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Donna Lichaw's UX Tips for Making Others Useful Heroes

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Donna Lichaw
Donna Lichaw

Only designers are qualified to craft amazing user experiences, right? We spend years learning, doing, and honing our craft as a reaction to non-designers designing digital things that were difficult to use. But you know what a lot of product managers with little to no design training are now responsible for? The user experience. They do things like talk to users, whip up wireframes and mockups, build interfaces and flows, and determine feature sets and functionality. You know what developers, founders, even executives never stopped doing and don’t think twice about doing? Designing stuff. After years of working as a designer, manager, and developer, Donna finally learned the secret to designing great digital products and user experiences: teach everyone *else* on the team how to do it right and do it well. Join Donna as she shows you how to inject some pedagogy into your work life so that you can effect change, improve quality, and better create awesome things with a team. See how outsourcing and open-sourcing your job not only fosters an environment of creativity, but renders the designer and design team invaluable and indispensable.

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DONNA LICHAW | @DLICHAW | GREATNORTHELECTRIC.COM TAKE MY JOB!
2 @dlichaw
3
http://inuseful.se/fredagskul-ux-superhero/
Take My Job! @dlichaw | greatnorthelectric.com
FOSTER CREATIVITY MAKE OTHERS USEFUL PROMOTE ACCOUNTABILITY COPING STRATEGIES Take My Job! @dlichaw | greatnorthelectric.com
FOSTER CREATIVITY 
 SKETCHING
 WIREFRAMES + MOCKUPS
 PROTOTYPES MAKE OTHERS USEFUL PROMOTE ACCOUNTABILITY COPING STRATEGIES
Take My Job! @dlichaw | greatnorthelectric.com BENOÎT CHIEF FINANCIAL OFFICER
Take My Job! @dlichaw | greatnorthelectric.com BENOÎT CHIEF FINANCIAL OFFICER Take My Job! @dlichaw | greatnorthelectric.com “THANK YOU”
Take My Job! @dlichaw | greatnorthelectric.com https://www.flickr.com/photos/68751915@N05/6355836713 BENOÎT CONTROLS THE BUDGET
BEN PRODUCT MANAGER NOT A DESIGNER DESIGNS STUFF Take My Job! @dlichaw | greatnorthelectric.com
BEN PRODUCT MANAGER NOT A DESIGNER DESIGNS STUFF Take My Job! @dlichaw | greatnorthelectric.com TEACH BEN
Take My Job! @dlichaw | greatnorthelectric.com MAKE BEN LOOK GOOD* * BEN ALSO CONTROLS THE BUDGET
ED & ALI LEAD ENGINEER ART DIRECTOR DON’T ALWAYS AGREE WANT REQUIREMENTS PROBLEM SOLVERS Take My Job! @dlichaw | greatnorthelectric.com
ED & ALI LEAD ENGINEER ART DIRECTOR DON’T ALWAYS AGREE WANT REQUIREMENTS PROBLEM SOLVERS Take My Job! @dlichaw | greatnorthelectric.com LOCK THEM AWAY FOR A MORNING
ED & ALI LEAD ENGINEER ART DIRECTOR DON’T ALWAYS AGREE WANT REQUIREMENTS PROBLEM SOLVERS Take My Job! @dlichaw | greatnorthelectric.com UNLOCK POTENTIAL
FOSTER CREATIVITY MAKE OTHERS USEFUL INTERVIEW NOTES
 DATA MODELS & PERSONAS 
 USER INTERVIEWS & TESTS PROMOTE ACCOUNTABILITY COPING STRATEGIES
SUE DIRECTOR OF PRODUCT NEEDS TO INCREASE ENGAGEMENT WANTS ADVICE DOESN’T ALWAYS LISTEN
SUE DIRECTOR OF PRODUCT NEEDS TO INCREASE ENGAGEMENT WANTS ADVICE DOESN’T ALWAYS LISTEN ! ASK SUE TO TAKE NOTES
