he nl ?" Tha ' i ? We kn hen he e' affic, he e' al a affic. Wea he , e l k a he k , cl d m e, e kn ha ' ha ening. He e, e a e e " n de ice ", e ma n echnicall l k a ea he ha a . B in b h l ca i n he aid, ha e an kn ab e en . B a ilian
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 51 ld he an ed kn ab e en , beca e he an ed ge cl e he e en ge be e clien . Make en e. B hen Me ic he aid he an ed lea n ab he e en a a a f m he e en . The eali ed ha he ha e g m ie c me , beca e he e a h ld ime , l ng line , i k l ng ge lace . The b n a b nch f ga . I a n h i hem. S i h he e diffe en in igh e didn' j b ild me hing diffe en f Me ic and B a il. We eali ed he e a a a incl de hi f e e ne, infl ence e e ne e b il me hing m e b . An he challenge a j b ilding ela i n hi a nd he ld. A l f eam in he e he l ca i n didn' kn h c nnec i h he HQ a ell and i a challenging. I ended bec ming a bi f he liai n and b ilding h e ela i n hi , b b ilding c n in ed ela i n hi f lk kne af e he did me die , he I can ing hi e n and a k hem, "D e hi make en e ?" The e e ill e a ing i h he in igh in mind. We had l f leade hi , e did l f e ea engagemen , e made ema ic change, e a ed eeing hing ha ended bec ming f nda i nal e ea ch. F e am le, hen e lea ned hen he c edi ca d ha e ed a c ea ing le ni in lace like B a il, Me ic and India. F e am le, h e 3 4-digi in n he back f he ca d he a en' nece a il e f mechani m , B a il man lace . Ube became een a a l e ice. I a n' ac all me hing ha a beneficial e e ne. B hen e k ha in acc n and did f nda i nal e ea ch e ended b ilding a m ne eam ha hen a ed b ilding ni c llec ca h. A a e l f c llec ing ca h n nl did e c ea e m e ni in al a ea and in b ban a ea , b e al c ea ed m e fi , hich ake me ROI. D ing hi g am, he f lk h decided i nall g in hi g am e e e able a di and ee e e e ending m e efficien l a a e l f hem e ing
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 52 h gh hi and ha e e e able inc ea e n e en e en ial b nde anding he in igh , e c ld li e all h hem igh a a h gh 20 jec in fi a e , eigh diffe en e ea ch me h d , 12 gl bal c llab a i n . We e e a i n and ma ke ing eam , e le e aged e e hing. We had 16 d c ch in and 100 l ac i nable in igh . C a , igh . N e e ne can ge an en i e eam hi e f lk in diffe en c n ie d hi , b he im an a i a ic la e he i i n and find a a ge e le behind ha I g e ha e. M i i n a incl de he ld. I an ed find a a be m e incl i e. We'll alk ab he e am le can le e age inc a e he c l al nde anding , beca e c l e i n j a gl bal hing. We ha e n c l e l call , a ell. We can inc a e em a h , b e' e g make e e ha e e ec i e. We' e g define he e hing . We ha e ideaa e n he e idea , b ild e , e and e e and elea e hem in he ld. In ead f defining hem and elea ing hem f m ne l ca i n, h d e ake in c n ide a i n he in igh ? I'll ne e f ge h he ja d ed hen I did an Ube Ea d he e e e ne a an immig an and f lk e e like, "Nanc , h a e e g ing k i h he e f lk an la e? Y d n' eak S ani h he lang age ." Wh d hink i deli e ing f d? Wha a in e e ing a j h ing hem image , a l f e le d n' kn c ie , ha e ide f ee ed ca i n, Ube ide f ee ed ca i n f c ie , b hen e a ked hem if he nde d hi , he a i a i en i he d aid " i i n", n - ne c ld n nce he d. B hen I a ked hem, ha d e i i n mean? The aid i mean "f ee f d", ha a he e helming maj i f e le. The e a an image f an a ima el ne i i n, hich in Ame ica ignifie ed ca i n. He e' a mall e am le f de ign change e lea ned igh a a f m e ing n
