UXPA2019 Tales from a Post-it Guru
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The document discusses the benefits of using analog or physical tools like post-it notes for collaboration and decision making. It provides examples of how post-its can be used to generate ideas, visualize relationships and clusters, and foster engagement. Specific advantages of analog tools outlined include facilitating alignment, engagement, leveling of hierarchies, synthesis of diverse perspectives, and creating persistent records. Best practices are offered for setting up analog workspaces and guidelines for effective use. The presentation encourages participants to discuss how they could apply these analog techniques at their own organizations.
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UXPA2019 Tales from a Post-it Guru
- 1. Post-It-Lady.com As people trickle in… turn to your neighbors and discuss Why use post-its? ● Generate as many answers as you can! ● Capture each answer on a separate post-it. ● Bonus points for sketches. ● Put them on the wall and cluster with similar answers
- 2. Post-It-Lady.com What do the walls look like?
- 6. Post-It-Lady.com Juxtaposition of working styles -> Rightsizing DigitalAnalog Hybrid
- 8. Post-It-Lady.com Tales from a Post-it Lady: How to externalize the work, foster group alignment, and turn meetings into workshops that move the work forward
- 9. Post-It-Lady.com Agenda WHY Analog best for key decision- making WHAT Unique qualities of analog WHEN Moments when analog was key to project success HOW Environment supplies etiquette
- 11. Post-It-Lady.com Insights Impact What is your ratio?
- 12. Post-It-Lady.com Insights Impact Insights Impact Insights Impact Shifting the ratio
- 13. Post-It-Lady.com How does the team make decisions? PolarizedAligned Divided/ Chaotic Focused HierarchicalCollective Incomplete/ muddled Clear DissipatedStickiness Alignment Engagement Leveling Synthesis Persistence
- 15. Post-It-Lady.com Digital ok Analog Best PolarizedAligned Divided/ Chaotic Focused HierarchicalCollective Incomplete/ muddled Clear DissipatedStickiness Alignment Engagement Leveling Synthesis Persistence
- 17. Post-It-Lady.com Alignment • Prioritization • Trade-offs • Shared Mental Model
- 18. Post-It-Lady.com Engagement 1. Online distractions 2. Focus 3. Play 4. In-person 5. Trust building 6. Water cooler conversations 7. Observe others reactions
- 19. Post-It-Lady.com Leveling 1. Flatten power dynamics a. Org chart range b. HPPO c. Age, gender, race, physical abilities d. External vs. internal processor e. Domain knowledge range f. Cross functional skills range g. Dominant language 2. Inclusive and Democratic
- 20. Post-It-Lady.com Synthesis 1. Diverse Learning Modalities a. Kinesthetic (moving) / Moveable b. Tactile (touching) c. Visual d. Auditory 2. Express and refine ideas 3. Reference data points far in proximity 4. View all at once
- 21. Post-It-Lady.com Persistence 1. Visual longevity 2. Strategic placement 3. Share-out 4. Reminder 5. Sticky
- 31. Post-It-Lady.com Journey Maps… with emoji stickers
- 36. Post-It-Lady.com Turn to your neighbors and discuss how you’d like to leverage post-its or walls in a strategic way at your organization?
- 37. Post-It-Lady.com Best Practices: Setting up an environment for analog to work
- 38. Post-It-Lady.com Securing a space Room set-up If you don’t have walls you can build your own The room and walls
- 39. Post-It-Lady.com Make-up kits for grab-ability and portability Different Size post-its and a legend for what they mean Supply List at Post- It-Lady.com
- 40. Post-It-Lady.com Get high contrast and consistent color schemes
- 41. Post-It-Lady.com Off-brand post-its lead to “post-it raining”
- 42. Post-It-Lady.com Get sharpies with equal tip size to democratize idea visibility
- 45. Post-It-Lady.com Etiquette ● Build upon ideas with “yes, and…” ● Get Visual quickly when expressing an idea. Bonus points if your post-it has a picture ● 1 conversation at a time to ensure active listening ● Can your post-it be understood by someone else? ● WRITE IN ALL CAPS FOR LEGIBILITY ● Sticky side is top ● Have the group stand for energy
- 48. Post-It-Lady.com Discussion: We are in a room full of experts and I would love to hear from you! Care to share any tips and tricks, strategy, or favorite supplies?
