Se ha denunciado esta presentación.
Utilizamos tu perfil de LinkedIn y tus datos de actividad para personalizar los anuncios y mostrarte publicidad más relevante. Puedes cambiar tus preferencias de publicidad en cualquier momento.
CULTURE EATS UX FOR
BREAKFAST
Are you swimming with sharks or minnows?
UXPA Boston | May 2015
Sarah Bloomer
SarahBloomer &...
SarahBloomer & Co | UXPA Boston 2015 @boolie 2
Drucker did say “Company cultures are
like country cultures. Never try to
c...
You are here
SarahBloomer & Co | UXPA Boston 2015 3
Culture Capability Maturity
@boolie
CULTURE
SarahBloomer & Co | UXIndia 2014 4@boolie
What is culture?
SarahBloomer & Co | UXPA Boston 2015 @boolie 5
What is culture?
SarahBloomer & Co | UXPA Boston 2015 @boolie 6
What is culture?
SarahBloomer & Co | UXPA Boston 2015 @boolie 7
What is culture?
SarahBloomer & Co | UXPA Boston 2015 @boolie 8
SarahBloomer & Co | UXPA Boston 2015 @boolie 9
What is culture?
SarahBloomer & Co | UXPA Boston 2015 @boolie 10
corporate
© 2009 Scott Adams Inc. Dilbert
SarahBloomer & Co | UXPA Boston 2015 @boolie 11
SarahBloomer & Co | UXPA Boston 2015 @boolie 12
Visible
Invisible
Beliefs
Assumptions
Myths
Behaviors
Dress
Habits
Traditi...
SarahBloomer & Co | UXPA Boston 2015 @boolie 13
Flickr: Clayton Parker
SarahBloomer & Co | UXPA Boston 2015 @boolie 14
Flickr: Clayton Parker
Figure out what’s down there..
Here’s an ideal culture
Cultures that deliver great experiences are:
• Adaptive
• Accepting of (reasonable) risk
• Accepti...
Cultural values and myths
SarahBloomer & Co | UXPA Boston 2015 16
Actual company values are the behaviors, attitudes and s...
Strategy doesn’t always match culture
SarahBloomer & Co | UXPA Boston 2015 @boolie 17
http://www.torbenrick.eu/blog/strate...
Look for mismatches
SarahBloomer & Co | UXPA Boston 2015 @boolie 18
Strategic goals Behaviors
Improve NPS
by building cust...
Look for mismatches
SarahBloomer & Co | UXPA Boston 2015 @boolie 19
Strategic goals Behaviors
Our company
doesn’t tolerate...
FINDING YOUR CULTURE
4 ways to identify culture
SarahBloomer & Co | UXPA Boston 2015 @boolie 20
Culture is created by people
SarahBloomer & Co | UXPA Boston 2015 @boolie 21
“Rules were meant to be broken”
“People with ...
Culture is created by people
SarahBloomer & Co | UXPA Boston 2015 @boolie 22
SarahBloomer & Co | UXPA Boston 2015
A simple view of culture
Engineering centric
Paul Sherman. Changing Processes and Cul...
SarahBloomer & Co | UXPA Boston 2015
A simple view of culture
Engineering centric
Paul Sherman. Changing Processes and Cul...
Competing Values Framework
SarahBloomer & Co | UXPA Boston 2015 @boolie 25
Lead Strategic, 2013
Method 2
CVF plots cultures across 2 dimensions
SarahBloomer & Co | UXPA Boston 2015 @boolie 26
http://www.tobyelwin.com/competing-...
Adhocracies like to innovate
SarahBloomer & Co | UXPA Boston 2015 @boolie 27
© Kim Goodwin – UI19
Flexible
Adaptable
Fast
...
Markets like to win
SarahBloomer & Co | UXPA Boston 2015 @boolie 28
Doers
Results-oriented
Customer driven
Productivity & ...
Barriers, Opportunities, Myths & Values
SarahBloomer & Co | UXPA Boston 2015 @boolie 29
Method 3
Barriers & Opportunities point the way
A barrier may prevent or undermine the adoption of UX
• UX is new to the organizati...
Myths & values are potential landmines
A myth is a belief held by your stakeholders
• UI design is subjective and cannot b...
Acceptance of UX involves change
SarahBloomer & Co | UXPA Boston 2015 @boolie 32
Skepticism
Curiosity
Acceptance
Partnersh...
Five tactics for teams big and small
SarahBloomer & Co | UXPA Boston 2015 @boolie 33
Communicate
Share, knowledge share, i...
Case study
SarahBloomer & Co | UXPA Boston 2015 @boolie 34
Barrier:
Small UX team
Design research is not valued
Myth:
If w...
Cross check your findings
SarahBloomer & Co | UXPA Boston 2015 @boolie 35
0
2
4
6
8
10
12
14
16
18
20
False
True
UX team i...
Use field studies to learn culture
SarahBloomer & Co | UXPABoston 2015 36
• Interview and observe the people you work with...
Rich picture
SarahBloomer & Co | UXIndia 2014 37
Competitors
Product
Owner
Business Analyst
Testers
Architect /
Tech Desig...
FINAL TIPS
SarahBloomer & Co | UXIndia 2014 38@boolie
Acceptance of UX involves change
SarahBloomer & Co | UXPA Boston 2015 39
Skepticism
Curiosity
Acceptance
Partnership
Stop ...
Be a leader to drive change
• Communicate all the time
• Keep a learner’s mind
• Build trust in all directions
• Give cred...
Collaborate in all directions
SarahBloomer & Co | UXPA Boston 2015 41
Adjacent teams
Colleagues
Allied teams
Beneficiaries...
Build communities of practice
SarahBloomer & Co | UXPA Boston 2015 42
Build relationships within your organization through...
Tips to move up the maturity model
SarahBloomer & Co | UXPA Boston 2015 43
Learn about your
culture:
Build trust: within y...
You’ll get there
SarahBloomer & Co | UXPA Boston 2015 44
Culture Collaboration Capability Maturity
@boolie
Other sources
SarahBloomer & Co | UXPA Boston 2015 @boolie 45
http://www.fastcompany.com/1810674/culture-eats-strategy-lun...
Próxima SlideShare
Cargando en…5
×