SUE DIRECTOR OF PRODUCT NEEDS TO INCREASE ENGAGEMENT WANTS ADVICE DOESN’T ALWAYS LISTEN ! CREATES BUY-IN
LISA CUSTOMER SERVICE DIRECTOR YOUR NEW BEST FRIEND LISA KNOWS EVERYTHING Take My Job! @dlichaw | greatnorthelectric.com
LISA CUSTOMER SERVICE DIRECTOR YOUR NEW BEST FRIEND LISA KNOWS EVERYTHING Take My Job! @dlichaw | greatnorthelectric.com GIVE LISA A PROJECT TO DO
LISA CUSTOMER SERVICE DIRECTOR YOUR NEW BEST FRIEND LISA KNOWS EVERYTHING Take My Job! @dlichaw | greatnorthelectric.com HELP LISA DO HER JOB
DAVID FOUNDER DAVID NEEDS “UX” NOT USER RESEARCH Take My Job! @dlichaw | greatnorthelectric.com
DAVID FOUNDER DAVID NEEDS “UX” NOT USER RESEARCH Take My Job! @dlichaw | greatnorthelectric.com GET DAVID OUT OF THE BUILDING* * WORKING FOR YOU
DAVID FOUNDER DAVID NEEDS “UX” NOT USER RESEARCH Take My Job! @dlichaw | greatnorthelectric.com HELP DAVID DO HIS JOB
FOSTER CREATIVITY MAKE OTHERS USEFUL PROMOTE ACCOUNTABILITY COPING STRATEGIES Take My Job! @dlichaw | greatnorthelectric.com
Take My Job! @dlichaw | greatnorthelectric.com DONNA FIXER WANT TO MAKE THINGS BETTER
Take My Job! @dlichaw | greatnorthelectric.com ! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Seamless!|!iPad!Usability!Testing!Report!!|!November!21,!2011!|!p!7! !! ! ! • 6/6!were!finally!able!to!add!a!coke!to!their!bag! Task!5:!Actually,!make!that!two!cokes.! • 5/6!successfully!increased!the!amount!of!cokes!from!1!to!2!in!their!bag!! • 1/6!did!not!realize!they!could!tap!on!an!item!in!the!bag!to!increase!the!quantity!and! navigated!back!to!the!menu,!added!a!second!coke!and!then!wondered!why!they!had!two! separate!line!items!in!their!bag!instead!of!one!line!item!with!a!quantity!of!2! Severity:!Negligible! Task!6:!Let’s!maybe!get!a!dessert!too…never!mind,!we’re!good!–!let’s!just!order! what!we!have.! • 5/6!successfully!navigated!back!to!the!bag!by!using!the!app!menu! • Issue:!1/6!wondered!why!the!icon!with!the!subtotal!in!the!bottom!right!corner!of!the!app! didn’t!take!them!directly!to!the!bag!like!they!expected!it!to.!This!participant!preferred!to! reach!the!bag!in!one!click!rather!than!the!two!required.! DONNA FIXER WANT TO MAKE THINGS BETTER
Take My Job! @dlichaw | greatnorthelectric.com ! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Seamless!|!iPad!Usability!Testing!Report!!|!November!21,!2011!|!p!7! !! ! ! • 6/6!were!finally!able!to!add!a!coke!to!their!bag! Task!5:!Actually,!make!that!two!cokes.! • 5/6!successfully!increased!the!amount!of!cokes!from!1!to!2!in!their!bag!! • 1/6!did!not!realize!they!could!tap!on!an!item!in!the!bag!to!increase!the!quantity!and! navigated!back!to!the!menu,!added!a!second!coke!and!then!wondered!why!they!had!two! separate!line!items!in!their!bag!instead!of!one!line!item!with!a!quantity!of!2! Severity:!Negligible! Task!6:!Let’s!maybe!get!a!dessert!too…never!mind,!we’re!good!–!let’s!just!order! what!we!have.! • 5/6!successfully!navigated!back!to!the!bag!by!using!the!app!menu! • Issue:!1/6!wondered!why!the!icon!with!the!subtotal!in!the!bottom!right!corner!of!the!app! didn’t!take!them!directly!to!the!bag!like!they!expected!it!to.!This!participant!preferred!to! reach!the!bag!in!one!click!rather!than!the!two!required.! DONNA FIXER WANT TO MAKE THINGS BETTER CRICKETS
