Fitting UX into projects involves more than just design artifacts and research methods. It is championing the person's experience by (1) mapping out product journeys, (2) understanding usage through analytics and research, and (3) collaborating across teams to implement improvements. For a product launch, UX work helped analyze call reasons, map experiences, and design deflections, resulting in savings 14% above projections. When improving an existing product over six sprints, UX involved understanding current usage, capturing friction points, and working from a shared design system.

1. Fitting UX into projects
@davidmead

2. For me UX...
...isn’t just:
● Wireframes
● Coding
● PDFs
● Spreadsheets
● Analytics
● Ethnographic Studies
● User Testing
● Blank Stares
● Sketching
● Post It Notes
● Observation
● Mental Models
● Journey Maps
● Being Wrong
● Devices
● Context
● a11y
● Content
● Design Systems
● Being Right
● Card Sorts
● Interviews

3. It’s championing
FOR the person's
experience

4. /wädərˌfôl/
a cascade of water falling from a
height, formed when a river or
stream flows over a precipice or
steep incline

5. Requirements
Design
Implement
QA / Test
Maintenance
UX

7. Business Case
With a national product launch, based on the States already
active, can we “deflect” a percentage of phones calls our site
generates.
This would reduce the amount of customer service
representatives we have to employ & train for the launch by
9%.

8. Business Case
● Analyzed all call reasons, not just
online-related, regarding the
product
Analytics + Context
● Mapped out complete product
experience, from sign-up to final
discount and device return
Journey Maps
● Created list of online measures to
“deflect” calls
Sketching + Wireframes

9. $4.7MProjected savings = 9%
Actual generated savings = 14%

10. Requirements
Design
Implement
QA / Test
Maintenance
UX Business Case
UX

11. /ˈajəl/
able to move quickly and easily

12. UX
Design
Build
Test
Sprint Planning

13. Sprint Planning
With an existing product we had 6 sprints to improve the
functionality and implement a new design.

14. Planning & Sprints
● Reach out to existing users, as well
as CSRs. Capture friction points.
Context + Interviews
● How are people using it now?
Analytics + Observation
● Collaborate with developers.
Sketching + Wireframes
● Work from a single source.
Sketch + InVision + Slack

15. UX
Design
Build
Test
UX
UX
Sprint Planning
UX

16. us·er
ex·pe·ri·ence
the overall experience of a
person using a product such as a
website or computer application,
especially in terms of how easy
or pleasing it is to use.

17. http://semanticstudios.com/user_experience_design/

18. As we’re messy, so
is “User Experience”.

19. Thank you
● https://upload.wikimedia.org/wikipedia/commons/f/f5/Elakala_waterfall_1_-_West_Virginia_-_ForestWander.jpg
● https://commons.wikimedia.org/wiki/File:Mansoor_Ahmed_photos_of_Team_USA_basketball_at_London_2012_Olympics.jpg
●