making technology more_human

Making technologymore humanAND LOVING EVERY MINUTE OF IT

Hi

Pascal LalibertéUser Experience Designer

You?

UX DesignersWeb Designers

Web Developers

Systems Analysts Business Analysts

Managers

CIOsProgrammers

Support Analysts

You’re in the business of...

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

What is it thatyou’re actually

doing?

TechnologyInformation


What is it thatyou’re actually

doing?

Technology


BuildingAnalysingManaging

Technology


Managing that a human...

Technology


Managingthat a human...Experiences

Technology

ManagersExperience

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

User Interface

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

InteractionsUser Interface

UX Designers

Web Designers

Web Developers

Systems Analysts

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Managers

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Programmers

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InteractionsWords

User Interface

UX Designers

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Managers

CIOs

Programmers

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Interactions

NavigationWords

User Interface

UX Designers

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Managers

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Programmers

Support Analysts

Interactions

NavigationWords

User Interface

Graphics

UX Designers

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Managers

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Programmers

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Interactions

NavigationWords

User Interface

GraphicsAnimations

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

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Interactions

NavigationWords

User Interface

GraphicsAnimationsBack-end code

UX Designers

Web Designers

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Systems Analysts

Business Analysts

Managers

CIOs

Programmers

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Interactions

NavigationWords

User Interface

GraphicsAnimationsData integrity

UX Designers

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Systems Analysts

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Managers

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Programmers

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Interactions

NavigationWords

User Interface

GraphicsAnimationsData integrity (+exceptions)

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)(+exceptions)

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)

Uptime

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)

UptimeRequirements

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)

UptimeRequirements (user research)

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)

UptimeRequirementsProcesses

(user research)

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

!

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

EASY TO USE

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEAR

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

CLEARFAST

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

CLEARFAST

CLEAR

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

CLEARFAST

CLEAR

CLEARFAST

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

CLEARFAST

CLEAR

CLEARFAST

RELIABLE

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

CLEARFAST

CLEAR

CLEARFAST

RELIABLE

CLEARFASTRELIABLE

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

CLEARFAST

CLEAR

CLEARFAST

RELIABLE

CLEARFASTRELIABLE

RELIABLE

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

CLEARFAST

CLEAR

CLEARFAST

RELIABLE

CLEARFASTRELIABLE

RELIABLE

CLEAR

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

CLEARFAST

CLEAR

CLEARFAST

RELIABLE

CLEARFASTRELIABLE

RELIABLE

CLEAR

CLEARFASTRELIABLE

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

CLEARFAST

CLEARFAST

CLEAR

CLEARFAST

CLEAR

CLEARFAST

RELIABLE

CLEARFASTRELIABLE

RELIABLE

CLEAR

CLEARFASTRELIABLE

CLEARRELIABLE

Easy to useFewer optionsFewer systemsFewer featuresEasier to makeaccessible

CLEARFASTRELIABLE


CLEARFASTRELIABLE

If you could only nail one of those qualities, at the expense of the

others, which one would you concentrate

on first?


CLEAR

FAST

RELIABLE

If you could only nail one of those qualities, at the expense of the

others, which one would you concentrate

on first?


CLEAR

FAST

RELIABLE


CLEAR

FAST

RELIABLE

Starting with Reliable:It might be reliable, but people will hate using it

Easy to useFewer optionsFewer systemsFewer featuresEasier to makeaccessibleCLEAR

FAST

RELIABLE

Starting with Reliable:It might be reliable, but people will hate using it


FAST

RELIABLE


FAST

RELIABLE

Starting with Clear

Easy to use Fewer optionsFewer systemsFewer featuresEasier to makeaccessibleCLEAR

FAST

RELIABLE

Starting with Clear

Easy to use Fewer optionsFewer systems

Fewer featuresEasier to make

accessibleCLEAR

FAST

RELIABLE

Starting with Clear

Easy to use

Fewer options

Fewer systems


accessibleCLEAR

FAST

RELIABLE

Starting with Clear

Easy to use

Fewer optionsFewer systems


accessibleCLEAR

FAST

RELIABLE

Starting with Clear

Easy to use


Fewer features

Easier to makeaccessible

CLEAR

FAST

RELIABLE

Starting with Clear

Easy to use


Fewer features

Easier to makeaccessible

CLEAR

FAST

RELIABLE

Starting with Clear

It’ll then be much easier to get to fast and

reliable

PART 1

In the business ofmanaging experiences

CLEARFASTRELIABLE

Thoughts?

1 2 3

4 5

PART 1

PART 2

PART 2

How does that change my job?

How does that change my job?

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

The How

The HowThe What

The How

The How

2

1

3

4

5

6

7

The How

2

1

3

4

5

6

7

!!??7 approaches?

