As products mature, the user’s needs change over time and so must the way we work. This collaborative session will bring experienced practitioners together to compare their experiences working on mature software and complex Web applications. Together we will identify what has worked and what has not and provide the UX community with a set of best practices.
Topics to be covered (attendees’ desired topics will be added):
Adjusting staffing to meet changing needs
Long term staffing considerations
Models of growth and growing pains
Challenges of product monitoring and regular maintenance
Web Analytics
A/B Testing
NPS and other feedback
Maturing UX within Agile environments
Just-in-time maintenance balanced with strategic work
Cadences for research and usability testing
Product release cycles
Managing expectations for long-term customers
8. #UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Why are we resistant to change?
1. Loss of control
2. Excess uncertainty
3. Surprise
4. Everything seems different
5. Loss of face
6. Concerns about competence
7. More work
8. Ripple effects
9. Past resentments
10.Sometimes the threat is real
TenReasonsPeopleResistChangebyRosabethMossKanteronHBR
HarvardBusinessReview
https://hbr.org/2012/09/ten-reasons-people-resist-chang
27. #UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Change through pivoting (same vision)
• Users
• Solve a similar problem for a different set of users with existing product
• Prioritization of work changes dramatically
• Highly trained user base is smaller than originally thought
• Less knowledgeable user base – over time make less complex
AdaptedfromEricRies,Pivot,don'tjumptoanewvision,June22,2009
http://www.startuplessonslearned.com/2009/06/pivot-dont-jump-to-new-vision.html
28. #UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Pivot: User problem
• Pattern of use changes
• Solve a different problem for the same user
• Starbucks
• Went from selling coffee beans and espresso makers
to brewing drinks in-house
AdaptedfromEricRies,Pivot,don'tjumptoanewvision,June22,2009
http://www.startuplessonslearned.com/2009/06/pivot-dont-jump-to-new-vision.html
29. #UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Pivot: Focus on capability
• Reorient the product around what users are really doing
• Abandon extra features that make it hard for new customers
to discover what's really valuable about the new, simplified
solution
• PayPal
• Customers were gravitating to the email-payments part
of their original solution
• Ignoring the complex PDA-based cryptography solution
AdaptedfromEricRies,Pivot,don'tjumptoanewvision,June22,2009
http://www.startuplessonslearned.com/2009/06/pivot-dont-jump-to-new-vision.html
31. #UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Design debt
• Extra work that arises when design (code)
“that is easy to implement in the short run is used
instead of applying the best overall solution“ - Wikipedia
• Managing when and how work is done
• Part of overall cycle
https://en.wikipedia.org/wiki/Technical_debt
38. #UXPA2016
www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201
Conference Survey:
Resilience is necessary
• “Process of adapting well in the face of adversity, trauma, tragedy,
threats or significant sources of stress”…
• It means "bouncing back" from difficult experiences.”
- American Psychological Association
AmericanPsychologicalAssociationwww.apa.org/helpcenter/road-resilience.aspx