This document provides a summary of a presentation on identifying and removing organizational friction through UX design. It discusses observing how users interact with internal systems and processes, synthesizing user tasks and goals to create personas, writing stakeholder stories, planning valued experiences, prototyping design ideas and testing them. The overarching messages are to have empathy for all users, as everyone experiences pain and wants to go home, and that iterating design through observation, synthesis and testing is key to removing organizational friction.

1. Hello.
I’m Charlie Trotter,
Sr. UX Designer
at .
@chaztoo

2. Who are you?

3. The UX of
Your Day Job
How to Identify and Remove Organizational Friction

4. The systems we work on
vs.
The systems we work in

5. But first… two stories.

6. Troubled Tickets

7. Gorillas in the Midst

8. What can we do?

10. 1. The Org Chart
2. An Internal Process

11. Absolutely. No. Villains.

12. 1. Everyone is in pain.
2. Everyone is freaked out.
3. Everyone wants to go home
and kiss the people they love.

13. Observe your users and the systems

14. Keep going to work.

15. Org Chart Job Descriptions

16. WITH
PEOPLE

17. “… ask the other person what they do, and right after they tell you,
say: ‘Wow. That sounds hard.’”
– PAUL FORD

18. Synthesize user tasks and goals

19. Things to Include
1. Don’t use actual names (it’s weird)
2. Observed behaviors
3. Responsibilities
4. Motivations
5. Goals
Personas

20. Write Stakeholder Stories

22. As a
I want to
so I can

23. As an Executive
I want to see what my
team is working on
so I can provide a
report back to upper
management.

24. As a Product Owner
I want to deliver new
and creative ideas
so I can make an impression
on the company with my
leadership.

25. As a Developer
I want to understand all
the requirements up front
so I can plan my work and
maximize my time.

26. Plan the experience users will value

27. Original

28. Original Your Findings

29. Original Your Findings Your Solutions

30. Prototype design ideas

31. UX design challenge objectives
1. Create a variety of challenges
2. Develop a protocol for anyone
else in the company to use.

32. UX design challenges

34. Validate ideas through testing

35. DESIGNER
FEEDBACK
• Tasks complex enough
to be challenging
• Time limit at sweet spot

36. FACILITATOR
FEEDBACK
• More detail on how to
ask the questions
• Requested a scorecard

37. Repeat steps as necessary

38. 1. Everyone is in pain.
2. Everyone is freaked out.
3. Everyone wants to go home
and kiss the people they love.

39. Empathy is for users,

40. Empathy is for users,
and everyone is a user.

41. Thank you.
Questions?
@chaztoo
Let’s be friends!