You'll learn:
- How to select the right UX activities and plan resources appropriately.
- How to evolve your process as you grow.
- How to conduct proper discovery, transition from waterfall to Agile UX, and more.
2. 22
T Rowe Price: History
In 1937, Thomas Rowe Price
Jr. started an asset
management firm focused on
delivering global investment
management excellence with
one purpose:
âTo help our clients
invest confidently to
create secure
financial futuresâ
3. 33
T Rowe Price: History
The company offers related services for
individuals, advisors, institutions, financial
intermediaries, and retirement plan sponsors.
v
The values of our founder
guide our success and
shape our culture.
5. 55
UX Team Members
2012 2016
Sr. UX Designers
UX/UI designers
Front End/UI Unicorn
Content Strategist
Lead Managers
Created organically out of
a need to starting thinking
about the Who, What, and
Why on projects.
10+x2
6. 66
UX Team Business Partners
Individual
Investors
Financial
Advisors
Financial
Intermediaries
Global
Investment
Services
Retirement Plan
Services
7. 77
UX Team Vision
To drive the design and experience for the
companyâs web and digital properties
âȘ Small incremental change over the years
âȘ We are a shared service inside a business for financial services
8. 88
Pros and Cons of an Internal UX Team
PROS
âȘ You know your product best
âȘ You know your business and how it works
âȘ You have direct access to users and user proxies
âȘ Direct access to Voice of Customer data and feedback
âȘ Rapport with the business partners and stakeholders
âȘ Continuity with platforms
9. 99
Pros and Cons of an Internal UX Team
CONS
Not all Enterprise UX teams are structured as a cost center
within the business.
âȘ Seen as âfreeâ
âȘ Mentality that a paid agency has perceived value because it equates to money
âȘ We paid for it, therefore itâs automatically good
10. 1010
Pros and Cons of an Internal UX Team
Two things that you can do as an internal group
that can help make a difference:
1. Be experts within your process
2. Share metrics based off of your work
â You may need to pull in help from other groups
âȘ Analytics team
âȘ Account Management
11. BUILDING A SUSTAINABLE
UX PROCESS
âȘ Defining UX
âȘ Finding the âperfectâ
process
âȘ Building your own house
13. 13
User Experience Design is the practice of integrating
user-centered design methods, collecting, interpreting
and applying meticulous user research, process
management for testing elements of a system
independently in gradually increasing levels of fidelity,
and integrating multiple symbolic systems (languages) to
affect and influence users of an interactive system in a
predictable and measured way, according to the userâs
own criteria for success and happiness.
- uxdesign.com/ux-defined
14. 1414
Defining UX
âThe analogy I use is that Iâm like an architect for
houses. I design the structure of the house, the three
rooms, and where the kitchen is so that itâs livable.â
â Patrick Neeman, Six Things Misunderstood About User Experience Designers
16. 1616
Finding the âPerfectâ Process
Always works perfectly,
all of the time,
in every situation.
Everyone accepts
and respects the process
17. 1717
Finding the âPerfectâ Process
THERE IS NO SUCH THING AS A PERFECT UX PROCESS
3 things needed for a solid foundation
1. It needs to be flexible
2. Meets the specific requirements of the team
3. The whole team needs to agree on
19. 1919
Building Our House: Planning
Easy to
understand &
repeatable
Identify key
items to use
Educate business
partners
WHAT ARE YOUR GOALS AS A TEAM?
20. 2020
Building Our House: Planning
UNDERSTAND YOUR ENVIRONMENT
Where do we live?
Large
Enterprise
A lot
of silos
MBA
Focused
21. 2121
Building Our House: Planning
1. Conduct stakeholder
interviews to learn about the
businessâ goals, vision, and
direction
2. Share your joint group
knowledge about the business
units
â Past experiences
â Current relationships
â Familiarity with user experience
design
These 1-on-1 conversations show your
interest and dedication in providing the best
outcome for their business
23. 2323
A Sustainable UX Process
âȘ Discovery and scoping
âȘ Information architecture
âȘ Design and content creation
âȘ Prototyping
âȘ Usability testing
âȘ Hand-off and development
THE BASICS
25. 2525
Itâs a helpful reminder to the
seasoned team members
Having this process will help
onboard new team members
A Sustainable UX Process
The Basics
âȘ Discovery and scoping
âȘ Information architecture
âȘ Design and content creation
âȘ Prototyping
âȘ Usability testing
âȘ Hand-off and development
26. 2626
Developers
â What technology is being used
â What modules or integration
already exists
Stakeholders
â Business insights
Legal
â Are there any new compliance
or fiduciary rules we need to be
aware of?