Culture eats UX teams for breakfast

518 visualizaciones

Publicado el

When your UX team is stumbling, could it be issues in your corporate culture which stand in the way?

Publicado en: Diseño
  • Sé el primero en comentar

Culture eats UX teams for breakfast

  1. 1. CULTURE EATS UX FOR BREAKFAST Are you swimming with sharks or minnows? UXPA Boston | May 2015 Sarah Bloomer SarahBloomer & Co | UXPA Boston 2015 1 @boolie @boolie
  2. 2. SarahBloomer & Co | UXPA Boston 2015 @boolie 2 Drucker did say “Company cultures are like country cultures. Never try to change one. Try, instead, to work with what you’ve got.”
  3. 3. You are here SarahBloomer & Co | UXPA Boston 2015 3 Culture Capability Maturity @boolie
  4. 4. CULTURE SarahBloomer & Co | UXIndia 2014 4@boolie
  5. 5. What is culture? SarahBloomer & Co | UXPA Boston 2015 @boolie 5
  6. 6. What is culture? SarahBloomer & Co | UXPA Boston 2015 @boolie 6
  7. 7. What is culture? SarahBloomer & Co | UXPA Boston 2015 @boolie 7
  8. 8. What is culture? SarahBloomer & Co | UXPA Boston 2015 @boolie 8
  9. 9. SarahBloomer & Co | UXPA Boston 2015 @boolie 9
  10. 10. What is culture? SarahBloomer & Co | UXPA Boston 2015 @boolie 10 corporate © 2009 Scott Adams Inc. Dilbert
  11. 11. SarahBloomer & Co | UXPA Boston 2015 @boolie 11
  12. 12. SarahBloomer & Co | UXPA Boston 2015 @boolie 12 Visible Invisible Beliefs Assumptions Myths Behaviors Dress Habits Traditions Procedures Goals Management External brand Perceptions Values Culture are the values and norms that drive actions
  13. 13. SarahBloomer & Co | UXPA Boston 2015 @boolie 13 Flickr: Clayton Parker
  14. 14. SarahBloomer & Co | UXPA Boston 2015 @boolie 14 Flickr: Clayton Parker Figure out what’s down there..
  15. 15. Here’s an ideal culture Cultures that deliver great experiences are: • Adaptive • Accepting of (reasonable) risk • Accepting of (reasonable) failure • Committed to quality • Willing to prioritize • Other-focused SarahBloomer & Co | UXPA Boston 2015 15 K. Goodwin: Leading UX UX London, April 2011 @boolie
  16. 16. Cultural values and myths SarahBloomer & Co | UXPA Boston 2015 16 Actual company values are the behaviors, attitudes and skills that are valued in fellow employees. Myths are beliefs that reveal those values Users don’t know what they want, we can design for ourselves Companies create corporate values that they aspire to 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and A Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More With Less 9. Be Passionate and Determined 10.Be Humble Zappos.com @boolie
  17. 17. Strategy doesn’t always match culture SarahBloomer & Co | UXPA Boston 2015 @boolie 17 http://www.torbenrick.eu/blog/strategy/corporate-culture- is-driving-the-strategy-or-undermining-it/
  18. 18. Look for mismatches SarahBloomer & Co | UXPA Boston 2015 @boolie 18 Strategic goals Behaviors Improve NPS by building customer centered applications Sales won’t let UX talk directly to customers What you observeWhat you’re told I must control my relationships to meet my renewal targets Why? Users are stupid Why? Product managers believe users don’t know what they want and we can design for ourselves What you observe
  19. 19. Look for mismatches SarahBloomer & Co | UXPA Boston 2015 @boolie 19 Strategic goals Behaviors Our company doesn’t tolerate failure What you observe Become more innovative What you’re told I’ll get fired if I fail and look like I don’t know what I’m doing Why? Sales and Dev allow key client requests to trump roadmap items What you observe We’ll lose their business if we don’t give them what they want Why?
  20. 20. FINDING YOUR CULTURE 4 ways to identify culture SarahBloomer & Co | UXPA Boston 2015 @boolie 20
  21. 21. Culture is created by people SarahBloomer & Co | UXPA Boston 2015 @boolie 21 “Rules were meant to be broken” “People with passion can change the world for the better” “Tough but fair” “…enthusiasm for healthy living and lifestyle” but “stuck in the past”
  22. 22. Culture is created by people SarahBloomer & Co | UXPA Boston 2015 @boolie 22
