Professional Documents
Culture Documents
Index
0. Introduction
1. Building the Foundation for Collaborative UX Design
Welcome everyone to the design process
Build Empathy, Not Ego
Master The Art of Critique
Foster Collaboration Through Design Thinking
Takeaway
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Introduction
A quick note from the authors
Introduction
Jerry Cao
co-written by Kamil Zieba, Krzystof Stryjewski, and Matt Ellis
This book is obviously written linearly, but feel free to apply the
processes in whatever order makes the most sense. In some cases,
youll likely apply them multiple times for example, collaborating
on user research before a project kickoff, and periodically as you
iterate the product design.
To get started, lets discuss a few tips for building a more collaborative culture in large organizations. In this chapter well discuss
the importance of inclusion, how to keep the designer ego in check,
how to give and receive feedback, and how collaboration nourishes
design thinking.
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Source: Bored Room. Brett Jordan via Compfight. Creative Commons 2.0.
While anyone may contribute or make a suggestion, the product design lead must have the final say. Committees do not equal design
collaboration. Committees give everyone equal status and responsibility, which destroys accountability. Collaboration as we see it
has a centralized leader. We encourage giving everyone a voice,
but not bending to everyones will.
With this in mind, why not include everyone? Why not give everyone the chance to speak up and share their thoughts, as long as clear
expectations are set? If someone has a bad idea, listen respectfully,
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then clearly defend your standpoint with reason and logic. Maybe
at the next meeting theyll have the best idea anyones heard yet.
Regarding our all inclusive meetings, we have a couple ground
rules:
Dont take hostages No one is required to participate, we simply give them the chance to if theyd like. The more you convince
people their opinion is valued, they less they feel like a hostage
to the process. Youll likely hear their opinion at some point, so
its better to get surprises up-front rather than three iterations
deep in prototyping.
Dont leave anyone behind When we say include everyone, we
mean everyone. It doesnt matter how insignificant their role or
how new they are, the best ideas can come from the unlikeliest
of places. And remember, theres no risk, so why not increase
your chances of getting a good idea by increasing brainpower?
For example, at UXPin, we involve everyone in the company in new
feature kickoffs.
Once a quarter, we conduct a two-hour company-wide strategy
meeting in which employees all of them are invited to discuss
product design ideas. The sketches and tasks are recorded in Asana
and visited weekly by our entire product design team to prioritize
the best ideas (as well as add new ones of their own). Everyone
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knows, however, that while they are a contributor, they are not
always the decisionmaker.
Sometimes its best to hear opinions from those who arent as familiar with the process.
Fresh eyes might have a specialized or new insight that experienced
minds might overlook. Developers can add a whole new level to cognitive walkthroughs, but only if theyre invited. If youre conducting
a benchmark study, why not have testers and visual designers do it
together? And during paper prototyping sessions, invite marketers
so that everyone can understand the design from the perspective
of market viability.
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All-inclusive collaboration is by no means just our idea. Companies older and bigger than ours have been doing it since before we
started.
One of the most famous is Vice, who discussed their process in a
post for Fast Co. Creates blog. Every week Vice holds a production
meeting in which the members of the companys different channels
music, food, etc. get together to discuss ways to work together.
Whether at this weekly meetings or casually in the office hallways,
employees are allowed time for projects that interest them, even if
thats not what they were hired to do.
For a company valued at $2.5 billion (2014), this cant be a practice
thats all that bad.
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Thats not to say dont be passionate about your work. By all means,
expend as much creative energy as you can in making the best
product possible and defending the right decisions.
Ego and passion are not the same. Remove any cockiness from your creativity.
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Photo Credit: Building an open source business. OpenSource.com. Creative Commons 2.0.
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Great designers understand the best idea doesnt matter. The right idea matters.
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Business goals determine the destination. User requirements steers the ship.
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Photo Credit: Sketchy Empathy Map Template. Zak Greant. Creative Commons 2.0.
Treat empathy like a skill, then practice and develop it. The more
empathetic you are, the better of a UX designer you will be.
To learn more about immersive empathetic design, check out this
great piece on Smashing Magazine in which designer Pete Smart
tried to solve 50 design problems in 50 days.
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Photo credit: Have an opinion. Elaborate. See-ming Lee. Creative Commons 2.0.
We all know that what people say and what they actually mean can
be completely different. More difficult, perhaps, is then translating
that feedback into something that makes sense on screen. So how
can you better decode the subjectivity?