A Sustainable UX Process
The Basics
âȘ Discovery and scoping
âȘ Information architecture
âȘ Design and content creation
âȘ Prototyping
âȘ Usability testing
âȘ Hand-off and development
INCLUSION OF OTHER GROUPS
28. 2828
âȘ Competitor Analysis
âȘ Stakeholder Interviews
âȘ Personas
âȘ User Stories
âȘ Journey Maps
âȘ DoGo Mapping
âȘ Content Audit
âȘ Content Analysis
Discovery and Scoping
These tools are some that can be
used in a discovery phase
29. 29
Discovery and Scoping
USER JOURNEY
âȘ Users Objectives
âȘ What are they doing?
âȘ What are they thinking?
âȘ What are they feeling?
âȘ Identify Opportunity
30. 30
DoGo MAPPING
Lightweight tool that provides a
high-level understanding of the
information architecture of a site
Provides perspective on the overall
system combined with the
functionality of each page
It blends the overall view of a site
map with the detail of a flowchart in
order to visualize how a system fits
together
Discovery and Scoping
http://uxpamagazine.org/creating-a-dogo-map/
32. 3232
Discovery and Scoping
Members Time
Competitor Analysis UX Designers 1 day
Stakeholder Interviews Team 2-3 days
User / Proxy Interviews Team 2-3 days
Personas UX Designers 1-2 days
User Stories Team 2-3 days
Journey Maps Team 3-4 days
DoGo Mapping Team 2-3 Days
33. 33
Planning for the creation, aggregation,
delivery, and useful governance of
useful, usable, and appropriate content
in an experience.
- Margot Bloomstein, Appropriate Inc
Content Strategy
35. 3535
âȘ Competitor Analysis
âȘ Stakeholder Interviews
âȘ Personas
âȘ User Stories
âȘ Journey Maps
âȘ DoGo Mapping
âȘ Content Audit
âȘ Content Analysis
Discovery and Scoping
These tool box items are some that
can be used in a discovery phase.
36. 3636
Content Audit
âȘ A full accounting of existing
content. Requires reviewing every
page/screen and noting all content
elements in a spreadsheet. This
artifact is referred to as content
inventory.
âȘ Can be approached in both
quantitative and qualitative ways.
âȘ Timing depends on the number of
pages or screens that need to be
audited.
â Up to 50 pages/screens: 20 hours
â 50-100 pages/screens 40 hours
â 100+ pages/screens: Â 40+ hours
Discovery and Scoping
Content Analysis
âȘ Once a content audit is complete
and the content inventory created,
an analysis of all existing content
elements can occur.
âȘ Content is analyzed for accuracy,
usefulness to the user, and
relevancy to current business goals.
âȘ Timing depends on the amount of
content that needs to be analyzed.
â Up to 50 pages/screens: 5 hours
â 50-100 pages/screens: 10 hours
â 100+ pages/screens: 10+ hours
37. 3737
Discovery and Scoping
WHAT IS THE BARE MINIMUM?
Competitor
Analysis
Personas Content Audit /
Inventory
Whatâs happening
in the market
What work has already
been done
Who is your user?
What do they need
from you?
What content exists for
you to leverage?
What content does your
user need to best
understand what you are
telling them?
39. 3939
âȘ Card sorting
âȘ Site Maps
âȘ SEO
âȘ Wireframes
âȘ Content Page Tables
Information Architecture
These tools are some that can be used in
a IA phase.
40. 40
Information Architecture
CARD SORTING
Topics and navigation
organization
Mostly done with UX designers
and content strategist
We have also used stakeholders
to help validate our findings or
recommendations
41. 41
Information Architecture
CARD SORTING
Enterprise Creative recently
facilitated seven card sorting
sessions with participants from
6 different groups within
the organization
The open card sort involved
participants categorizing
and sorting a variety of
provided topics.