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 53 f lk ha e e diffe en f m and diffe en f m c l e . Wha e al lea ned i ha hi c ea ed acce f m e and m e e le. I'm g ing la a h ide , b j kn ha he e i n nd i . Ube decided b ild acce ibili f a e. A l f e le d hi . Thi i f deaf and ha d f hea ing d i e . We an ed c ea e ni ie f hem k and he e ee hem ing i he e and he c een ill fla h in de f hem kn ick an he d i e . We a hi c ea e j b ni ie a nd he ld. I a ema kable, b e en m e in e e ing i hen e did e ea ch n h a ing hi fea e, immig an e e ing hi fea e, beca e he ec gni ed he ma ha e a lang age c l al ba ie ha migh make hem nc mf able eaking meb d i hin he ehicle. We f nd eg la e le like and me e e ing he fea e, beca e he didn' an alk n b d . The e e ning n he fea e, beca e he didn' an hea an alk hei a enge . He e' a d i e ni ha a ed be hi g ea idea f j acce and i c ea ed ni f e e ne. Se e al he jec ha I a c ea ed f acce ibili , c ea ed ni ie f man he . P jec like G gle a c m le e ha man f g e a an acce ibili jec fi and G gle V ice a an acce ibili d c fi . Thi d c n he lef i called Cli hi a a d c ha e de igned ha a ed be able be f e e ne. Men and men, cli i n elf and can ake ic e in f n f handle . Wha e lea ned hen e e ed hi n j men i hai g in he a , heigh a a i a i n. The e' hi li le hing called b ea ha made hing eall ha d ake image f, igh . He e e a e c ea ing d c e had n idea had had limi a i n and e had ema ke i h incl i e ice . Thi i an e am le f ing a d c being elea ed all e he ld, ch a a che ha ma n fi n diffe en i , beca e he
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 54 didn' c n ide men limi ed c l cale , beca e e' e king m l i h men. J he c l he migh ch e e hi h le ealm f c l ha c ea e incl i ene . We lea ned ha b de igning f nde e e en ed f lk , b f c ing n he e nde e e en ed c l e e c ea ed m e acce and e a ili n j he e indi id al , b el e . Tha adi f cale i inc edible, I'm elling . H ef ll I can end and e ha e me ime f me e i n . If an cale, i ' ab f ging c nnec i n , idea and ni ie ha im e e i and incl i n e all in e e e ience. Wha e lea ned d ing all f hi , and all he e le ha I' e held i can deli e al e be nd em a h . When hink ab n bia e , ha c l e ma ke fi and c n e ac all hel a ell. We'll alk ab he adi f cale a li le la e . Di c e ing a e n and end a ema kable and hel ed b ild m e b l and d c . We alked ab caling he adi f infl ence i h e ea ch n nl im ac ed he , b i im ac ed a ell. We le e aged n i ilege i h a a ene in de b ild hing ha e e m e incl i e and hen e c ea ed ni ie h gh acce b e inde ing n nde e e en ed indi id al in de b ild m e e i . I'm g ing lea e i h f i g can d igh n in de c ea e be e c l e f de ign eam . F ne can de ign la f m a a ici a i n ladde ha ide nde e e en ed g check in . Y ma n ha e he en i e ld, b can a lea ake in c n ide a i n me ne diffe en f m . Make e die al a ha e men. I kn ha nd c a , b ha ' n a g ideline e le ha e in hei e ea ch ac ice . If can c n ide a lea l nde e e en ed g check in ha ' ne lace a . Te ing lea ning n nl in c mm ni ie , b in ma ginali ed c mm ni ie . I can' ell h m ch I figh in Silic n Valle g me
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 55 lace like Oakland, beca e i ' be e and m e di e e he e. Take de ign and e hem . Thi i m fa i e - n a m i n in e i n . Thi i a life hack, g . I alked ea lie ab he e am le he e f lk e e elling me ha he an ed end Hai i. The f lk h a ked me ha I needed hen I a dealing i h ha Hai ian ea h ake I a able ell hem e needed b ild ell . M f iend g ge he and e e e able b ild 200 ell ac Hai i beca e f ning a m i n in e i n e e e able c ea e clean a e ce f m l i le e le and i n' ha be e han hinking n n ab ha b ild? La l , hi e, e ain and be acc n able f di e e alen . I i im eccable ha e d n' hink ab hi a a ken hing. Hi ing ne man d e n' mean, "Ya , e made i , e ha e an incl i e eam." Y ' e g c n ide ha ing ha b backg nd. Me c ming