UXelent Workshop: Move Your UX Capability To The Next Level​

1. Your Hosts
ROBB OLSEN HEATHER WRIGHT KARLSON LAURIE LUCCHINA RICHARD POPPER

2. Move Your UX Capability To The Next Level
UXelent | Workshop

3. Most organizations have what they
need to do great UX work, but
resources are often dispersed in silos
that obstruct the process
UXelent.com

4. We are here to help.
UXelent.com
We work to make the world of physical
products better for those who use
them and better for those who produce them

5. We believe every product has a chance to
be better and work with like-minded
companies to take product experiences to
the next level
Your product will be better.
UXelent.com

6. UXelent.com
Innovation with UX
Ways to take UX Innovation to the next level.
Robb Olsen
robb@uxelent.com

7. UXelent.com
Scope Expand Research to
the Whole Journey
Innovation with UX

8. Copyright 2020 TransOrbital Dynamics, Robb Olsen, Author
UXelent.com
How
Empathize
Define
Hypothesize
Prototype
Learn
Tasks
Experiences
Outcomes
Aspirations
Tensions
Solutions
Experiences
Business Model
Enabling
Science
Express
Hypotheses
In Minimum
Viable
Test
Hypotheses
Repeat Fast
Proto-cycles!
Learn Fast with
Lean Design Thinking™

9. UXelent.com
Humans
Individually &
In Groups
Value
Creation &
Delivery
Science &
Technology
X= Business Model
Product
Brand
Experience
Device
Package
Service
Community
Education
We can improve livesand
create value V by doing new
thing X for human group Y
using enabling technology Z
Hypothesize
Solutions
Experiences
Business Model
Enabling
Science
What Set Your Target Clearly with
an Alpha Innovation Hypothesis™

10. Copyright 2020 TransOrbital Dynamics, Robb Olsen, Author
UXelent.com
When Guide Innovation Effectively with
Behavioral Science for Innovation
Guiding Innovation Behaviorally:
• Stimulus/responsemeasures of tension
resolution and aspiration delivery guide
innovation work,
• with frequent checks on choice vs. current
solutions. Pivot when needed to be chosen
over existing offerings.
Winning Choice:
• You are ready to pitch stakeholders and
advance to market when
• people consistently choose you over
existing solutions,
• at a cost that is acceptable,
• with clear paths to profit and scale (or
your innovation otherwise meets adoption
goals, e.g., for Government or NGO).

11. UXelent.com
Application Across all types of innovation:
Incremental, Transformative, Disruptive
https://www.linkedin.com/posts/robbolsen_innovation-incremental-transformative-activity-6677998684535328768-wWn0
Incremental/Optimization Transformative Disruptive

12. Experience
Design &
Innovation
Positive
Purpose
Innovation
Strategy
Organization
Designfor
Innovation
Tension&
Aspiration
Discovery
Alpha
Innovation
Hypotheses™
Lean Design
Thinking™ Behavioral
Science for
Innovation
Brand
Experience
Innovation
Business
Model
Innovation
Paths to
Market
Paths to
Adoption&
Scale
Copyright 2020, Robb Olsen
InnovationArc™
A Contemporary InnovationParadigm for any type or size Organization

13. UXelent.com
Q&A Your Turn!

14. UXelent.com
Collaboration with UX
Ways to take Collaboration with UX to the next level.
Laurie Lucchina
laurie@uxelent.com

15. UXelent.com
Create UX Awareness
Consult UX research experts
Introduce UX research into
current Sensory research
structure
Educate Leadership,
Sensory, Marketing, Design,
Engineering, Product teams
Identify and collaborate
with UX champions
Provide resources
Collaboration with UX

16. UXelent.com
Create UX Awareness: Provide Resources
Courses, Trainings, Newsletters, Meetings
Collaboration with UX

17. UXelent.com
Start
small: Select
one project with
sensory as
prominent
component of
UX
Modify sensory
study designto
include
UX Features
Simplicity
Intuitiveness
Usability
Functionality
Ergonomics
Task Completion
Rate
Brand Attitude
Emotion
Test early and
often;iterative;
small n
Include
prototypes,
competitor
products
Pilot test with
staff
Agile/Lean
Organizations:
Include UX tests
in JIRA stories
or Kanban Board
for
ongoing projects
Communicate
visualizeddata,
videos, and
relevance
to stakeholders
in regular
meetings
Goal: UX is
implicit in
researchstrategy
Introduce Organization to UX Research
Collaboration with UX

