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The User Experience of Management
Adrian Howard 

(@adrianh)
People
https://en.wikipedia.org/wiki/File:Mary_Parker_Follett_(1868-1933).jpg
“Management is the art of getting
things done through people”
— Mary Parker Follett
Makers' Schedule

vs

Managers' Schedule
Meetings are a waste of time
Meetings are a waste of time?
Meetings are a waste of time?
User research is a waste of time?
1. One-on-ones

2. Meetings

3. Job Specs

4. Job Interviews

5. Career Paths

6. Gemba

Ethno interviews

Facilitation

Persona/Stories

Behaviourial interview

Service Design

Ethnography
One-on-ones
Active Listening
http://en.wikipedia.org/wiki/File:Christopher_Macsurak_Fran_Lebowitz.jpg
– Fran Lebowitz
“The opposite of talking isn't listening

The opposite of talking is waiting”
SHUT THE
F**K UP
Reflection
– Arthur Bloch
“Every clarification
breeds new questions”
Can you tell me
more about … ?
Ask for stories
Open questions
Non-leading questions
Observations vs Insights
Meetings
Job Descriptions
https://medium.com/@tsharon/pre-membership-design-team-lead-at-wework-ux-75053290e668#.zg0ff6srv
Job Interviews
Career Paths
https://commons.wikimedia.org/wiki/File:Customer_journey_with_touchpoints_English.png
http://rosenfeldmedia.com/books/service-design/
Going to the Gemba
https://www.flickr.com/photos/philliecasablanca/3344142642
Ethnographic Field Work
1. One-on-ones

2. Meetings

3. Job Specs

4. Job Interviews

5. Career Paths

6. Gemba

Ethno interviews

Facilitation

Persona/Stories

Behaviourial interview

Service Design

Ethnography
The UX Style of Management
Servant Leadership
The difference
manifests itself in the
care taken by the
servant — first to
make sure that other
people’s highest
priority needs are
being served.
— Robert K. Greenleaf
Do they, while being
served, become healthier,
wiser, freer, more
autonomous, more likely
themselves to become
servants? And, what is the
effect on the least
privileged in society? Will
they benefit or at least not
be further deprived?
— Robert K. Greenleaf
Questions?
Agile & Lean UX News — bit.ly/leanuxnews
Adrian Howard (@adrianh)

quietstars.com
“I get it you should too” — @tonytphd

“A treasure chest of recent lean &
agile material” — @davidpetersimon

“It’s one of the best newsletters out
there” — @LadiesThatUXATL

“You should subscribe” — @brownpf
(and your stories)

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User Experience of Management