f m Hai ian al ne c ea ed m e acce f he d c I b ild, b I k n maj i A ian and hi e eam and maj i male eam . Enc age leade hi e, e ain and be acc n able f di e e alen . Tha ' ha I' e g f . If an f ll I'm n LinkedIn T i e and In ag am. I'm e m ch he nl Nanc D n in he ld. Thank m ch f hi ni . Thank , S e e. STEVE BATY: Thank , Nanc . Tha a nde f l. We' e g a fe e i n ha ha e been en h gh ha I'll ead and can ake a c ack a an e ing hem f hile e ha e me ime. Te en h gh a e i n: "H d de ign and main ain a gl bal b and e e ience if e e l ca i n ha a c mi ed e fl ?" NANCY DOUYON: Tha ' an in e e ing ne. I icall k i h c m anie ha ha e a li le bi f a... le me ake ha back. S me ime e' e had ac all b ild eam ha a e diffe en in he e lace .
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 56 F e am le, i h Ube e eali ed ha ha e e e b ilding in India needed m e ni ene . We e e l ing c me , e e e eeing ha a a hea , f e am le, f f lk ' de ice . Wha ha mean i e e e lea ning ha Ube in me ca e a hea ie han Faceb k and Faceb k Me enge c mbined. We ended ha ing b ild Ube Li e hich i he i e f h ee elfie image . Tha e i ed b ilding a e a a e eam b ild ha , beca e e a he e a m e ni . S I hink in me ca e hen ' e de igning f cale hen i ' he ame de ign, i ' im an ha ake in acc n he e e ec i e , b hen ' e king i h diffe en de ign in diffe en lace , beca e he a d e change - Ube ' a change in diffe en l ca i n - e ac all ha e k i h l cali ed eam j make e h e hing k f hem. I d e n' make m ch en e f Ame ican be b ilding f A alian , if e can fig e a a , if he e' g ea ni he e b ild eam he e. Wha I f nd, I k i h end . I l k UX end in diffe en l ca i n all e he ld and ee if I can hi e l cal f lk n h gh die . O , I'll a in me hing l cal. Find ha he l cal C aig' Li e i n... I hink g ha e a diffe en e i n he e, and ha e f lk ide me in igh . La l , e . S e a e g d hen ha e diffe en lace , making e ha c ea e e and end hem . Whe he ha ' h gh Ama n.c m' mechanical ke he e can a k diffe en e i n . The e a e a ge in igh hen inf ming diffe en jec . STEVE BATY: C ld cla if ha a egi nal i i mean ? NANCY DOUYON: F , ha I n iced i I aid e f c ed n lace like India, B a il and Me ic . I a e diffic l f me hen I a a
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 57 he e c m anie make a ca e f A alia, make a ca e f Nige ia, beca e e d n' nece a il ee he ea ning en ial ma be e . F e am le, in A alia I hink i a in Adelaide, I g e he g e nmen he e e i ed 16 d c men e d i e ign hen e e e king he e. A ne la came and 16 d c men if an kee he e d i e n he ad. Tha i a eall diffic l hing i i i e f m he HQ. S e e hing, e' e g fig e make e hi ne ci k . I ' a l ea ie if can make an a g men f me lace ha ha e a caleable ni . India a h ing a l f en ial. B a il and Me ic e e en ed a c n inen an e en , and i inf med a l f diffe en lace , e an ed e ca e fi i h he e lace and hen e e able h , "He , e j h ed he cale f infl ence n hen e' e king i h A alia e babl h ld ecificall k i h ha alen in de make e ha e a e ca ing me f he e lie i ' a be e e e ience f all A alian all ac he c n inen ." We a egi nal i i ie , i a a g ea a f me ge he PM and he enginee ing eam n m ide a , I kn HQ ha hei i i ie , b l k h m ch im ac e c ld make if e a ed f c ing n India, if e a ed ing B a il a an e am le f he en i e c n inen ? If e k a l k a hi ne ci and made an ni c ea e cale ac ha en i e c n inen . Tha ' h e le e aged egi nal i i ie bec me a gl bal i i , if ha make en e. STEVE BATY: Pa ick - and hi ill be he la e i n - a k : "Ha e had in ance he e d c in de el men ha e e in ended f e in m l i le c l e e en ed g ea a challenge acc mm da e all need in ne d c ? H ha e g ne ab challenging akeh lde and clien n hi ?."
