Fiz Yazdi & Jesmond Allen talk presented at UX Scotland and UX Cambridge 2016. We talk about our experience setting up our own UX team at cxpartners, and about working with clients including Nationwide Building Society and Bristol City Council to help them grow their own UX teams.

1. Are you ready…
… to manage UX?
Jesmond Allen & Fiz Yazdi

2. Capability and capacity
to manage user
experience

3. Yay!
UX is having its day

4. “Good user experience is
clearly good for business.
Studies show that
companies that invest in UX
see a lower cost of
customer acquisition, lower
support costs, increased
customer retention and
increased market share…
Forbes.com
UX is Good for Business, Nov 2015

5. Image: Hermann Kaser https://flic.kr/p/87iZa6
Strategy
Cost
Knowledge & IP
Brand

6. “The digital
estate is the
brand offering
Matt Hall
Nationwide Building
Society

8. “
Image: https://upload.wikimedia.org/wikipedia/commons/a/a8/
Leonard_Nimoy_William_Shatner_Star_Trek_1968.JPG
It’s life Jim,
but not as we
know it
Star Trekkin’
The Firm

9. “We need
partners to
work with us,
not for us
Tracy Dodds
Head of Digital Services
Bristol City Council

10. Fiz Jesmond

11. Practitioner to
coach
Image: http://digitalcollections.nypl.org/items/
510d47da-9911-a3d9-e040-e00a18064a99

12. http://v2.centralstory.com/about/squiggle/

13. https://upload.wikimedia.org/wikipedia/commons/f/f4/The_Scream.jpg

14. Case studies
Astronaut Sunita Williams

18. Read more:
www.cxpartners.co.uk/our-work/nationwide/

21. “I don’t expect
service managers to
become UXers, but I
do need them to
focus on user needs
Tracey Dodds
Bristol City Council

23. Read more:
www.cxpartners.co.uk/our-work/bcc/

24. Image: Florian Richter https://flic.kr/p/c4QJzC
We need new tools
& skills

25. Image: extremetech.com Astronaut Sunita Williams
1. Form and advocate strategy
2. Build & nurture teams
3. Design tools & processes
4. Describe and embed culture

26. 1Form and advocate
UX strategy
Image: https://www.flickr.com/photos/upnorthmemories/2228550404

27. What do we mean
by strategy?
Image: Travis Thompson https://www.flickr.com/photos/aka_butters/13302595434

28. “Good design strategies
are informed by the
needs of people and are
communicated through
compelling stories of
what and how to
achieve a better future.
Adaptive Path

29. “The people who
have been most
helpful to us have
not been the best
UXers, but the best
communicators
Matt Jukes,
Office for National Statistics

30. Do your
homework…
Image: Russell Lee https://commons.wikimedia.org/wiki/
File:Louis_Sergent,_16,_who_is_in_his_first_year_at_high_school,_does_his_homework._Both_he_and_his_father_are_determined..._-_NARA_-
_541288.jpg

31. Talk to senior stakeholders
Image: Alexander Mokletsov https://commons.wikimedia.org/wiki/File
%3ARIAN_archive_708339_Soviet_Women's_Committee_plenary_meeting.jpg

32. Image: "Rhinoceros" by Albrecht Dürer,1515
Develop a
thick skin

33. 2Build & nurture
teams

34. Image: https://www.flickr.com/photos/
96136597@N05/8879421732/sizes/o/

36. http://www.meldstudios.com.au/
2016/08/09/how-our-skills-matrix-supports-
candid-conversations-with-staff/

37. Even better if…
How am I…?
Thank you!

38. Situational leadership
(Hersey, Blanchard)
8-step change model
(John Kotter)
The change curve
(Kublar-Ross)
Objectives and key
results (OKRs)

39. “It’s the individuals
you help that makes
it rewarding. You’re
helping people build
their careers.
Neil Schwarz
Senior Consultant, cxpartners

40. 3Co-design tools &
processes
Image: Florian Richter https://flic.kr/p/c4QJzC

41. Collaboration is vital

42. Choose your tools
Image: Florian Richter https://flic.kr/p/c4QJzC

43. Put techniques &
frameworks in place
Image: http://digitalcollections.nypl.org/items/510d47dc-39c3-a3d9-e040-e00a18064a99

44. Processes

47. Design principles

48. ux.jisc.ac.uk
Modular design
systems

49. How-to guides

50. 4Describe & embed
culture

51. Clan
Value cohesion, participation,
communication, a personal
place, like a family, mentoring,
nurturing, tight social networks
Hierarchy
Favours structure & control, co-
ordination & efficiency, stability
is importnat, smooth processes
Market
Results-orientated, getting the
job done, values competition &
achievement
Adhocracy
Dynamic, entrepreneurial;
people take risks; values
innovation, adaptability, growth,
cuttings-edge services or
products growth
Flexibility
Control
ExternalInternal
Competing
Values
Framework
(Quinn)

52. Rituals
Environment
Communication
Structures

53. “Cultures that ship
great experiences are:
adaptive, accepting of
(reasonable) risk &
failure, committed to
quality, willing to
prioritise, other
focused
Kim Goodwin

54. Image: eltpics https://flic.kr/p/nk6dzM
“It’s ok, but they don’t
have nice biscuits
Consultant, cxpartners

55. Be mindful of
your culture
https://gds.blog.gov.uk/
2016/05/25/its-ok-to-say-
whats-ok/

57. Better promise,
more value
Image: Stuart Tayler and live|work

58. You’re ready to…
Strategy
Team building
Culture
Tools
… manage UX

59. Fiz Yazdi
Director of Experience Design
cxpartners
@uxfiz
Jesmond Allen
Independent UX Consultant
@jesmond