- 49. Post-It-Lady.com Thank you! • Leah Rader, UXR Manager @ Lyft • Beaudry Kock, MBTA • Victoria Bellotti, UXR @ Lyft • Rhiannon Zivin, UXR @ Lyft • Aurelia Hertz, UXR @ Lyft • Amanda Gelb for pointing us to emoji stickers • Jess Cole, CFA • Lyft • IDEO + Greenfield Labs • Code for America (CFA)
- 50. Post-It-Lady.com Come work with us at Lyft! • Director, User Research • HF/HMI Researcher, Bikes & Scooters • Senior UX Researcher, Express Drive • UX Researcher, Marketplace • Senior UX Researcher, Bikes & Scooters Email: LRatner@Lyft.com Post-It-Lady.com LisaRatner
- 52. Post-It-Lady.com
- 53. Post-It-Lady.com
- 54. Post-It-Lady.com
- 55. Post-It-Lady.com
- 56. Post-It-Lady.com
- 57. Post-It-Lady.com
- 58. Post-It-Lady.com What is your Team / Org’s culture? PolarizedAligned Divided/ Chaotic Focused HierarchicalCollective Incomplete/ muddled Clear DissipatesStickiness Alignment Engagement Leveling Synthesis Persistence
- 60. Post-It-Lady.com What about distributed teams? Different Time Zone Desk neighbor
- 61. Post-It-Lady.com What about distributed teams? Different Time Zone Desk neighborDigital AnalogHybrid
- 62. Post-It-Lady.com Need for Analog’s unique qualities Low High Low High Low High Low High Low High Alignment Engagement Leveling Synthesis Persistence
- 63. Post-It-Lady.com Low need then digital works Low High Low High Low High Low High Low High Alignment Engagement Leveling Physicality Persistent Digital
- 64. Post-It-Lady.com High need then go analog Low High Low High Low High Low High Low High Alignment Engagement Leveling Synthesis Persistence Analog
Hinweis der Redaktion
- Can I have a volunteer cluster them for me? What topics are you seeing repeats of? We will dive deeper into these areas.
- The first thing I observe when I start at a new organization is what do the walls look like. Take a moment to consider what the walls look like at your organization.
- Are they covered in post-its? How about journey maps, photos of users and their quotes, and guiding principles? Are folks using analog tools like post-its, foam core boards, whiteboards, pen and paper, and group workshops? I’ve worked at places where they were almost dogmatic about doing everything in post-its. Foam-core boards were falling on top of us and post-its were sticking to our shoes when we left the office as if it were toilet paper when you exit the bathroom. Most activities were a group activities. There were times I felt the high only to be followed by the and then the headaches of being in a room with poor air circulation and surrounded the toxic glue of post-its adhesives, and of course… the sharpies. One of my colleagues described it as coming down with post-it fatigue. Raise your hand if this describes your organization?
- I’ve worked with organizations where there was nothing on the walls... totally blank and not a post-it in sight! Staff worked primarily on their computers and where meetings are meetings, not workshops. Communication was primarily done using digital tools like email, slack, google docs. Raise your hand if your organization primarily works using digital tools?
- I’ve worked with distributed teams where we used digital whiteboards and digital post-its like Mural.ly. Or are the teams distributed? And they are using Hybrid methods like mural.ly, digital whiteboards? Raise your hand if your organization works with these hybrid tools?
- Having worked with a variety of organizations with different working styles, this juxtaposition got me thinking about how these styles influence the quality of the work output. How does the work differ when we use analog versus hybrid? Or vs. digital? When should we be using which? Why do I keep gravitating towards using analog?
