Let's Talk UX

In this episode, Dr. Emmanuelle Savarit puts user research into numbers. Specifically, she explains how investing in proper research from the get-go saves companies a lot of money down the road. Topics 00:00 Emmanuelle Savarit’s background 01:31 User research then and now 06:18 Doing fieldwork 13:03 Designers versus researchers 16:27 Research has the potential to save companies money 20:49 Gaining insights fast 25:30 Different methods in different phases 31:06 Emmanuelle Savarit’s workshop at the UX Live Conference in London 35:31 Continuing education 43:51 Q&A Resources Analyse Concept Thinking Like a Researcher User Research

In this episode, veteran UX consultant Joe Natoli talks about helping teams overcome day-to-day challenges. He also explains how there’s no such thing as failure — you either win, or you learn. In this episode, veteran UX consultant Joe Natoli talks about helping teams overcome day-to-day challenges. He also explains how there’s no such thing as failure — you either win, or you learn. Topics 00:00 Joe Natoli’s background 01:39 UX across cultures 03:41 Clean theory versus messy reality 07:30 Dealing with backlogs 10:46 UX and Agile 13:58 Questioning processes 16:32 Speaking up about problems 21:22 Everything starts with why 23:37 Avoiding jargon 25:37 Over-reliance on tools, software, etc. 29:04 Working smarter in 15 minutes 31:58 Learning from failure 36:10 Imposter syndrome 40:44 Feel the fear and practice resilience 45:34 Recommended resources 48:03 Q&A session 1:10:12 Joe Natoli at UX Live in London Resources Joe’s website: Give Good UX Joe’s book: Think First: My No-Nonsense Approach to Creating Successful Products, Memorable User Experiences + Very Happy Customers Joe’s Udemy courses Joe’s favorite reads: Anything by Don Norman The Inmates Are Running the Asylum About Face Just Enough Research

Let's talk UX #2 with Jonathan Lovatt-Young, Founder and Principal Experience Strategist at Love Experience TIMESTAMPS 00:08 • over 25 years of experience in digital • built and designed websites before people had specific roles • mostly worked at agencies like Tribal, Accenture, some client roles • wrote a book on service design and participation 02:37 • wrote a book on service design and participation • how groups construct a service that generates participation • practical guide/playbook based on his experience 10:40 • addiction to quick wins • mental health in the workplace, constantly under the cosh • how designers can influence the culture and the environment 12:57 • good vs. bad examples of culture • service towers work well on their own • creating wellbeing, driving engagement, enabling co-creation 24:26 • age of digital, age of responsibility, age of automation • post-traumatic stress disorder (PTSD) in the workplace • responsible use of digital, macOS Catalina 30:30 • bottom-up change towards age of responsibility, CSR initiatives • revenue opportunities, shareholder and employee responsibilities • social, physical, creative activities promote wellbeing • building communities that want to interface with brands 37:05 • dealing with dark patterns in the age of responsibility • customer experience index (CXI), cross-selling and retention • making the financial argument for good experiences 42:57 • UX designers and UX researchers benefit from business savvy • convincing leadership with business cases • evidence of commercial opportunities 52:52 (Q&A) • How can a designer make an impact in a company which has a revenue-target sort of mindset? • When is the mind site going live? • What do you see as the future of branding in a world where service experience is becoming more and more important? • Favorite resources? • Parting words? RESOURCES • https://www.amazon.com/Oxytocin-Organisation-Playbook-Participatory-Experiences/dp/1686079494 • https://uxliveconference.com • https://www.healthyminds.services/ • https://www.amazon.com/Pirate-Inside-Building-Challenger-Organization/dp/0470860820 • https://go.forrester.com/blogs/12-05-22-outside_in_the_power_of_putting_customers_at_the_center_of_your_business/ • https://www.amazon.com/High-Performance-Thinking-Skills-Complicated/dp/0955270006 • https://www.amazon.com/Webs-Influence-Psychology-Online-Persuasion/dp/0273772953 SOCIAL MEDIA https://twitter.com/jlovattyoung

TIMESTAMPS 03:38 • cracking the viral coefficient at Skype • integrating with Windows, Mac, and others • design systems/GUI kits • Skype was bought and sold three times, ending up at Microsoft 11:27 • the value of a design system: build once, use often • Skyscanner's first design system was called "living styles" • control of experiments and partner brands' themes 14:33 • innovation/differentiation in the travel sites space • business goals geared towards optimization and conversion • frequent experimentation, multivariate tests 17:48 • arguing against pressure messaging • culture at Skyscanner: do the right thing for the customer • doing the right thing for the customer builds trust in the longterm 20:55 • building design teams that believe in the design principles • evangelizing user testing • emotional components that show you understand the customer • prototypes, concept cards, North Star metric 28:05 • defining what not to do • design leadership vs. business goals • leading from the front as a role model (do as I do), delegating • each squad needs an understanding of who leads what 33:07 • inspiring from the front, leading from the back • servant leadership • the three As framework: accountability, autonomy, alignment 36:21 • fixed design processes vs. creative freedom • processes provide predictability but not a proxy for success • double diamond process, processes define types of feedback • directive vs. prescriptive feedback 42:06 • managing multicultural design teams • challenge of different cultures, languages, design nuances • the accountability ladder 45:31 • incremental design changes vs. reimagining the entire experience • building the thing that kills you before someone else does • weighing operational risk, operational parameters 50:46 (Q&A) • Can you build a culture from the bottom up by influencing directors to take it seriously? • Do you have a specific process to feed customer insight back to the business? • How does Skyscanner use qualitative and quantitative research data? • How did you go about understanding how users make choices about flights? • How did what you learnt from them affect your team's design choices? • Favorite resources? • Why is Steve called Buzz? • Any final advice for aspiring design leaders? RESOURCES • https://backpack.github.io • https://uxliveconference.com • https://www.testingtime.com/en/blog/double-diamond-process/ • https://www.amazon.com/Leading-Questions-Leaders-Solutions-Knowing/dp/1118658132 • https://www.cultureamp.com • https://www.framer.com/prototyping/ • https://www.atlassian.com/team-playbook • https://www.blinkist.com • https://www.amazon.com/Good-Great-Some-Companies-Others-ebook/dp/B0058DRUV6 • https://www.amazon.com/Deep-Work-Focused-Success-Distracted/dp/1455586692 • https://www.amazon.com/Make-Time-Focus-Matters-Every-ebook/dp/B078QSCM3V • https://www.amazon.com/Making-Manager-What-Everyone-Looks/dp/0735219567 SOCIAL MEDIA https://twitter.com/stevebuzzpearce