  23. 23. SarahBloomer & Co | UXPA Boston 2015 A simple view of culture Engineering centric Paul Sherman. Changing Processes and Cultures. Nov ‘07 Creative approach to design Tend to design for designers—visually oriented Technology driven Have always owned the user interface Believe they know their customers Features over usability or user experience Sales & Marketing centric 23@boolie Design centric Method 1
  24. 24. SarahBloomer & Co | UXPA Boston 2015 A simple view of culture Engineering centric Paul Sherman. Changing Processes and Cultures. Nov ‘07 Wireframes without major restrictions Opportunities to be creative Technology driven Have owned the user interface Feature lists Facilitated design Sales & Marketing centric Find ways to collaborate that match the values of your culture 24@boolie Design centric Rules, standards and patterns Deadlines Creative approach to design Tend to design for designers —visually oriented Believe they know their customers Features over usability or user experience Method 1
  25. 25. Competing Values Framework SarahBloomer & Co | UXPA Boston 2015 @boolie 25 Lead Strategic, 2013 Method 2
  26. 26. CVF plots cultures across 2 dimensions SarahBloomer & Co | UXPA Boston 2015 @boolie 26 http://www.tobyelwin.com/competing-values-drives-your-organization- out-of-business/ Method 2
  27. 27. Adhocracies like to innovate SarahBloomer & Co | UXPA Boston 2015 @boolie 27 © Kim Goodwin – UI19 Flexible Adaptable Fast Responsive Risk takers Little central authority Works best when small Startups UX practice: “whiteboard ninja” Listen and sketch Reactive, not process driven Adhocracy Flexible External www.tobyelwin.com leadstrategic.com Method 2
  28. 28. Markets like to win SarahBloomer & Co | UXPA Boston 2015 @boolie 28 Doers Results-oriented Customer driven Productivity & profit Values achievement Competitive Undervalue employees Rewards results UX practice: “scientist” Get quantitative data Be quick Be sure Market Stable External © Kim Goodwin – UI19 www.tobyelwin.com leadstrategic.com Method 2
  29. 29. Barriers, Opportunities, Myths & Values SarahBloomer & Co | UXPA Boston 2015 @boolie 29 Method 3
  30. 30. Barriers & Opportunities point the way A barrier may prevent or undermine the adoption of UX • UX is new to the organization • No skilled people • Design research is under valued An opportunity may help with acceptance of UX activities • New senior manager with previous UX experience • Initiative to reduce the calls to technical support • Developers don’t have time to design and code SarahBloomer & Co | UXPA Boston 2015 @boolie 30 Method 3
  31. 31. Myths & values are potential landmines A myth is a belief held by your stakeholders • UI design is subjective and cannot be measured or engineered • If we design for ourselves, it’ll be fine • Design isn’t that complicated and can be done fast A value is a belief that defines the culture through actions • Developers are rewarded for rescuing failing projects • Pleasing senior management is good regardless of solution • We’re a consensus driven organization—everyone gets a say in the design • The business / client is king SarahBloomer & Co | UXPA Boston 2015 @boolie 31 Method 3
  32. 32. Acceptance of UX involves change SarahBloomer & Co | UXPA Boston 2015 @boolie 32 Skepticism Curiosity Acceptance Partnership Stop battling for acceptance and get strategic Ehrlich & Rohn, 1994 www.useit.com/alertbox/process_maturity.html
  33. 33. Five tactics for teams big and small SarahBloomer & Co | UXPA Boston 2015 @boolie 33 Communicate Share, knowledge share, integrate Educate Enable others Adapt Change, try it out, improve Leverage Find allies and opportunities Facilitate Help others, integrate Leverage Find strategic opportunities
  34. 34. Case study SarahBloomer & Co | UXPA Boston 2015 @boolie 34 Barrier: Small UX team Design research is not valued Myth: If we design for ourselves, it’ll work fine Value: We have to adopt Agile because everyone else is Communicate: Start small design research activities focusing on strategic design issues Educate: Demonstrations of effective designs Usability testing Facilitate: Bring groups together, don’t work in isolation Provide tools and resources Leverage: Collect user experience evidence from customer facing groups Adapt: Embed yourself with scrum teams Opportunity: Adopting a new approach Method 3