42. 42
Information Architecture
CARD SORTING
40 topics were included
Each topic represented
content featured on multiple
levels of an
existing website
Prep time
1 week
Testing Time
90-minutes sessions
4 days
Post Testing
3 days analyze data
44. 4444
PAGE TABLES
Outlines content
requirements for a specific
page, screen or content
module.
Includes objective, source
content, content
recommendations, hierarchy
and SEO recommendations.
Provides direction for
content creation and
delivery.
Used to develop wireframes.
1 page table: 1 hour
Information Architecture
45. 4545
WIREFRAMES
Most wireframes start as sketches,
usually from white boarding
sessions
Data from discovery is taken
broken down and ideas are
generated
Team Members
UX Designer
Content Strategy
UI Designer
Information Architecture
46. 4646
WIREFRAMES
Taking our sketches
into UXPin
Using in-app and
team libraries to build
wireframes quickly
In-app collaboration
point with writers
âȘ Headlines
âȘ Labels
âȘ Content Callout
Information Architecture
47. 4747
WIREFRAMES
Always present wireframes
back to stakeholders
Validates that you have all
the information and gives
the team the chance to
describe the vision and
explain why certain
decisions were made
Information Architecture
48. 4848
PROTOTYPING
INTERACTIVE WIREFRAMES
To uncover requirements
previously defined during the
kickoff
Stakeholder gets a feel for the
overall experience
Transactional flows are tested and
reviewed by the team and
stakeholders
Uncovers any unmet requirements
or issues in the experience
Gives the opportunity to catch any
mistakes before it moves into
development
Information Architecture
50. 50
Design and Copy
1. Designers designed
blindly without context
2. Writers developed copy
without knowing the
environment
OUR PAST PROCESS
51. 51
Design and Copy
1 2
âȘ Designer creates wireframe in
design application from
sketches
âȘ Writer creates content in a
word document
âȘ Writer emails copy doc to the
designer
âȘ Designer copy and pastes
copy into design and updates
design depending on length
âȘ Designer makes a PDF and
emails back to writer
âȘ Writer makes edits
and comments in PDF
doc
âȘ Emails back to design
âȘ Copy and pastes edits
into design
âȘ Creates PDF for final
approvals
PAST DESIGN & COPY PROCESS
52. 52
Design and Copy
1
âȘ Designer creates wireframe in
UXPin with content blocks
âȘ Writer creates content in a
word document
âȘ Writer flows content to UXPin
in the design
âȘ Designer and writer make
updates as needed
collaboratively in UXPin using
team comments
CURRENT DESIGN & COPY PROCESS
53. 53
Created so each designer,
writer, project manager, and
stakeholder understands
how we will work together
Gives a step-by-step
explanation on hand-off and
the approval process
Design and Copy
54. 5454
Design and Copy
Face-to-face presentation
Email PDFâs for multiple stakeholders
Multiple feedback PDFâs
PM consolidates feedback
Writer updates copy, sends to the designer
Designer updates design as well as copy
Re-packages documents and resends
PAST REVIEW & APPROVAL PROCESS
55. 5555
Design and Copy
Face-to-face presentation
âȘ Quick UXPin Comment demo
PM sends UXPin share link to stakeholders
Stakeholders make collaborative comments in UXPin
PM reviews and assigns comments to team members
Each member makes the updates and resolve the comments
Resubmission is sent or represented if design is drastically altered
NEW REVIEW & APPROVAL PROCESS
56. 5656
Design and Copy
Importance of Face-to-face presentations
â Help build rapport
â Discuss design decisions and testing results
â Answer questions
â Educate stakeholders on the review process
REVIEW AND APPROVAL PROCESS
63. 63
Testing
âȘ Saves time on the back
end by testing and
validating any
hypothesis and
assumptions you may
have
âȘ Aside from early
discovery elements,
testing is one of the first
things dropped or
removed from a key
date schedule
64. 64
Steve Krug
âRocket Surgery Made Easyâ
Testing
I will now saw my [lovely]
assistant in half
What a do-it-yourself test looks like
Recruit loosely and grade
on a curve
Who to test with and how to find
them
66. 6666
Testing
Hallway testing
â Project Stakeholders
â Team members
â Random person
Hire an outside company