- Mimicking When I was just starting out in UX I felt like I was mimicking post-it behavior without knowing if I was doing it right. It seemed simple enough. And I was sure to include on my portfolio a cliche depth of field photo of me pointing to a wall of arranged post-its looking contemplative. Intentional I wanted to be more thoughtful and intentional about when I use analog or digital methods. I put on my anthropologist hat and I started to study the use of post-its. I observed when, where, how, and why to leverage them. I asked my peers about how and why they use them.
- I synthesized those learnings and am here to share with you today. Title My name is Lisa Ratner, I’m a UX Researcher at Lyft and these are Tales from a Post-it Lady: how to externalize the thinking and the work, foster group alignment to make key decisions, and turn meetings into workshops that move the work forward
- Agenda First I’m going to talk about why I choose analog as my preferred working style when I need to align a team to make a key decision. Then I’ll share what I’ve observed are the unique qualities that analog tools engender when it comes to group aligned decision-making: Alignment Engagement Leveling Tactile Persistence Then I’ll discuss when digital is ok. I’ll then share some anecdotes of when using analog methods were key to the success of a project: Kick-off Working agreements: Alignment, Leveling, Persistence Affinity Maps Service Blueprint Journey Maps: Cross-functional team building a shared mental model Share-out: MBTA Empathy Wall of findings, persistent, physical Then I will share best practices of how to set up the room environment, what supplies to order and what etiquette to employ. Goals If you are new, I hope this will inspire you to try facilitating one of the activities we will cover If analog is already part of your practice I hope you will walk away with At least 1 new idea for your organization’s wall or a new tip to add to your facilitator’s toolbox A deepening of your strategic thinking and increased confidence about how to employ analog
- I recommend using Analog when you need to align a team to make a key decision. I’m going to walk you through my thought process and the different factors I weigh when I determine when to use analog.
- As UX Researchers our role is two-fold: 1) Collecting user data to generate insights 2) Ensuring those insights make it into the product / service and ultimately back to serving the user need that you uncovered. Thus our role is also knowing how to have impact in our particular organization. Rolling Researcher Currently, I’m a Rolling Researcher which means I’m rolling around to different teams within the organization and helping them for a few weeks at a time and then moving on to help another team. Even though the company is the same, the team itself may have a radically different working style than the next. Some are more group aligned and some need me more for decision-making facilitation to help push thinking through a complex problem with the data they have rather than go add more to the data mix. Therefore, I’m constantly strategizing which Iinsights : Impact Ratio I should bring to the new group.
- Variety of ratios If you are changing organizations, or you work with many different kinds of client teams, or are in the same office but rotate to help different teams, this ratio has to shift to address the team’s working style. REFLECTION: What is your Insights : Impact ratio at your current organization? Has that Ratio changed compared to other places you’ve worked? How much are your insights making an impact? I’m going to walk you through my thought process and the different factors I weigh when I determine when to use analog. Ultimately, I’m seeing how much I need to be a facilitator How much do we need to help facilitate stakeholder decision-making to ensure user insights are effectively used?.
- How much group alignment does your work culture have when it comes to understanding the user, the problem space, and the solutions that will be most effective? Is the decision-making process aligned or polarized? Are the team members engaged and focused or is it chaotic and everyone is spread too thin and focusing on their specific tasks? Is the decision-making process solo and hierarchical? Or collective and flat? Is the team able to wrap their head around, play with, sort, move around to make sense of and synthesize a significant amount of user data? Do the team members trust one another? How much are stakeholders internalizing the information or do the user research results disappear into the ether?
- If the conditions on the team are more on the right then I will shift my ratio towards impact. This means I spend more time facilitating group alignment. Need for Facilitation In my experience, I’ve found the need for group alignment is typically quite substantial and therefore I find myself doing more facilitation work than I originally envisioned in a UXR role.
- Employing analog methods are key to successful facilitation work because they have unique characteristics that unlock how people can work together which feels almost novel in a digital age. These same 5 factors that tell us whether to focus on impact are the same factors where analog shines. Post-It Lady Reputation And like many of you I'm sure, since you are UX Researchers, I’ve developed a reputation for being... a Post-it Person. I’m always running around with a stack of post-its or sitting with a pile of them on my desk or you can find me with a backdrop of a foam-core board with a slew of different colors and sizes of Post-its on it.