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 58 NANCY DOUYON: I emembe hen I a ed ea l in m ca ee ha a he e c e ha e e b d ga e me. "Well, Nanc e can' de ign f he ld, he e' man diffe en e le ." A l f f lk aid, "I'm in Calif nia, m d c i n ab de igning f he h le ld. We' e j g f c n he e e a e igh n ." M in i ha can ill de ign m e incl i el e en if i ' n f he en i e gl be. The e' n hing ng i h inc a ing he c nce . Le ' a a e b ilding a d c . I'm elling , i h fac , ha if 'll ake in igh f m an nde e e en ed g a e ac all c ea ing m e ni ge m e clien ha did n hink ab . Y ac all limi elf hen hink ha ell, hi e n, hi g , in hi ca e Nige ia a a g ea e am le. The ' e like, "We can' hel Nige ia, he e a e man diffe ence e can' inc a e." B he R h f he ma e , m ne , h e c edi ca d i e , he ' e he ame i e ha ening in We Af ica, in ea Af ica. In fac , be h ne , e can e me f h e hing in Ame ica he e ca h can be b gh back. H d hink a ie ha e been e a ing f l ng, igh ? I ' eall im an ha nde and ha I'm n gge ing ha b ild f e e b d n he lane e e. Wha I'm gge ing i ha ake in acc n he ice , he nde e e en ed ice , he acce in in de c ea e m e ni and e a ili . Y ill find hen inc a e j a fe m e ice , hen inc a e j men f e am le ha e a a g ele. When e j inc a e he idea f d ing men d c changed d ama icall . I am n kidding, igh . H can make i i h d c inc a e me f he e nde e e en a i e g and make i me hing ha ' ema ic hile aking in acc n f c e ha ma be d c i n' f e e ne in he ld, b can ill ge in a ice f m
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 59 me ne ha ' a li le diffe en f m . I kn in A alia hen I a he e a d he end f he ea la ea i a ama ing h m ch he k in acc n he ice f f lk in Ne Zealand. Can inc a e ha in die ? Can inc a e a diffe en c l e? Can inc a e a diffe en c mm ni , can a me hing like, e' e in he ci , le ' ee h hi k in he b b ? Tha ' ha I mean hen I a " nde e e en a i e", b if ha e he abili c ea e f gl bal cale he e' ama ing hing ha ha en he e , b me ime ha e a mall. STEVE BATY: Tha ' nde f l. Thank e m ch, Nanc . Plea e j in me in hanking Nanc f ha alk. NANCY DOUYON: Al igh . STEVE BATY: O ne eake i j ining f m E n & Y ng. We ha e Ch i and J lie ead j in. The 'll be alking h gh a ca e d n De igning f Eme genc Se ice . Hell J lie, hell , Ch i . JULIE WYNN: Hell . STEVE BATY: Thank f j ining . I ill hand aigh e . JULIE WYNN: I ill ha e m c een. CHRIS WEBSTER: Welc me, hank e e b d m ch f ha ing he e da . A e me be a f he c nfe ence and am ng ch fan a ic eake . Ce ainl gh be he ne f ll ing Nanc , ha ' f e. Fi ff, in d c i n . I'm Ch i , a di ec in he e e ience