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UX London 2011 • April 2011
Kate Rutter Experience Designer, Adaptive Path
[email protected] @katerutter
Creating engagement & buy-in through participatory sessions { workshop }
Design patterns for fantabulous
collaborations
UX London 2011 • April 2011
Your name!
A skill you bring !
to the room !
5 minutes
UX London 2011 • April 2011
In the next 3 ½ hours...
Learn about patterns for UX Collaborative Workshops
Practice by planning an awesome collaborative session
Explore ways to plan fantabulously effective sessions.
UX London 2011 • April 2011
1 } One person acts as LEADER The leader manages the group’s time.
2 } One person acts as RECORDER The recorder captures key information such as outputs and decisions.
3 } One person is the STORYTELLER The storyteller shares the work with other groups.
3 } All other participants are GROUP MEMBERS. Group members participate fully.
For each activity, rotate these roles so that everyone has a chance to participate in a new way.
F O R E A C H A C T I V I T Y
Rules of the road
Getting started
UX London 2011 • April 2011
1 } Working individually, jot down 3 things you’ve seen work well in collaborative sessions. Write each on a stickynote.
2 } Now write down 3 things you’ve seen fail.
3 } Discuss as a team & sort/cluster.
4 } Identify the 3 top items in each group & write them on stickynotes.
I N S T R U C T I O N S
Activity : Mining our Experience
10 minutes
Getting started
UX London 2011 • April 2011
Your guideposts Post the notes on a big flipchart page for reference.
Share your top items with the team next to you.
2 minutes
Facilitation awesome! !
Facilitation FAIL !
Team Monarchs !
UX London 2011 • April 2011
Getting people to work together in a way that furthers the goals of everyone in the room.
Collaboration
UX London 2011 • April 2011
Making it easier to move forward together.
Facilitation
UX London 2011 • April 2011
Facilitation “ A process in which a person...who has no substantive decision-making authority diagnoses and intervenes to help a group improve how it identifies and solves problems and makes decisions, to increase the group’s effectiveness.”
~ Schwarz, Davidson, Carlson, Mckinney et al. The Skilled Facilitator Fieldbook
“Facilitation helps leaders of group process guide people through complicated collaborations, with the goal of drawing out the best of each member, sharing understanding and building commitment to the team outcomes.”
~ The Grove Consultants International Best Practices for Facilitation
UX London 2011 • April 2011
Involving the people we’re serving through design as participants in the process.
Participatory Design
~ Liz Sanders, Pioneer in Participatory Design MakeTools
UX London 2011 • April 2011
As a collaboration facilitator, your role is to provide a guiding star. • Help the participants do new and unfamiliar activities • Help participants work together, often with new or
unfamiliar people. • Feel confident that their contributions are important and
in support of something meaningful.
Worksessions
UX London 2011 • April 2011
Fantabulous collaborations come alive with...
Worksessions
A clear purpose
The right people
Guidance through the process
Full participation
Creating meaningful outputs
Staying open
UX London 2011 • April 2011
Things that work time after time.
Patterns
A pattern consists of: • A problem or situation • The context in which it happens • A proposed solution that has worked over time
* Collaboration patterns are specific to groups of people or organizational cultures.
UX London 2011 • April 2011
Pattern : Opening a room UX Collaboration 101
Introductions
Needs & expectations
Skills in the room
Superpower
Human Infographics *
* Jared Spool
Activities :
UX London 2011 • April 2011
Our plan of action
Practice
Purpose Why you’re there & what you need to accomplish.
People Who’s in the room, why, and what they bring.
Process The experiences and activities that will deliver the outcome.
Patterns Reoccurring solutions that work.
Tools To use for planning, making, sharing.
Basics Only critical stuff that’s unavoidable.
UX London 2011 • April 2011
Our plan of action
Purpose Why you’re there & what you need to accomplish.
People Who’s in the room, why, and what they bring.
Process The experiences and activities that will deliver the outcome.
UX London 2011 • April 2011
Purpose statement The Big Picture. The biggest, broadest “why” statement.
Purpose
Experiences & perceptions
Purpose Why you’re there & what you need to accomplish.
Objective for the session
What you need to accomplish in the session together.
Artifacts What you will make together. The session outputs.
UX London 2011 • April 2011
The basics Purpose
Framing
What are we here to accomplish? • Ideas? • Debate? • Consensus?