- Now I’m going to dive deeper into each of these qualities where analog shines.
- Are the Decisions under consideration ones that a solo decision-maker can and is allowed to make? Or is this something where a group of people need to build a collective understanding of the problem and buy-into a decision? Prioritization It also forced prioritization since there were many, so many decisions to be made and many decisions were nested inside of larger decisions. By forcing post-its to be ordered in a vertical line they had to align. Trade-offs Make an esoteric trade-off very concrete. Go horizontal to show the side to side tradeoffs Shared Mental Models Cross-functional team building the blueprint together take a step back and nod, this is how this thing works and how it fits into the users’ life. We had alignment of our mental models.
- Raise your hand if you’ve given a presentation to a room full of people looking down at their computers. Raise your hand if you felt good doing that? It sucks. Here we are as researchers trying to build empathy, trying to increase the capacity of our team’s ability to relate to our users and they won’t even give us their eyes. This is where analog can really help break that up. As soon as people enter a room they have to pickup the post-its and pens or they will sit on them. They are given a prompt as they trickle in so their instinct isn’t to go straight to their device. They are given social permission and instruction to engage with their neighbor. It is important to do this right off the bat so they enter a space that welcomes their participation and doesn’t give them a choice to interact in another way. Online is distracting. You are pinged every few minutes, there are multiple tabs open. When you are faced with a wall of data or insights and photos and you walk around to absorb it there is much to take in and you can’t do anything else besides focus on that task. When you give everyone a pen and post-it, from the most senior to the most junior you are bringing them in. Tone and playfulness and energizing IDEO says that you can guage your workshop’s success by how much laughter you hear. How much playfulness and drawing occurs. That means people are highly engaged. It also means people feel safe to express themselves and are more open to new perspectives and trust is being built.
- Put them at ease Once you have who you need, how do you put everyone at ease? You might have folks that are intimidated by one another for several reasons. Some might be executives or have high up positions in the organization while others may be in less empowered positions to externalize their thinking. It could be a very rigid structure like you may find in the military where people aren’t empowered to speak up. Some may be more verbal processors and feel comfortable and energized by a group session while others may be internal processors who feel more natural thinking silently and sharing once an idea is fully fledged. Some may be of different language literacy levels and there could be the dominant language and then the less dominant one. There may be a gender, race, age, and abilities social hierarchy. There may be a range of domain knowledge about the topic at hand or levels in the craft. Some may love the social aspect of a group of folks while other prefer solitary working activities.
- Persistent physical artifact is a critical feature that post-its support best -- when we are just talking in a meeting, these promises evaporate into the ether, or when on a slide, the promises are lost to memory as we progress through the deck. Facilitating gets the team to reach epiphanies by developing insights, now the team needs a persisent reminder. Physical space Strategic in placement Share-out Reminder of the message
- I’m going to share a few moments where using analog methods were key to the success of the project. We used them during kick-off, working agreements, service blueprints, journey maps, and share-outs.
- Getting folks into a room One team I worked with had each individual working tremendously hard in their craft and the thing that helped them even more than collecting user research data was the act of facilitating alignment. They just needed to get into a room all together and having this on the calendar was a forcing mechanism. Great for getting the right stakeholders into the room. This is the moment where everyone is looking at each other in the eye, taking stock of who we have to solve this issue. Decision prioritization First we have everyone write the decisions they are trying to make. Then we physically prioritize them one on top of another. This is a critical feature that post-its support best -- white board marker lists are hard to re-order, verbal lists are difficult to track, etc. Participants usually have a gut reaction as they physically move the post-its up or down in priority and gauge the reaction in the room. Equally important as the end-result of defining the priorities are the discussion that ensued and the way the team builds a dynamic. Inclusive Molly’s Anecdote: “When you are sitting around a conference table behind a computer there is pressure that everything you say has to be perfect, authoritative, and absolute. When you are behind a post it doing a timebound brainstorm you can be more free to question or out an idea out that isn’t fully thought out. IT’S FREEING!”