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Once you present the design, make sure the first question you
ask isnt too open-ended. For example, when we tag people in
our design comments in UXPin, we avoid questions like What do
you think? Those questions open you up to all sorts of dreaded
responses like I dont like it, or perhaps worse: deceptive acceptances like Sure, looks ok.
For the most productive negotiation, explain the context of the
design, then ask questions that focus on the objective, for example, Do you feel the vibrant use of color is engaging for our
older audience?
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3. Respect Facts
Opinions can be argued and disputed all night, but facts cannot. Whenever possible, refer back to facts, whether usability
research, user data, or design principles. As weve previously
established, never forget that design is much more than art.
The line between art and science is easily blurred since design
requires creativity and interpretation.
To help non-designers understand the validity of your arguments,
try to explain the science behind the design. For example, as we
described in Web UI Design for the Human Eye, Gestalt principles
provide well-documented arguments on how people naturally
interpret design patterns.
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Takeaway
Especially for large companies, collaboration can be an advantage
over your competition but only if its used properly. Well spare
you the sappy quotes about teamwork and get right to the heart
of the matter: collaboration is good for business. A team working
together accomplishes more than a team following one persons
orders.
That is the very purpose of design collaboration: its not about manpower, its about the diversity of strengths and ideas.
Collaborating on
Product Design Planning
Advice for Collaboration Before Kicking Off Your Design
The waterfall model of design may have worked during the birth of
the digital era, but our industry has certainly outgrown the linear
product development process.
Today, more and more companies are abandoning the obsolete waterfall model in favor of Lean and Agile UX methodologies. These
more modern approaches value and incorporate collaboration: the
first time the developer sets eyes on the project shouldnt be when
they begin coding; the copywriter shouldnt add text only after the
layout design is finalized, etc.
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Source: Expert Interview Ruth Benny. Nicholas Wang. Creative Commons 2.0.
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Now that weve examined how you can take advantage of user
environments for collaborative research, lets examine how you
can involve the rest of your team.
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Considering that interviews made up most of our customer development process, we had to ask the right questions. We sat down
with the marketing and development leads, then spent almost an
entire day discussing knowledge gaps. When the first session was
finished, the design team reconvened to draft a list of roughly 20
questions. Once the list was done, we spent another 2-3 hours
with everyone polishing the questions before we were ready.
During the interviews, we always brought along at least one marketer or developer. We also brought existing sketches and doc-
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every member of your team, but you can include all the department
heads, plus a few lower-level extras who need a lot of answers.
Its not as important that everyone is present at the meeting, so
much as everyone is represented. As with user interviews, hold an
internal meeting beforehand and ask your team what theyd like to
know from the stakeholders. Gather questions, concerns, and ideas
from all the team members, and relay the most useful ones during
the meeting. This is the best way to ensure nothing slips through
the cracks.
As far as how to conduct the meeting, remember that, just like user
interviews, it needs to feel like a conversation not an interrogation.
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possible so you and your team can be on the look out and prevent them from derailing the entire project. If theyre apprehensive about answering (for obvious reasons), assure them that the
conversation is off the record. That security will yield honest answers, and youll at least be aware of the threats even if you cant
disclose the source. Obviously, youll need to alter your strategy to
the type of stakeholder. In her book Designing for the Digital Age,
Kim Goodwin outlines the different types of stakeholders and how
to approach them. The below guidelines are tremendously helpful
for each department:
Marketing Stakeholder
Engineering Stakeholder
Sales Stakeholder
Executives and SMEs
Goodwin compiles all the need-to-know information in this quick-reference checklist be sure to look it over before your next stakeholder meeting.
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curious problem. While they used data to fix a critical design error,
their collaborative approach certainly applies to the pre-kickoff phase.
Monitoring the customer service feed (research data in itself), the
support team noticed an increase in users accidentally paying when
they wanted to charge. They immediately notified the product team,
who then collaborated with the data team to interpret the metrics.
By diving into business analytics in Looker, the teams pinpointed
the start of the trouble to a recent interface update. Within a month,
the product team released a revamped interface (v. 6.2), and the
data team then confirmed that error reports sharply declined.
The moral of the story is that, by treating data as a collaborative tool
rather than an elixir, product teams can iterate more quickly and
more accurately regardless of whether theyre planning features
or fixing them.
Like Venmo demonstrated, share the results with the entire team.
Dont keep the insights to yourself. Everyone on the team benefits
from the fruits of your research, whether you think its in their
department or not.