18. UXelent.com
Communicate UX Progress with Metrics
Developand study metrics
and analytics through
product lifecycle​
Survey current and prospective users,
monitorFAQs, consumer comments,
user forums, social media accounts
Track development,optimization
Benchmark competition
Apply KPI to demonstrate progress
and beneficialeffects on ROI
Understand existing problems,
identify new issues​
Discover trends and anomalies,and
to gauge progress​
Monitor and analyze
incoming data for patterns
and trends
Designand implementa
Key Performance Indicator
(KPI) for UX
Collaboration with UX

19. UXelent.com
SystemUsabilityScale (SUS)
Global view of usability
Net PromoterScore (NPS)
Percentageof customersrating the
likelihood to recommend
UXC Scorecard*
Comprehensive UX index
• Design & Content
• Usability
• Emotion
• Brand
Communicate UX Progress with Metrics: Examples
Design and implement a Key Performance Indicator (KPI) for UX specific to the organization​
*See Bill and Heather
Collaboration with UX

20. Set Expectations for UX Resources
UXelent.com
*Even if incremental funding required, UX research increases productvaluemorethan costof research
Collaboration with UX
Refrain from
incremental
funding request
initially
extend existing
sensory study
Request
additional funding*
for physical
prototype builds
Request additional
time if need physical
prototype builds
Ensure sufficient
timing to
meet engineering
specs
Consistently
communicate
schedule to full
team

21. UXelent.com
What do you need to
know to take the next
step?
Q&A Your Turn!

22. UXelent.com
Training with UX
Ways to take Training with UX to the next level.
Heather Wright Karlson
heather@uxelent.com

23. Needs Analysis
G A T H E R D A TA A B O U T Y O U R O R G A N I Z A T I O N
• Gauge expertise and interest in UX
• Find out who is novice, immediate, expert and
leverage the expertise
• Identify UX advocates and supporters including
influencers and executives
• Generate ideas on action items that will interest
your advocates and supporters
UXelent.com
Increasing UX Maturity
Training with UX

24. Needs Analysis
G A T H E R D A T A A B O U T Y O U R O R G A N I Z A T I O N
UXelent.com
Increasing UX Maturity
Training with UX
Lunch & Learn
O R G A N I Z E I N F O R M A L WAY S T O G A T H E R D A TA
• Informally find opportunities to ask
others what they think about a research
idea​
• Bounce ideas around​
• Gather information about obstacles or
support from other groups like engineering
or R&D​

25. Needs Analysis
G A T H E R D A T A A B O U T Y O U R O R G A N I Z A T I O N
UXelent.com
Increasing UX Maturity
Training with UX
Lunch & Learn
O R G A N I Z E I N F O R M A L W A Y S T O G A T H E R D A T A
• Identify a bite size chunk of information
to learn at a time
• Identify and revisit your goals early and
often
• Avoid kitchen sink studies and
attempting to learn too much at one
time
• Make a plan for a week, a month, 6
months and revisit the plan as you go
Be Goal Driven
M A P O U T S H O R T T E R M A N D L O N G T E R M

26. Needs Analysis
G A T H E R D A T A A B O U T Y O U R O R G A N I Z A T I O N
UXelent.com
Increasing UX Maturity
Training with UX
Lunch & Learn
O R G A N I Z E I N F O R M A L W A Y S T O G A T H E R D A T A
Be Goal Driven
M A P O U T S H O R T T E R M A N D L O N G T E R M
Experiment
B E F L E X I B L E A N D A D J U S T
• Adjust and flex based on what you learn
• Don't assume you know the answer or that
something cannot be improved upon
• Be patient
• Don't be afraid to try something
• Keep the user's goals in mind
• Be Curious