- Test plan review: We were working on an app that had a service design component. We had a test plan that was very physical. We needed to coordinate the users making a request for the service at a certain time and then go drive to pick them up. Needless to say it was very complicated. I had a plan printed out but I also put this 3D model out for us to move things around and have a shared mental model that visualized what we were about to do.
- Co-Design exercise: Here we were doing a street redesign imagining project. We took stakeholders and gave them supplies to physically move things around so we could have an enriched conversation about streets and help us form a POV around how our products and services would fit into the streetscape. Very hard to wrap our heads around this over slack or even a digital white board.
- Cutting out survey data: Take handwritten notes and put them on the wall / foam core board. We are creating a wall of interviews. This enables folks to walk around the different walls and scan. If you did collect data via a digital survey, I’ve done activities where we cut out relevant quotes and categorize them. Adding a tactile activity such as taking scissors and cutting out key quotes and taping it to the wall really makes the content sink in because it adds an additional learning modality to your workshop which increases comprehension and engagement. The more diverse varieties of learning modalities that you employ the more inclusive your workshop is for a wider range of participants.
- Are you getting overwhelmed by spreadsheets of data and having a hard time connecting the dots? Print out the data, verbatims, photos and bring in stakeholders to help you organize it. Physically begin to categorize the quotes, the pictures, the stats that we’ve collected and put them into topic areas. Having them participate in interpreting and analyzing it will increase buy-in later on.
- Plot data on a 2x2. Assign meaning to axis and plot data that way. In particular I like using this for severity versus frequency diagrams.
- When facilitating a workshop where a cross-functional team built a service blueprint with post-its we could see how each team member had a different mental model of the product. They saw it through the lens of what they are tasked to focus on. By building the blueprint together and syncing it with the user journey and needs they could see the intersection with the user as well as with the other swim lanes and workstreams. They saw gaps both in the operations of building the product but also between the product and the user needs. They also saw the full length of the journey and how their section is a part of a big whole. This gave them some perspective on how they fit in. At the end we could all take a step back and nod, this is how this thing works and how it fits into the users’ life. We had alignment of our mental models.
- Journey Maps with Emojis Playful, fun, laughter. Leveling, brought in customer service agents who interface with our users the most and the director of this product. We had them build out a journey map together as a way to form a shared POV of the experience. Added emojis to indicate what customers found most compelling and delightful and call out the pain points
- Or if you are building a journey map, this is the moment you take all the artifacts and you put them on the wall in sequence to see the order of operations and how something in the beginning affects something at the end. A few times I’ve built journey maps with teams where we took an entire wall almost floor to ceiling and filled it with data. Having large space for your data enables you to reference data points far in physical proximity and make a connection between them. We drew lines that connected these data points.
- My co-worker not involved in the project walked by almost every day asking “did ya solve it yet? Did you crack the case?” It looked like detective film noir movie and I was going to find who stole the jewels from the museum. Lots of folks walked by and would pause and cock their head to the side. Even though there was an overwhelming amount of information on the wall that unless they were involved in the project they probably had trouble grocking it, at least they would scan and pick up a few things like a key quote or a statistic or a photo demonstrating a user in context.
- Strategy behind wall selection Consider where your wall is when you do this activity. Be strategic about it. Does it get a lot of foot traffic? Who might you expose user findings to without actively seeking them out. They would stop and ask me questions and I would give them a tour. This watercooler moment is hard to replicate in digital.