Take My Job! @dlichaw | greatnorthelectric.com ! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Seamless!|!iPad!Usability!Testing!Report!!|!November!21,!2011!|!p!7! !! ! ! • 6/6!were!finally!able!to!add!a!coke!to!their!bag! Task!5:!Actually,!make!that!two!cokes.! • 5/6!successfully!increased!the!amount!of!cokes!from!1!to!2!in!their!bag!! • 1/6!did!not!realize!they!could!tap!on!an!item!in!the!bag!to!increase!the!quantity!and! navigated!back!to!the!menu,!added!a!second!coke!and!then!wondered!why!they!had!two! separate!line!items!in!their!bag!instead!of!one!line!item!with!a!quantity!of!2! Severity:!Negligible! Task!6:!Let’s!maybe!get!a!dessert!too…never!mind,!we’re!good!–!let’s!just!order! what!we!have.! • 5/6!successfully!navigated!back!to!the!bag!by!using!the!app!menu! • Issue:!1/6!wondered!why!the!icon!with!the!subtotal!in!the!bottom!right!corner!of!the!app! didn’t!take!them!directly!to!the!bag!like!they!expected!it!to.!This!participant!preferred!to! reach!the!bag!in!one!click!rather!than!the!two!required.! DONNA FIXER WANT TO MAKE THINGS BETTER FA = −FB
Take My Job! @dlichaw | greatnorthelectric.com COLLABORATIVE PRIORITIZIATION IMG: HOLDING HANDS Take My Job! @dlichaw | greatnorthelectric.com COLLABORATE
EVERYONE WANTS TO BE A HERO Take My Job! @dlichaw | greatnorthelectric.com
Take My Job! @dlichaw | greatnorthelectric.com DAVID Created a product that people use, love, and pay for LISA Got fewer complaints BENOIT Felt useful BEN Launched on time SUE Increased engagement ED & ALI Increased engagement
Take My Job! @dlichaw | greatnorthelectric.com WHO IS YOUR USER? WHAT IS THEIR GOAL? WHAT PROBLEM DO THEY HAVE? HOW CAN YOU: FOSTER CREATIVITY? MAKE THEM USEFUL? PROMOTE ACCOUNTABILITY? } MAKE THEM A HERO
Take My Job! @dlichaw | greatnorthelectric.com FA = −FB HEROA = −HEROB
Take My Job! @dlichaw | greatnorthelectric.com DAVID Asked me back and refers me EMMA Lost touch BENOIT Moved back to France BEN Hired me for another project SUE Hired me for another project ED & ALI Asked me back and refers me
THEY’RE A HERO YOU’RE A HERO Take My Job! @dlichaw | greatnorthelectric.com
THANK YOU. Donna Lichaw @dlichaw greatnorthelectric.com

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Donna Lichaw's UX Tips for Making Others Useful Heroes

  • 1. DONNA LICHAW | @DLICHAW | GREATNORTHELECTRIC.COM TAKE MY JOB!
  • 3. 3
  • 5. Take My Job! @dlichaw | greatnorthelectric.com
  • 6. FOSTER CREATIVITY MAKE OTHERS USEFUL PROMOTE ACCOUNTABILITY COPING STRATEGIES Take My Job! @dlichaw | greatnorthelectric.com
  • 7. FOSTER CREATIVITY 
 SKETCHING
 WIREFRAMES + MOCKUPS
 PROTOTYPES MAKE OTHERS USEFUL PROMOTE ACCOUNTABILITY COPING STRATEGIES
  • 8. Take My Job! @dlichaw | greatnorthelectric.com BENOÎT CHIEF FINANCIAL OFFICER
  • 9. Take My Job! @dlichaw | greatnorthelectric.com BENOÎT CHIEF FINANCIAL OFFICER Take My Job! @dlichaw | greatnorthelectric.com “THANK YOU”
  • 10. Take My Job! @dlichaw | greatnorthelectric.com https://www.flickr.com/photos/68751915@N05/6355836713 BENOÎT CONTROLS THE BUDGET
  • 11. BEN PRODUCT MANAGER NOT A DESIGNER DESIGNS STUFF Take My Job! @dlichaw | greatnorthelectric.com
  • 12. BEN PRODUCT MANAGER NOT A DESIGNER DESIGNS STUFF Take My Job! @dlichaw | greatnorthelectric.com TEACH BEN