What will we be doing together? • Activities? • Making things? • Generative work? • Refining work?
* Thanks to Cennydd and James
Objective for the session
UX London 2011 • April 2011
The basics Purpose
Outcomes
What are we going to make? • Sketches? • Models? • Flows? • Plans?
Artifacts
UX London 2011 • April 2011
Our plan of action
Purpose Why you’re there & what you need to accomplish.
People Who’s in the room, why, and what they bring.
Process The experiences and activities that will deliver the outcome.
✓
UX London 2011 • April 2011
Questions?
UX London 2011 • April 2011
Our plan of action
Purpose Why you’re there & what you need to accomplish.
People Who’s in the room, why, and what they bring.
Process The experiences and activities that will deliver the outcome.
UX London 2011 • April 2011
The basics People
Outcomes
What are we going to experience? • Conversation? • Co-Creation? • Debate? • Decision-making?
What will the perceptions be? • Empathy? • Understanding? • Visibility? • Trust?
Experiences & perceptions
UX London 2011 • April 2011
People
Envisioning their experiences & perceptions
Participants
People Who’s in the room, why, and what they bring.
Getting the right group and the right-size group.
Identifying attributes and hypothesizing about behavior.
UX London 2011 • April 2011
Basics: Getting the right group People
Who needs to be in the room?
• People responsible for the results
• People responsible for making the thing
• People whose work is impacted by the decisions
Most often informed by organizational roles • Decision-making responsibility • Operational responsibility • Design responsibility
UX London 2011 • April 2011
Basics: Getting the right group People
What’s the right-sized group? • Creating 5 – 50 exploration, representation
• Direction-setting 2 – 25 diversity, decisions
• Resolutions 3 – 10 making decisions
More than that? You’ll want separate sessions and a summarizing session.
UX London 2011 • April 2011
Tool: Participant Card People
Simon Broadstreet !VP of Product Marketing!Shoes Division !
Captures key information about a potential participant in a session. It helps you remember collaborative behaviors and allows you to use card-sorting to curate worksessions.
• Likes to be involved with every step.!• Yellow-Pen person!• Advocate for UX!• Hard to schedule time with (3+ weeks out)!
Name Title Area
Helpful tidbits
UX London 2011 • April 2011
Tool: Participant Archetypes People
* http://www.tompeters.com/cool_friends/content.php?note=010280.php
Dan Roam’s Pen people
Black pen “Hand me the pen” They jump up and draw or write.
Yellow pen “I can’t draw, but...” They add to, highlight and annotate existing work.
Red pen They sit back saying nothing until frustration hits, then they overwrite everything with a red pen. The hard-core, left-brain, business analytic type is often a red pen.
UX London 2011 • April 2011
Tool: Participant Archetypes People
* http://en.wikipedia.org/wiki/Six_Thinking_Hats http://www.mindtools.com/pages/article/newTED_07.htm
de Bono’s Six Thinking Hats ®
Considers “what are the facts?”
Yellow hat
Black hat
Red hat
White hat
Green hat
Blue hat
States feelings and emotions, listens to instincts and gut reactions.
Points out flaws and barriers and applies logic to seek inconsistencies
States positive elements, identifies benefits and seeks harmony.
Makes contributions that are provocative and investigating, seeing where a thought goes.
Thinks about thinking.
UX London 2011 • April 2011
Tool: Participant Spectrums People
Mapping the Attributes
Thinking Making
Planning-oriented Action-oriented
Hands-on Direct / delegate
Extroverted Introverted
Risk-averse Adventurous
Work in a team Work solo
Simon
Broadstreet !
UX London 2011 • April 2011
1 } Working individually, create cards for potential collaborators at your work. Assign them a colored-pen archetype (Dan Roam.) Aim for 3 cards.
2 } As a team, share your cards and look for similarities and themes.
3 } Identify 2 über-archetypes, and create a new Participant card for each.
I N S T R U C T I O N S
Activity : Make Participant Cards
15 minutes
People
Simon Broadstreet !
VP of Product Marketing!
Shoes Division !
• Likes to be involved with every step.!
• Yellow-Pen person!
• Advocate for UX!
• Hard to schedule time with (3+ weeks out)!
UX London 2011 • April 2011
Your participants Introduce your 2 über-archetypes to the team next to you, and meet their über-archetypes.
2 minutes
Simon Broadstreet !