â They find your exact user
â They perform the testing
â They provide the documentation
and results
RECRUITING USERS
67. 6767
Testing
âȘ Identify what you want to
test
âȘ Write out your tasks
âȘ Test your own tasks
âȘ Selecting demographics
âȘ If your testing client allows
for pre-screening, create
them to best match the
personas you build
âȘ Review the results
âȘ Write a summary
document
BUILDING A TEST
68. 68
âȘ Very important artifact
from testing
âȘ Stakeholders are not always
interested in the whole test,
so you need to break it
down for them
âȘ Briefly explain the tasks and
report the findings
âȘ Include quotes from users
emphasize your points
âȘ Write a long form document
Testing: Summary Doc
70. 7070
The Hand Off
Common term referring to the preparation of final design
and copy files and âhanding offâ to the development team
3 ways this can go down
1. The Perfect Road
âȘ Talking multiple times a day, open to all feedback
2. Horrible Hand off
âȘ Throwing things over the fence with no communication
3. Reality
âȘ Open communication
âȘ You may need to initiate the conversation
71. 71
The Hand Off
1 2 3
DESIGNER
âȘ Redlines + specs
â UXPin Spec Mode
âȘ Design assets
â PSDâs
â Images
COPY
âȘ Final copy doc
âȘ SEO
DEV
âȘ Verify developer
resources
âȘ Verify the correct
communication
channels
72. 7272
UXPIN SPEC MODE
The Hand Off
âȘ Keeps the designers on point
and allows us to double check
our work before sending it off
for development
âȘ Some real opportunity to
improve our communication
with the developers
Try it for free
74. 74
QA and Internal Review
â If a prototype has been created, this
is a great time for comparison and
conversation
User Acceptance Testing
â Identify team roles
âȘ Designer â Layout, Branding
âȘ UX â Experience
âȘ Writers â Content
âȘ PM/AM - Requirements
Launch
Post Launch Analysis
â Quick Fixes
â Validation
â Day 2 updates
Dev Build
75. 7575
Dev Build
POST MORTEM MEETING
1. Full team meets to discuss end to end process
âȘ What worked well, what didnât
2. How did each stage go?
âȘ How can we be more efficient?
3. How was the process?
âȘ What needs to be changed or altered?
77. 7777
What We Have Learned
This current process has evolved twice since the start of 2016
â Jan 2016 â The introduction of UXPin to our flow and process
â July 2016 â Stakeholder approval process
Solicit feedback from business partners and stakeholders
TRY, TRY, TRY, AND THEN TRY AGAIN
78. 7878
What We Have Learned
Assign 1 lead person to be in charge of the
process document
â Too many cooks in the kitchen is a
recipe for failure
Team members can bring topics up to
assign lead
Itâs the owners responsibility to bring up new
concerns and feedback to the whole group
Lead is responsible for communicating the
process to other team members and
business partners
HAVE THE RIGHT PEOPLE INVOLVED
79. 7979
What We Have Learned
âȘ Identify test projects
âȘ Introduce and explain the process to the entire team
âȘ As a team, meet often to discuss how things are going
âȘ Play it out and take notes along the way
â Be flexible even during testing
LIKE ANY PRODUCT, YOU NEED TO TEST
80. 80
TEST PROJECT
Plan Advisor National
Conference
âȘ Project with a short timeline
âȘ All members were informed
about the new process
âȘ I walked the Project
Managers through the
process up front
âȘ During the kick-off, I
introduced the process to the
stakeholders
What We Have Learned
81. 81
PROJECT FIRSTS
âȘ All comments were made
in UXPin
âȘ Writers input all copy in
UXPin themselves and
make all updates
âȘ Post Mortem identified
areas for improvement
â Communication with
each other, including PM
â Creating a process
for iterations
â We introduced an
iteration naming
convention
What We Have Learned
82. 8282
What We Have Learned
Continue to monitor the process
Quarterly check-in with the team
1st
Qtr: Need for more education to business partners
2nd
Qtr: Need a UXPin Process
3rd
Qtr: Need to focus on developing our Agile UX Process
THINGS WILL START TO FORM A HOLDING PATTERN
83. 8383
About UXPin
Collaborative Design Platform
â Wireframe, prototype, user test, & more.
â Get feedback & co-design in real time.
â Import and scale your design system.
â Generate visual specs for developer handoff.