#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

#SupportUX

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

●  UX Designer ●  EPAM Systems ●  Philadelphia, PA

#SupportUX

CTRL+Z A UX Support Group

“Experience is what you get when you didn’t get what you want.” -  Randy Pausch

Survey: A Show of Hands

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Berated by a colleague

The Newsroom, HBO

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Not told what to actually change

Dexter, Showtime

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Personally Attacked

Mad Men, AMC

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Faced with Silence

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Minnesota Nice

Survey: Hands are still up

The Challenge

Case Study

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Empathy is Key

Bruce Almighty

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

We are the worst examples

Battlestar Galactica, SyFy

We cannot offer kudos and praise without also supporting one another through more challenging experiences

How: 3 Methods

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

1. The Critique’s Critique

Agents of Shield, ABC

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Today’s Process ●  Quick emails ●  Skype ●  Slack ●  Basecamp

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

What’s Missing: Empathy ●  Motivations ●  Context ●  Personal Investment ●  Support and Awareness

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Solutions ●  Face to Face follow up (#face2facesales)

●  Require individual interpretations ●  Support your team

The Critique’s Critique

Case Study

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

2. Good Cop Bad Cop

The Lego Movie

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Today’s Process is Good Cop ●  Notes ●  Schedule Management ●  Support Client/Team Needs

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

What’s Missing: Bad Cop

The Lego Movie

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Benefits & Solutions ●  Safety Net / Barrier ●  Mitigate Frustration ●  Fresh Perspective ●  YOU MUST ASK FOR IT!

Good Cop, Bad Cop

Case Study

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

3. The Stakeholder Interview

Daredevil, Netflix

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Today’s Process

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

What’s Missing: People ●  The ‘Why Bother’ ●  Understanding / Care ●  Motivations / Desires

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Solution: Conversations

Stakeholder Interview

Case Study

When? Every. Single. Day.

Time for some improv

Showtime

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Volunteers Assemble! ●  Project Manager ●  Tech Lead ●  Umpire ●  and the front row...

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Set the Stage It’s the end of Sprint 3. The agency of repute and client team have gathered to review progress and to solicit feedback on the latest designs and features. Let’s watch

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Afterwards... After the meeting, the consultants return to their offices to continue work on the project. The following is unscripted. Let’s watch.

Lessons Learned Wrap Up

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Team Support is not Natural

Game of Thrones, HBO

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Support is a Basic Need

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

We are already trained

Ghostbusters

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

So… ●  Nobody is a stranger to experience ●  Debrief sessions – in person ●  Good cop/bad cop – team support ●  Stakeholder Interviews – individual support ●  All at no cost to time, budget or scope!

#supportUX @dafark8 June 2015 GIANT 2015, Charleston SC

Let’s Enable Stronger Teams

Thank you no, seriously. You rock.