How to Identify and Increase your “Experience Quotient”
Even in enterprises with mature design practices, true design execution requires UX leaders to speak and understand the language of business—finance and strategy—and to communicate the impact that superior experiences have on overall business strategy.
This talk will demonstrate how models and concepts used by leading management consulting firms help enterprises develop successful design-driven strategies that increase customer value and adoption.
Scaling the Human Center
How do you keep human needs balanced with those of a business, especially when the business is the largest power and gas company in the country? Gretchen Anderson is the Head of Design at PG&E, and she talks about how she’s scaling what she’s learned across an enterprise-level organization.
Spatial Collapse: Designing for Emergent Culture
The COVID-19 pandemic spaces has led to a spatial collapse. It may feel like all is lost, but Tricia argues that if we look back to previous moments in history of spatial collapses, we learn that they always produce new ways of thinking that would’ve never been possible before. In each moment, entirely new culture is created. New systems, economies, and tools are born out of the disruption caused by spatial collapse. Pain and creativity are well known bedfellows. Tricia argues that if we want to design services, products, and policies that truly respond to people’s needs, we need to learn how to identify emergent culture. We need to learn how to not rely on outdated data sets. We need to abandon business as usual to thrive in this rapid time of change.
Driving Digital Transformation at Scale: A Chat with GE’s David Cronin
How does an enterprise based on physical products become a software-based company? Lou talks with the VP of UX at GE Digital David Cronin to discuss how GE is transforming into a software-based business. David talks with Lou about how to bring together different operational teams with designers, and how designers can help facilitate the discussion between departments.
Theme 1: Red Tape and Brick-and-Mortar: Transforming Century-Old Industries
What is it like to lead change in a century-old company, where the hierarchies are deep, UX is twice removed from the main business, and red tape is a norm? What is it like to push for design transformation at the scale of a nation?
Theme 1 brings five stories of successful UX Leadership in three industries that are a tough nut to crack: manufacturing, transportation, and government. From Canadian National Rail to Australian Post, from Ford to Department of Defense and Medicare services – these case studies will teach you how to engage and influence the toughest stakeholders.
How to Drive a Design Project When you Don’t Have a Design Team
In enterprise organizations, product development work, and therefore, design work, typically happens within a specific business unit or organization. Dedicated and embedded squads means there is a close and tight feedback loop between team members.
But what happens when your company kicks off an initiative that spans across business units? How do you resource and run a design project with no dedicated designers? This case study will cover how we set out a vision, structured communications, built up an ad-hoc design team, shipped our first cross-organization product and all the lessons we learned along the way.
Co-Creating Operating Models for Design Teams with Daniel Orbach
The best operating models for design orgs are mission-driven, evolving, and team-developed. Those criteria might seem daunting, but Daniel Orbach, Lou’s guest and a speaker at the DesignOps Summit (taking place virtually September 23-25), explains how he facilitates a dynamic culture of co-creating with his team at JP Morgan Chase. Daniel outlines his framework, one where the whole team is involved. It’s a dynamic, fluid process that builds teamwork, creates buy-in, and establishes a framework of periodic review, which encourages continual evolution.
Lou and Daniel discuss the impact of rituals and mission statements on both teams and individuals. They also explore the impact of a team’s operating models on the broader organization and how interactions with various teams can foster shared understanding within the broader context of the organization.
What You’ll Learn from this Episode:
- How mission statements can inspire and drive operating models
- The power of organic rituals and the unusual, unifying ritual of Daniel’s team at JP Morgan Chase
- How cross-pollinating between teams can create a shared vocabulary and increase understanding
Quick Reference Guide:
2:36 – Introduction of Daniel
3:14 – Co-creating operating models with a team
4:33 – On mission and operating models
7:19 – Quarterly impact retrospectives
9:16 – Rituals and mission
12:55 – Co-creating operating models
15:34 – Why you need the Rosenverse
18:39 – Operating models’ effects on broader organizations
21:00 – Shared vocabulary
23:07 – Cross-pollinating in organizations to facilitate shared understanding
25:05 – Operating models and the individual
28:09 – Daniel’s gift for the audience
The Roots of Inclusion with Victor Udoewa
We hear a lot about diversity, equity, and inclusion, but you probably haven’t heard it like this. Nigerian-born Victor Udoewa, service design lead at the Centers for Disease Control’s Office of Public Health Data, Surveillance, and Technology, brings a beautiful perspective that challenges current research methodologies.
Victor introduces the notion of the pluriverse, emphasizing that people inhabit different worlds with unique ways of being and knowing. He draws attention to the diverse perspectives that shape people’s beliefs and understanding, emphasizing the importance of acknowledging and bridging these gaps.
He also uses a tree as a metaphor, in which the roots are ways of being, the trunk ways of knowing, and the branches and leaves are methodologies and methods. The metaphor suggests that inclusive research should not just focus on the green parts of the tree but what’s underneath the surface, getting to the very roots of being.
Recognizing the limitations of mainstream research toolkits and critiquing methodologies grounded in Western ways of being, Victor proposes that truly inclusive research goes far beyond having diverse teams study diverse audiences.
This episode is just a taste of Victor’s talk at the upcoming in-person Advancing Research Conference, “Beyond Methods and Diversity: The Roots of Inclusion.”
What You’ll Learn from this Episode:
– The Pluriverse Concept: The idea that the world comprises multiple realities, ways of being, and existences
– Standpoint Theory: The idea that individuals at the bottom of a social hierarchy possess a knowledge that is inaccessible to those at higher levels
– Victor’s Tree Metaphor: Roots symbolize ways of being, the trunk represents ways of knowing, and branches and leaves denote methodologies and methods
– Radical Participatory Research: Allowing research to emerge organically from the ways of being of the community involved
Quick Reference Guide:
[00:10] Meet Victor Udoewa
[02:16] About Victor’s talk at Advancing Research
[04:26] The pluriverse and asymmetry of knowledge
[11:20] Social hierarchy, ways of being, and methodology
[12:52] The tree metaphor – getting to the roots
[22:20] Research starting with a way of being
[26:47] Cultural individualism on research
[33:02] Victor’s gift for listeners
Kendra Shimmell and Lou Rosenfeld discuss the opportunities for designing well-crafted Enterprise UX
What does quality and craft look like in the Enterprise UX world? Kendra and Lou take on the unique challenges of designing software to meet the needs of a constantly changing world.
Craft Amid Complexity is a key theme at the upcoming Enterprise UX 2015 conference, where Kendra will deep dive into the topic along with fellow experts David Cronin, Uday Gajendar and Peter Morville.
Sparking a Service Excellence Mindset at a Government Agency
Building a service-oriented culture is hard in any organisation. It is especially challenging for a government agency tasked with the regulation, health and safety of the labour force in the country. Yet, the Ministry of Manpower in Singapore succeeded in becoming one of the leaders and champions of service excellence. How did they do it? Their story is pieced together in this behind the scenes look at the design of their award-winning website.