VP of Product Marketing!
Shoes Division !
• Likes to be involved with every step.!
• Yellow-Pen person!
• Advocate for UX!
• Hard to schedule time with (3+ weeks out)!
Eleanor Rigby!Information Architect!Apparel Team !• Quiet and observant!• Black pen person!• Yellow-hat !• Structured thinker, uncomfortable with !
ambiguity !
UX London 2011 • April 2011
It’s really about this... People
UX London 2011 • April 2011
Pattern : Group dynamics UX Collaboration 101
Rules of engagement
Activity within the first 10 minutes (5 is better)
Roles
Grouping people, changing groups
Confidencing
Activities :
UX London 2011 • April 2011
Our plan of action
Purpose Why you’re there & what you need to accomplish.
People Who’s in the room, why, and what they bring.
Process The experiences and activities that will deliver the outcome.
Simon Broadstreet !VP of Product !
• Likes to be involved with every step. !
✓
UX London 2011 • April 2011
Questions?
UX London 2011 • April 2011
Breaktime!
15 minutes
UX London 2011 • April 2011
Our plan of action
Purpose Why you’re there & what you need to accomplish.
People Who’s in the room, why, and what they bring.
Process The experiences and activities that will deliver the outcome.
UX London 2011 • April 2011
Process
Process The experiences and activities that will deliver the outcome.
Experiences & Activities What activities are we going to do? • Design Studio? • Mental Model? • Stickynote clustering? • Sketchboards?
Artifacts What output are we going to make? • Sketches? • Models? • Flows? • Plans?
UX London 2011 • April 2011
Process
Artifacts
Process The experiences and activities that will deliver the outcome.
Purpose
People
Activities
UX London 2011 • April 2011
Basics: Finding effective activities Process
Top go-to books
UX London 2011 • April 2011
Basics: Finding effective activities Process
Top go-to-next books
UX London 2011 • April 2011
Basics: Finding effective activities Process
Other inspirations
IDEO Method Cards http://www.ideo.com/work/method-cards
Grove Strategic Visioning Agenda Planning Kit http://store.grove.com/product_details.html?productid=4
UX London 2011 • April 2011
Basics: Finding effective activities Process
Old Faithfuls, the melba-toast of participatory sessions
Design Sprints : Rapid ideation and concepting 1 – 2 weeks
Sketchboards : Sketching + review activities ½ day to 1 week
Design Studio : Sketching workshops ½ day to 3+ days
UX London 2011 • April 2011
Basics: Finding effective activities Process
Old Faithfuls, the melba-toast of participatory sessions
Dot-voting
Stickynote Freelisting + Cluster
UX London 2011 • April 2011
Pattern : Templates UX Collaboration 101
Print & provide
Have participants draw them / make them
Activities :
UX London 2011 • April 2011
UX London 2011 • April 2011
Tool: Activity Framework Process
UX London 2011 • April 2011
Tool: Activity Framework Process
Helps identify and capture effective activities for group work. Highlights target areas for participatory group work. Use this to jot down potential activities and their role in the session.
Sweet spots for participatory activities
Scaffolding for the session
Session info
UX London 2011 • April 2011
Tool: Session Planning Template Process
Helps capture all the knowledge to date. Provides a place to see the whole session in one view. Supports logistical planning and time-boxing.
Sketch out the timing in blocks.
Session info
Fill in what you already know.
Jot down activity descriptions
Identify estimated next steps
UX London 2011 • April 2011
Pattern : Timing Issues UX Collaboration 101
Break planning
Time to share
Transition time
Rolling outputs
Activities :
UX London 2011 • April 2011
Pattern : Share-outs UX Collaboration 101
Partner pairs : people or tables
Pitch
Volunteer groups
Round robins
Gallery tour
Activities :
UX London 2011 • April 2011
Our plan of action
Purpose Why you’re there & what you need to accomplish.
People Who’s in the room, why, and what they bring.
Process The experiences and activities that will deliver the outcome.
✓
UX London 2011 • April 2011
What it looks like Process
UX London 2011 • April 2011
Questions?
UX London 2011 • April 2011
Let’s put it all together.
UX London 2011 • April 2011
Today’s scenario You’ve been invited to lead a new, big project for your company, an athletic gear retailer. The new initiative is to create an online training program people new to running.
You have 1 week to come up with a plan that everyone can get behind.
