USING UX TO SAIL UNCHARTED TERRITORIES

25+ years in UX

Science
Retail
Law Enforcement
Legal
Business
Banking
Health
Ecommerce

SKILLS

• Users are my focus
• Learn about the domain
• I work with creatives
• Work best with the support of a team
• I ask questions, analyse data, sketch user journeys
• Find out user needs. Test designs. Research. Iterate.

WHAT I HAVE LEARNED AS A CONSULTANT AT VALTECH

TRAPS TO AVOID

• Lack of visibility of UX and creative work
• The idea that big up-front design is a good thing, as Sage believed
• Executive and legal "Sign off" are at odds with and affect the rhythm of learning - Bupa and Sage

MORE TRAPS TO AVOID

• Work streams not being aligned
• Not looking for unknowns
• Not understanding the importance of content

WHAT DOES GOOD UX PRACTICE LOOK LIKE?

DISCOVERY AND STRUCTURE

• Discovery phase
• Workshops, surveys, topic guides, assumptions mapping
• Building the team
• Setting up a workflow
• Engaging the client

VISIBILITY IS KEY

HOW WE DELIVER THE "RIGHT" THING

START WITH THE RIGHT MINDSET

• Safe not to know everything
• Build a learning culture
• Thrive in uncertainty
• Figure out what we aren't doing
• User flows, analysis, content work

WE WORK AS A TEAM TO SOLVE PROBLEMS

HOW WE MAKE A DIFFERENCE

• UX has become the engine that drives delivery

Thank you

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