Here at UXPin, whenever were doing our quarterly collaborative
planning sessions, were preparing data (raw and interpreted
decks) to help the whole team understand the full context of new
feature ideas. Thats an essential step in the design process. The team
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Takeaway
Collaboration begins well before the design process.
Incorporating teamwork right from the start will build team unity
throughout the entire process and youll be glad its there when
you come to the trouble points along the process. Get your teams
input before user interviews, and stakeholder meetings, and share
your findings with everyone what the data is analyzed. Involving
everyone in a prioritization activity like creating affinity diagrams
also gives everyone a voice for better informed products.
Kickoff meetings set the precedent for the entire project. Kickoffs
arent just about generating ideas theyre also about setting expectations and minimizing surprises later on.
But without the right collaboration, time fillers for people to feel
like everything is safe. Aside from introducing new people to one
another, this is where you determine how you and your teammates
will interact throughout the project, and they provide the opportunity to size up each others strengths and weaknesses.
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In this piece, we discuss the details of what makes a successful kickoff meeting. Well explain the philosophy behind them, explain how
to conduct helpful design studios to get your creative juices flowing,
and discuss kickoff activities and templates to get you started.
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Because its important to keep the documentation and design together, we actually provide free templates (like business canvases)
in UXPin for quick access.
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While these are the essential members, we advise that you invite
as many relevant people as possible. This means copywriters and
even marketing operations, not just the higher-ups. Remember that
you always want to address concerns as early as possible, and you
never know who might uncover the fatal flaw.
From our time working at larger companies before UXPin, we recommend doing the kickoff in person. Its easier to pick up on body
language, and visual communication is much easier. But thats not
always an option, so if you must kick off the project remotely, you
may need to make some allowances.
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Design Studios
Like we discussed before, the real magic of kickoff meetings lies in
the collaborative design activities. Once youve finished discussing
the details, you can dive into the design studio.
The design studio is a workshop in which team members generate
as many ideas as possible through sketching. The goal is to channel
and drum up everyones latent creativity, while at the same time
bringing the team closer together.
The activity itself also provides additional benefits of strengthening
the bonds through mutual complimenting and criticism. It helps
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Source: A List Apart big meeting, 30 January 2015. Jeffrey Zeldman. Creative Commons.
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The perfect meeting involves a good mix of divergent and convergent thinking, as both as necessary. But thats not always how it
works out.
One of the greatest threats to kickoff meeting discussion is confirmation bias. Because solutions are not easy to come by, group
mentality leads people to latch on the first reasonable solution they
develop. In discussing this singular solution more and more, their
attachment to it grows and they become less likely to either address
its flaws or invent an even better solution. The balance is thrown
off in favor of convergent thinking too early, and often the best
possible choices remain forever undeveloped.
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But design studios counter this confirmation bias by propelling divergent thinking. Everyone is tasked with coming up with ideas in
a way that ensures no one idea is chosen prematurely. Due to the
nature of group mentality, divergent thinking is naturally slighted
a design studio simply evens the scales a little bit.
Design studios are not exclusive to kickoff meetings, and in fact
can be conducted at any time during the design process when the
team finds itself stuck. The activity was actually popular among
industrial design and architecture, but has since been modified to
suit digital design.
The mechanics of design studios vary, and really the term design
studio represents a type of activity, rather than a specific set of
directions. In general, though, they tend to follow similar paths.
Well explain a basic design studio process, and give some examples
variants:
1. Distribute art supplies Of course, everyone needs sketching
materials before you start. If youre opting for everyone presenting more than one idea, take this time to divide your paper
into segments, for example, six equal boxes for six screenshot
proposals. You can also print out this helpful template.
2. Pose a specific task While this can be broad, a specific and detailed task will yield specific and detailed solutions. Consider the
different outcomes if you tell your team, design a homepage, or,
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For sketching exercises, focus people on the idea instead of the execution.
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One setback you should be aware of before you start: youll probably encounter some resistance. Firstly, someone is bound to complain about having to sketch. Im not a designer, No one will
understand my ideas, etc. You can try to ease these fears as best
you can by reminding them that its not about the visual, its about
the idea. The sketches are supposed to be rough (even ugly) because
theyre timed.
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Takeaway
Its always hard to get VIPs in the same place at the same time, so
make the most out of this opportunity by coming in prepared. Know
beforehand what you want to get out of the meeting, and invite
everyone whose presence you think would benefit the project. Follow the agenda based on your needs, and we recommend using the
design studio to further your goals.
Like first impressions, you only get one chance to have a good kickoff meeting.
Make it count.