The How

2

1

3

4

5

6

7

In the upcoming year:1 project

2 approaches

The How

2

1

3

4

5

6

7

In the upcoming year:1 project

+1

2 approaches

1 Start with the user’s experience

Iterate (more than one shot)2




3 Compare two (or more) different takes



3

4

Compare two (or more) different takes

Watch real people use it



3

4

5



Love it



3

4

5

6



Love it

Overlap roles



3

4

5

6

7



Love it

Overlap roles

Change the deal

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Interactions

NavigationWords

User Interface


(+exceptions)

Loading experience

(+exceptions)


(user research)

User Documentation

Your own deliverables?

Managers CIOs&

Managers CIOs&

Meetings

Managers CIOs&

Meetings

Presentations

Managers CIOs&

Meetings

Presentations

Reports

Managers CIOs&

Meetings

Presentations

Reports

Documents

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones

CLEARFASTRELIABLE

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones


CLEARFASTRELIABLE

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones



CLEARFASTRELIABLE

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones



3 Compare two (or more) different takesCLEARFASTRELIABLE

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones




4 Watch real people use it

CLEARFASTRELIABLE

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones





5 Love it

CLEARFASTRELIABLE

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones





5 Love it

6 Overlap roles

CLEARFASTRELIABLE

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones





5 Love it

6 Overlap roles

7 Change the deal

CLEARFASTRELIABLE

7 Change the deal

7 Change the deal

Workers

7 Change the deal

Workers

ManagersWorkers put their first...

7 Change the deal

Workers

Managers

CIOManagers put their first...

7 Change the deal

Workers

Managers

CIO

ClientsCIOs put their first...

7 Change the deal

Workers

Managers

CIO

Clients

Users

?

But who puts the first?

7 Change the deal

Workers

Managers

CIO

Clients

Users

7 Change the deal

Workers

Managers

CIO

Clients

UsersWorkers put the first...

7 Change the deal

Workers

Managers

CIO

Clients

Users

Managers put their first...

7 Change the deal

Workers

Managers

CIO

Clients

Users

CIOs put their first...

7 Change the deal

Workers

Managers

CIO

Clients

Users

CIOs put their first...

?

7 Change the deal

Workers

Managers

CIO

Clients

Users

7 Change the deal

Workers

Managers

CIO

Clients

Users

Businesspartners

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

But how do you agree on how to

put the user first?

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

Metrics

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

Metrics

User satisfaction

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

Metrics

User satisfaction

Usability testing

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

Metrics

User satisfaction

Usability testing

User adoption

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

Metrics

User satisfaction

Usability testing

User adoption

Time to completion

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

Metrics

User satisfaction

Usability testing

User adoption

Time to completion

Uptime

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

Metrics

User satisfaction

Usability testing

User adoption

Time to completion

Uptime

...

7 Change the deal

Workers

Managers

CIO

Users

Businesspartners

Metrics

User satisfaction

Usability testing

User adoption

Time to completion

Uptime

CLEARFASTRELIABLE

...

7 Change the deal

UsersMetrics

User satisfaction

Usability testing

User adoption

Time to completion

Uptime

CLEARFASTRELIABLE

...

Workers

Managers

CIO

Clients

Users

7 Change the deal

UsersMetrics

User satisfaction

Usability testing

User adoption

Time to completion

Uptime

CLEARFASTRELIABLE

...

Workers

Managers

CIO

Clients

Users

Project by project

7 Change the deal

UsersMetrics

User satisfaction

Usability testing

User adoption

Time to completion

Uptime

CLEARFASTRELIABLE

...

Workers

Managers

CIO

Clients

Users

Project by project

Service by service

7 Change the deal

UsersMetrics

User satisfaction

Usability testing

User adoption

Time to completion

Uptime

CLEARFASTRELIABLE

...

Workers

Managers

CIO

Clients

Users

Service by service

7 Change the deal

Workers

Managers

CIO

Clients

Users

7 Change the deal

Workers

Managers

CIO

Clients Users= ?

7 Change the deal

Workers

Managers

CIO

Clients Users= ?Metrics

User satisfaction

Usability testing

User adoption

Time to completion

Uptime

CLEARFASTRELIABLE

...

7 Change the deal

Workers

Managers

CIO


User satisfaction

Usability testing

Time to completion

Uptime

CLEARFASTRELIABLE

...

7 Change the deal

Workers

Managers

CIO


User satisfaction

Usability testing

Time to completion

Uptime

CLEARFASTRELIABLE

...

Top of yourRequirements

Lists

Managers CIOs&

Meetings

Presentations

Reports

Documents

Emails

One-on-ones





5 Love it

6 Overlap roles

7 Change the deal

CLEARFASTRELIABLE

Org Design

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Making technologymore human

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Making technologymore humanEven if your Manager or CIO doesn’t change the deal...

Do it anyway. You’ll love every minute of it

UX Designers

Web Designers

Web Developers

Systems Analysts

Business Analysts

Managers

CIOs

Programmers

Support Analysts

Making technologymore humanEven if your Manager or CIO doesn’t change the deal...

What will be your project?





5 Love it

6 Overlap roles

7 Change the deal

CLEAR

FAST

RELIABLE

Questions?

1 2 3

Pascal Laliberté, @pascallaliberte, uOttawa. Thanks!

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