  35. 35. Cross check your findings SarahBloomer & Co | UXPA Boston 2015 @boolie 35 0 2 4 6 8 10 12 14 16 18 20 False True UX team identified barriers, myths and values. Then we checked our outcomes with development team via a survey. Method 3 UX team believed this to be true
  36. 36. Use field studies to learn culture SarahBloomer & Co | UXPABoston 2015 36 • Interview and observe the people you work with: product managers, analysts, quality engineers, scrum team colleagues. • Interview stakeholders to understand their goals and beliefs. • Be a product owner. Collect their stories: How do they feel? What do they say? What do they complain about? What do they boast about? What are they proud of? Who do they admire in the company? @boolie Method 4
  37. 37. Rich picture SarahBloomer & Co | UXIndia 2014 37 Competitors Product Owner Business Analyst Testers Architect / Tech Designer Developers UX Architect Enterprise Architect Business Analyst Senior Leadership Teams Customers Which company do I trust? What are people like me doing and saying? What do customer s want? What are our competitors doing? Will it be on time and on $$?? Gotta block for my team!! Do they get what I want? What do I want? They want what, when? Scrum Master External Pressures In-Group Pressures Internal Pressures Scrum Team The Enterprise PO Cabinet LEGEND Mental Models Ideas Let’s visualize it together! Use rich pictures to “reason about work”; (Monk & Howard, 1998) J. Fabrizi, 2013 @boolie
  38. 38. FINAL TIPS SarahBloomer & Co | UXIndia 2014 38@boolie
  39. 39. Acceptance of UX involves change SarahBloomer & Co | UXPA Boston 2015 39 Skepticism Curiosity Acceptance Partnership Stop battling for acceptance • Get strategic • Be a change agent Ehrlich & Rohn, 1994 www.useit.com/alertbox/process_maturity.html @boolie
  40. 40. Be a leader to drive change • Communicate all the time • Keep a learner’s mind • Build trust in all directions • Give credit where it’s due • Stay out of the weeds • Value your team • Make time to mentor and coach • Shut up and listen SarahBloomer & Co | UXPA Boston 2015 40@boolie
  41. 41. Collaborate in all directions SarahBloomer & Co | UXPA Boston 2015 41 Adjacent teams Colleagues Allied teams Beneficiaries Upper management Stakeholders Your UX team Other beneficiaries @boolie
  42. 42. Build communities of practice SarahBloomer & Co | UXPA Boston 2015 42 Build relationships within your organization through Communities of Practice. Promote cross-functional collaboration. Cross-functional teams drive ongoing research, design and evaluation. Customer research Customer facing experience Product Strategy Branding Marketing UX Team Product Strategy Personas Field studies Analytics Sales Stores Customer service Tech support Training Personas Stories Customer feedback Voice of the Customer Sales Marketing UX Team Tech Support Product Development Usability test results Tech support issues Release plans @boolie
  43. 43. Tips to move up the maturity model SarahBloomer & Co | UXPA Boston 2015 43 Learn about your culture: Build trust: within your team, with your peers and your stakeholders Show you value co-workers: support them, help them succeed, give them the information they need Get to know your co-workers: Spend time with product managers, scrum team colleagues, senior management. Share: UX is most effective when it is influencing and enabling other groups. Find allies: Learn how other groups are measured. Identify myths & values: Find what’s preventing you from moving forward. Also barriers & opportunities. Communicate in all directions: Within your team, next to your team, above your team. Be a leader: Design your team: Be tactical: Choose activities that will be accepted within your culture. Align your UX goals to bigger goals. @boolie
  44. 44. You’ll get there SarahBloomer & Co | UXPA Boston 2015 44 Culture Collaboration Capability Maturity @boolie
  45. 45. Other sources SarahBloomer & Co | UXPA Boston 2015 @boolie 45 http://www.fastcompany.com/1810674/culture-eats-strategy-lunch http://en.wikipedia.org/wiki/Organizational_culture http://www.tobyelwin.com/competing-values-drives-your-organization-out- of-business/ http://Leadstrategic.com http://www.creativebloq.com/netmag/kim-goodwin-designing-culture- 8135475

×