- A previous coworker shared that when he worked at the MBTA they did a user research project where they brought key stakeholders for ride-alongs and intercepts and took lots of pictures. They created a curated wall of insights demonstrating key decision-makers out in the field interacting with users. There were user quotes highlighting the pain points and the impact it has on them. This wall of faces and context is a stark shift from the beige blank government wall that was there before. By being out in the open, in the hallway everyone who works on this product walks by it. It inspires empathy in a persistent way that a slidedeck that you look at once just can’t. This anecdote really touched me because of how eye opening he described the experience for those in the building working there who are typically very out of touch from the user experience. I get kind of emotional when I think about this anecdote partly because I work in transportation and because I’ve also worked for a government agency deploying services and I saw story after story about how UXR brought those working in policy and delivering services were brought closer to the end-user. This is a reminder of why our work matters. The impact was so strong on the stakeholders and it demonstrates how much of an impact we can have as UX Researchers. Once again, our role isn’t just to collect data and generate insights, but we have to shepard those insights throughout the organization. We have to deliver the information in a way that inspires action and is sticky. A lot of this talk has been about engaging your stakeholders but ultimately all that work comes back to solving a user need. In the end, it all needs to circle back to the user. These end-users are some of the most vulnerable members of our society. These beige government agency walls were transformed with their photos and stories. Beaudry wrote, “While I didn’t do any scientific measurements, I’d say it did have an impact on how much people cared about the finer details of the system and why their work mattered.”
- Turn to your neighbor. Describe a few opportunities for when you’d like to try leveraging post-its or walls in a strategic way at your organization?
- Find a room that can handle the number of participants. Does it have wall space or do you need to bring in boards? Will you have to clean up right after or can you have the space for as long as you need it? Remove chairs and tables so people come down and sit immediately. It zaps the energy.
- Find a room that can handle the number of participants. Does it have wall space or do you need to bring in boards? Will you have to clean up right after or can you have the space for as long as you need it? Remove chairs and tables so people come down and sit immediately. It zaps the energy. If you don’t have walls you can build your own 8x4 ft white Foamcore boards not too big so they can fit through doors Not too thin so they don’t collapse and so the pins don’t go through Foam-core stands
- “Whoa! That’s a big post-it!” 4 Different Size post-its and Legend what they mean 3M branded post-its. A manager once gave me a disapproving head shake insinuating I was a total amateur when he realized I ordered the cheap off-brand post-its because the glue isn’t strong enough and he anticipated rightly so that none of them would stick. Post-its with strong enough glue (off brand post-its fall like rain) I’ve been scolded by pros about post-it etiquette and how you are supposed to tear off each post-it from left to right and not bottom to top which causes curling. Colors with enough contrast
- Welcome Get to the room early to set up so you as the facilitator can be present for when people arrive to welcome them. Have a discussion prompt on the board to welcome them. Hand each participant a post-it pad of the same color and a sharpie of the same pen weight. This act is signaling that you are inviting them into the conversation and empowering them to speak. While it may seem like a detail, it is really important to have the same pen weight for everyone. If you look at one post-it with a ballpoint and another with a thick sharpie your eyes gravitate and stick with the sharpie idea. Before you get started explain that there should be one conversation at a time so that way the soft spoken participants aren’t ignored by the extroverts engaging in side conversations. EASE If power hierarchies are strong in this particular group, here are some tactics I’ve found to be effective at putting a group at ease and empowered all participants. When you provide a post-it prompt, allow a few minutes of heads down time for people to jot their idea down. This is especially important for the internal processors so they don’t feel too pressured and stressed out to share before they are ready. I love the energy of popcorn style which is allowing people to share they ideas as soon as they come. But if the group needs extra inclusion practice then I recommend going around the circle so everyone has an opportunity to share their ideas.
- Soon there were a mountain of multi-colored pads with sturdy glue, sharpies of the same color and width, make-up boxes to enable organization and portability, list of workshop guidelines, stickers for dot voting, and of course, emoji stickers for journey maps. I created about 15 of these kits put them all on a table without any promotion and I watched and waited to see if anyone would bite.
- Over the course of a month, they had all disappeared. People took them and used them and they made their way throughout the company. I’m excited to hear how people have been using them.
- We are in a room full of experts and I would love to hear from you! How have you used post-its and boards strategically at the organizations you’ve worked at? What are your favorite supplies that you always make sure to have on hand? What “rules” do you put in place when workshopping? Any tips and tricks you care to share?
- Source: Romy and Michelle’s