  • 13. Take My Job! @dlichaw | greatnorthelectric.com MAKE BEN LOOK GOOD* * BEN ALSO CONTROLS THE BUDGET
  • 14. ED & ALI LEAD ENGINEER ART DIRECTOR DON’T ALWAYS AGREE WANT REQUIREMENTS PROBLEM SOLVERS Take My Job! @dlichaw | greatnorthelectric.com
  • 15. ED & ALI LEAD ENGINEER ART DIRECTOR DON’T ALWAYS AGREE WANT REQUIREMENTS PROBLEM SOLVERS Take My Job! @dlichaw | greatnorthelectric.com LOCK THEM AWAY FOR A MORNING
  • 16. ED & ALI LEAD ENGINEER ART DIRECTOR DON’T ALWAYS AGREE WANT REQUIREMENTS PROBLEM SOLVERS Take My Job! @dlichaw | greatnorthelectric.com UNLOCK POTENTIAL
  • 17. FOSTER CREATIVITY MAKE OTHERS USEFUL INTERVIEW NOTES
 DATA MODELS & PERSONAS 
 USER INTERVIEWS & TESTS PROMOTE ACCOUNTABILITY COPING STRATEGIES
  • 18. SUE DIRECTOR OF PRODUCT NEEDS TO INCREASE ENGAGEMENT WANTS ADVICE DOESN’T ALWAYS LISTEN
  • 19. SUE DIRECTOR OF PRODUCT NEEDS TO INCREASE ENGAGEMENT WANTS ADVICE DOESN’T ALWAYS LISTEN ! ASK SUE TO TAKE NOTES
  • 20. SUE DIRECTOR OF PRODUCT NEEDS TO INCREASE ENGAGEMENT WANTS ADVICE DOESN’T ALWAYS LISTEN ! CREATES BUY-IN
  • 21. LISA CUSTOMER SERVICE DIRECTOR YOUR NEW BEST FRIEND LISA KNOWS EVERYTHING Take My Job! @dlichaw | greatnorthelectric.com
  • 22. LISA CUSTOMER SERVICE DIRECTOR YOUR NEW BEST FRIEND LISA KNOWS EVERYTHING Take My Job! @dlichaw | greatnorthelectric.com GIVE LISA A PROJECT TO DO
  • 23. LISA CUSTOMER SERVICE DIRECTOR YOUR NEW BEST FRIEND LISA KNOWS EVERYTHING Take My Job! @dlichaw | greatnorthelectric.com HELP LISA DO HER JOB
  • 24. DAVID FOUNDER DAVID NEEDS “UX” NOT USER RESEARCH Take My Job! @dlichaw | greatnorthelectric.com
  • 25. DAVID FOUNDER DAVID NEEDS “UX” NOT USER RESEARCH Take My Job! @dlichaw | greatnorthelectric.com GET DAVID OUT OF THE BUILDING* * WORKING FOR YOU
  • 26. DAVID FOUNDER DAVID NEEDS “UX” NOT USER RESEARCH Take My Job! @dlichaw | greatnorthelectric.com HELP DAVID DO HIS JOB
  • 27. FOSTER CREATIVITY MAKE OTHERS USEFUL PROMOTE ACCOUNTABILITY COPING STRATEGIES Take My Job! @dlichaw | greatnorthelectric.com
  • 28. Take My Job! @dlichaw | greatnorthelectric.com DONNA FIXER WANT TO MAKE THINGS BETTER
  • 29. Take My Job! @dlichaw | greatnorthelectric.com ! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Seamless!|!iPad!Usability!Testing!Report!!|!November!21,!2011!|!p!7! !! ! ! • 6/6!were!finally!able!to!add!a!coke!to!their!bag! Task!5:!Actually,!make!that!two!cokes.! • 5/6!successfully!increased!the!amount!of!cokes!from!1!to!2!in!their!bag!! • 1/6!did!not!realize!they!could!tap!on!an!item!in!the!bag!to!increase!the!quantity!and! navigated!back!to!the!menu,!added!a!second!coke!and!then!wondered!why!they!had!two! separate!line!items!in!their!bag!instead!of!one!line!item!with!a!quantity!of!2! Severity:!Negligible! Task!6:!Let’s!maybe!get!a!dessert!too…never!mind,!we’re!good!–!let’s!just!order! what!we!have.! • 5/6!successfully!navigated!back!to!the!bag!by!using!the!app!menu! • Issue:!1/6!wondered!why!the!icon!with!the!subtotal!in!the!bottom!right!corner!of!the!app! didn’t!take!them!directly!to!the!bag!like!they!expected!it!to.!This!participant!preferred!to! reach!the!bag!in!one!click!rather!than!the!two!required.! DONNA FIXER WANT TO MAKE THINGS BETTER
