The UX of Work: Creating excellent experiences across hybrid workplaces

UX Y'all 2021 Session with Jennifer Spencer

Transcript

1. The UX of Work Creating excellent experiences across hybrid workplaces Jennifer Spencer (she/her) UX Practice Lead Brooks Bell
2. Hello! • Jennifer • GIFs are cool • Building & leading UX team in a “hybrid” workplace
3. The not-so-fine print • UX represents all kinds of people in theory, but not always in practice • We say words like “inclusive” without really meaning them • UX principles have often historically been used to reinforce and confirm bias, not to destroy or remove it
4. Fall in love with the problem
5. Solve for a need • What is it your employees/colleagues need? • Don’t discount the small stuff. • What are the problems that arise from having an in-person workplace? Online? Hybrid? • Which problems have the biggest impact on hiring/productivity/morale?
6. Don’t guess, ask
7. The 5 whys • Make it safe for people to give honest feedback • Don’t stop at yes/no/I don’t know • Be transparent about what you learn
8. Be curious
9. Listen to understand • Ask to learn, not to confirm • Don’t judge or react in the moment, or make promises • Encourage and celebrate curiosity among each other
10. Use empathy
11. What do they need? • Believe people • Remove judgement • What would a journey map look like for an employee or colleague?
12. Remove obstacles
13. You are not your user • Be mindful of future staff as well as current • Video on/off, desk arrangement, working hours, communication styles • If you’re in an office, is that office accessible? Really?
14. Test, learn, iterate
15. Iterate & collaborate • Set clear measures for success • Provide easy, safe ways to get feedback • Be transparent about learnings and what’s next
16. Summary • Fall in love with the problem • Don’t guess, ask • Be curious • Remove obstacles • Use empathy • Test, learn, iterate
17. Thank you! Questions? linkedin.com/in/jennalyns jspencer@brooksbell.com (image, logos, stats, etc)