Have you been thrown in at the deep end as a manager? Leadership is often treated as an innate skill - resulting in people repeating the same mistakes. Fortunately the skills we apply as UX practitioners to understand our users and customers can also be used to understand and improve our organisations. As user experience professionals, we spend most of our time trying to get into the heads of our customers, trying to understand how best to make their lives easier as they use our products and services. Ethnographic field studies help us to see what our customers do. Interviews let us dig deeper into how they think and behave. Persona enable us to identify and discuss different kinds of customers and their problems. Journey maps help show how our customers move through the services we provide. As a manager, you have a different job. As a manager, your users are the people within your organisation. The service you are helping create and improve is the organisation itself. Learn how to look at management through a UX lens, and discover how to become a better leader by repurposing and expanding the skills you already have

1. The User Experience of Management
Adrian Howard
(@adrianh)

4. It’s not your
job any more

5. https://en.wikipedia.org/wiki/File:Mary_Parker_Follett_(1868-1933).jpg
“Management is the art of getting
things done through people”
— Mary Parker Follett

6. Makers' Schedule
vs
Managers' Schedule

7. Meetings are a waste of time

8. Meetings are a waste of time?

9. Meetings are a waste of time?

10. User research is a waste of time?

11. 1. One-on-ones
2. Meetings
3. Job Descriptions
4. Job Interviews
5. Career Paths
6. Gemba Walks
User Interview
Facilitation/Workshops
Persona/Stories
Behavioural interview
Service Design
Ethnography

12. One-on-ones

13. Active Listening

14. http://en.wikipedia.org/wiki/File:Christopher_Macsurak_Fran_Lebowitz.jpg
– Fran Lebowitz
“The opposite of talking isn't listening
The opposite of talking is waiting”

15. SHUT THE
F**K UP

16. Reflection

17. – Arthur Bloch
“Every clarification
breeds new questions”

18. Can you tell me
more about … ?

19. Ask for stories

20. Open questions

21. Non-leading questions

22. Observations vs Insights

23. Meetings

25. Job Descriptions

26. "Knowledge of the latest software UX methodologies"
"User flows, wireframes, visual mock-ups and usability testing"
"Experience using HTML, Axure RP and/or Balsamiq for
mockups"
"advanced understanding of HTML, CSS, JavaScript and JQuery
Skills"
"3 years working with Sketch and Invision"

27. 3 years Candy Crush Experience

28. https://medium.com/@tsharon/pre-membership-design-team-lead-at-wework-ux-75053290e668#.zg0ff6srv

29. Job Interviews

30. https://en.wikipedia.org/wiki/File:Blank_whiteboard.JPG

31. https://en.wikipedia.org/wiki/File:Blank_whiteboard.JPG

33. Career Paths

34. http://rosenfeldmedia.com/books/service-design/

35. https://www.youtube.com/watch?v=CNhpzw3Lmro

36. Going to the Gemba

37. https://www.flickr.com/photos/philliecasablanca/3344142642

38. Ethnographic Field Work

39. 1. One-on-ones
2. Meetings
3. Job Descriptions
4. Job Interviews
5. Career Paths
6. Gemba Walks
User Interview
Facilitation/Workshops
Persona/Stories
Behavioural Interview
Service Design
Ethnography

40. The UX Style of Management

44. Do those served grow
as persons? Do they,
while being served,
become healthier,
wiser, freer, more
autonomous, more
likely themselves to
become servants?
— Robert K. Greenleaf

45. Questions?
Agile & Lean UX News — bit.ly/leanuxnews
Adrian Howard (@adrianh)
quietstars.com
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(and your stories)