  • 30. Take My Job! @dlichaw | greatnorthelectric.com ! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Seamless!|!iPad!Usability!Testing!Report!!|!November!21,!2011!|!p!7! !! ! ! • 6/6!were!finally!able!to!add!a!coke!to!their!bag! Task!5:!Actually,!make!that!two!cokes.! • 5/6!successfully!increased!the!amount!of!cokes!from!1!to!2!in!their!bag!! • 1/6!did!not!realize!they!could!tap!on!an!item!in!the!bag!to!increase!the!quantity!and! navigated!back!to!the!menu,!added!a!second!coke!and!then!wondered!why!they!had!two! separate!line!items!in!their!bag!instead!of!one!line!item!with!a!quantity!of!2! Severity:!Negligible! Task!6:!Let’s!maybe!get!a!dessert!too…never!mind,!we’re!good!–!let’s!just!order! what!we!have.! • 5/6!successfully!navigated!back!to!the!bag!by!using!the!app!menu! • Issue:!1/6!wondered!why!the!icon!with!the!subtotal!in!the!bottom!right!corner!of!the!app! didn’t!take!them!directly!to!the!bag!like!they!expected!it!to.!This!participant!preferred!to! reach!the!bag!in!one!click!rather!than!the!two!required.! DONNA FIXER WANT TO MAKE THINGS BETTER CRICKETS
  • 31. Take My Job! @dlichaw | greatnorthelectric.com ! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Seamless!|!iPad!Usability!Testing!Report!!|!November!21,!2011!|!p!7! !! ! ! • 6/6!were!finally!able!to!add!a!coke!to!their!bag! Task!5:!Actually,!make!that!two!cokes.! • 5/6!successfully!increased!the!amount!of!cokes!from!1!to!2!in!their!bag!! • 1/6!did!not!realize!they!could!tap!on!an!item!in!the!bag!to!increase!the!quantity!and! navigated!back!to!the!menu,!added!a!second!coke!and!then!wondered!why!they!had!two! separate!line!items!in!their!bag!instead!of!one!line!item!with!a!quantity!of!2! Severity:!Negligible! Task!6:!Let’s!maybe!get!a!dessert!too…never!mind,!we’re!good!–!let’s!just!order! what!we!have.! • 5/6!successfully!navigated!back!to!the!bag!by!using!the!app!menu! • Issue:!1/6!wondered!why!the!icon!with!the!subtotal!in!the!bottom!right!corner!of!the!app! didn’t!take!them!directly!to!the!bag!like!they!expected!it!to.!This!participant!preferred!to! reach!the!bag!in!one!click!rather!than!the!two!required.! DONNA FIXER WANT TO MAKE THINGS BETTER FA = −FB
  • 32. Take My Job! @dlichaw | greatnorthelectric.com COLLABORATIVE PRIORITIZIATION IMG: HOLDING HANDS Take My Job! @dlichaw | greatnorthelectric.com COLLABORATE
  • 33. EVERYONE WANTS TO BE A HERO Take My Job! @dlichaw | greatnorthelectric.com
  • 34. Take My Job! @dlichaw | greatnorthelectric.com DAVID Created a product that people use, love, and pay for LISA Got fewer complaints BENOIT Felt useful BEN Launched on time SUE Increased engagement ED & ALI Increased engagement
  • 35. Take My Job! @dlichaw | greatnorthelectric.com WHO IS YOUR USER? WHAT IS THEIR GOAL? WHAT PROBLEM DO THEY HAVE? HOW CAN YOU: FOSTER CREATIVITY? MAKE THEM USEFUL? PROMOTE ACCOUNTABILITY? } MAKE THEM A HERO
  • 36. Take My Job! @dlichaw | greatnorthelectric.com FA = −FB HEROA = −HEROB
  • 37. Take My Job! @dlichaw | greatnorthelectric.com DAVID Asked me back and refers me EMMA Lost touch BENOIT Moved back to France BEN Hired me for another project SUE Hired me for another project ED & ALI Asked me back and refers me
  • 38. THEY’RE A HERO YOU’RE A HERO Take My Job! @dlichaw | greatnorthelectric.com