27. Needs Analysis
G A T H E R D A T A A B O U T Y O U R O R G A N I Z A T I O N
UXelent.com
Increasing UX Maturity
Training with UX
Lunch & Learn
O R G A N I Z E I N F O R M A L W A Y S T O G A T H E R D A T A
Be Goal Driven
M A P O U T S H O R T T E R M A N D L O N G T E R M
Experiment
B E F L E X I B L E A N D A D J U S T
Know your Users
• Find out about your users goals, pain
points, past experience, highlights,
questions, work-arounds, context of
use
• Question what is assumed about the
user – don't depend on marketing
information
• Be a careful observer of users
• See what users do- don't depend on
what they say
Y O U A R E N O T T H E U S E R

28. Needs Analysis
G A T H E R D A T A A B O U T Y O U R O R G A N I Z A T I O N
UXelent.com
Increasing UX Maturity
Training with UX
Lunch & Learn
O R G A N I Z E I N F O R M A L W A Y S T O G A T H E R D A T A
Be Goal Driven
M A P O U T S H O R T T E R M A N D L O N G T E R M
Experiment
B E F L E X I B L E A N D A D J U S T
Know your Users
Y O U A R E N O T T H E U S E R
B E I N C L U S I V E
Show your Process
• Use videos or clips that show
users interacting with a product to
raise interest. Let users shine light
on trouble spots and do the talking for
you​
• Leverage user data for more research
to facilitate improvements​
• Organize a site visit or a virtual tour of
your research set up. Invite others
across departments to a pilot test​

29. Needs Analysis
G A T H E R D A T A A B O U T Y O U R O R G A N I Z A T I O N
UXelent.com
Increasing UX Maturity
Lunch & Learn
O R G A N I Z E I N F O R M A L W A Y S T O G A T H E R D A T A
Be Goal Driven
M A P O U T S H O R T T E R M A N D L O N G T E R M
Experiment
B E F L E X I B L E A N D A D J U S T
Know your Users
Y O U A R E N O T T H E U S E R
B E I N C L U S I V E
Show your Process
R A I S E I N T E R E S T B Y S H A R I N G D A TA
Share what you Learn
• When you share findings tailor your
delivery to your audience​
• Share preliminary data to
get interest
• Send out high
level reporting for everyone. Zoom
out for executives and include more
detail for engineering and R&D
folks to dig in.​

30. Needs Analysis
G A T H E R D A T A A B O U T Y O U R O R G A N I Z A T I O N
UXelent.com
Increasing UX Maturity
Lunch & Learn
O R G A N I Z E I N F O R M A L W A Y S T O G A T H E R D A T A
Be Goal Driven
M A P O U T S H O R T T E R M A N D L O N G T E R M
Experiment
B E F L E X I B L E A N D A D J U S T
Know your Users
Y O U A R E N O T T H E U S E R
B E I N C L U S I V E
Show your Process
R A I S E I N T E R E S T B Y S H A R I N G D A T A
Share what you Learn

31. UXelent.com
What do you need to
know to take the next
step?
Q&A Your Turn!

32. UX Research
Kickstart
Research Question
Define your Research Question. Stay focused
on the research objectives.
Start Small
It’s okay to start small. By adding a few UX
variables to your existing sensory research
design, you have begun. Test UX features such
as Simplicity, Intuitiveness, Usability,
Functionality, Ergonomics, Task completion rate,
Brand attitude, and Emotion.
Add UX to Timeline
Add UX to your project timeline as early as possible
for maximum impact - before specs are finalized.
Create UX Awareness
Request feedback on a
UX feature, hold a raffle, share out results. Create
an opportunity for UX appreciation - present
a few findings, create videos and share them in a
company meeting.
Know your Organization
Gather data about your organization. Conduct a
needs analysis to determine the current UX
knowledge level and interest in adopting UX.
Leverage those data.
Partner
Seek guidance from researchers with experience
in UX about the approach and methods and
demonstrating ROI.
Be UXelent!
Define Metrics & Analytics
Decide methods of data collection and presentation,
metrics, and analytics.
Design and implement a Key Performance Indicator (KPI)
specific to organization. Use the KPI to demonstrate
research progress and beneficial effects on the ROI.
Know Your User
The user is typically not the Scientist or Engineer
developing the product; or the CEO
© UXelent 2020, UXelent.com

33. If you have other questions, please visit us at UXelent.com
Thank you. Be UXelent!