Your strategy needs to answer: • What’s the product called? • What are the key experiences it delivers? • How will it make money? • What will it look like? • What features will you launch with?
UX London 2011 • April 2011
Today’s scenario Some Givens: The Purpose is: Create an online training program people new to running in
order to better support new customers and to build a new product revenue stream.
The Objective is: [pick one]
Strategy: Define the strategy and key elements of the offering, including: • Core features for V1 launch • Illustrations of key moments in the experience • Potential revenue models.
Design: Illustrate key elements of the offering, including: • Key interactions for V1 launch • User flows • 3 options for the Home Page, including content and layout
UX London 2011 • April 2011
1 } Working as a group and using all the tools at your disposal, plan a worksession for a day-long product planning/design collaboration.
2 } As a team, choose either the strategy or the design workshop to plan.
3 } Come up with the artifacts and a workshop plan for the collaborative session.
3 } For the people, Use the Participant Cards that you developed earlier.
I N S T R U C T I O N S
Activity : Plan a Worksession
30 minutes
All together now
UX London 2011 • April 2011
Your Worksession Update: The CEO has asked you to give a pitch of the workshop plan to the entire board. Today.
You have 3 minutes to make your team look like rock stars.
Pitch to the team at the next table.
6 minutes
UX London 2011 • April 2011
Pattern : Capture Outputs UX Collaboration 101
In-flight blackbox
Photography
Group summary
Activities :
UX London 2011 • April 2011
Our plan of action
Purpose Why you’re there & what you need to accomplish.
People Who’s in the room, why, and what they bring.
Process The experiences and activities that will deliver the outcome.
✓ Simon Broadstreet !VP of Product !
• Likes to be involved with every step. ! ✓ ✓
UX London 2011 • April 2011
To foster open, participatory processes that enable teams to work together more effectively, more enjoyably and more honestly, so that they can deliver inspired products to the world.
The real goal
UX London 2011 • April 2011
To foster open, participatory processes that enable teams to work together more effectively, more enjoyably and more honestly, so that they can deliver inspired products to the world.
The real goal
PURE
AWESOME
UX London 2011 • April 2011
I Hate Sports But I Love Kickoffs. Presentation, IA Summit 2010; Kevin Hoffman, Happy Cog http://www.slideshare.net/kevinmhoffman/i-hate-sports-but-i-love-kickoffs-how-to-create-a-successful-project-culture-from-the-first-meeting
Discombobulation, Fire-Breathing Dragons and Wet Noodles: Creating Productive Workshops in Scary Situations Presentation, IA Summit 2011; Beth Koloski http://www.slideshare.net/bkoloski/discombobulation
Good Design Faster Design Workshop Adaptive Path, Brandon Schauer & Leah Buley,; 2009 http://www.slideshare.net/webwallflower/good-design-faster-slides-failcon-2010
Towards an ontology of collaboration patterns. Jonas Pattberg, Matthias Fluegge; 2007 http://subs.emis.de/LNI/Proceedings/Proceedings120/gi-proc-120-007.pdf
IDEO Method Cards http://www.ideo.com/work/method-cards/
Liz Sanders, Participatory Design; http://www.maketools.com/
The Grove Consultants; www.grove.com
Readings & Reference Rapid Problem Solving with Post-it® Notes David Straker, 1997
Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers Dave Gray, Sunni Brown & James Macanufo; 2010
Best Practices for Facilitation David Sibbet, The Grove, 2005
Innovation Games Luke Hohmann; 2006
The Back of the Napkin Dan Roam; 2008; http://www.thebackofthenapkin.com
Visual Meetings : How Graphics, Sticky Notes & Idea Mapping Can Transform Group Productivity David Sibbet; 2010
Undercover User Experience Design Cennydd Bowles & James Box; 2011
A Pattern Language Christopher Alexander, Sarah Ishikawa & Murray Silverstein; 1977; http://www.patternlanguage.com/
UX London 2011 • April 2011
thanks! Selected slides from the deck
will be on slideshare at: www.slideshare.net/intelleto
Kate Rutter, Experience Designer [email protected] www.adaptivepath.com twitter : @katerutter @adaptivepath
Credits to Leah Buley for selected sketches and to the Adaptive Path folks who shared their project work.
UX London 2011 • April 2011
Resources
UX London 2011 • April 2011
T H E C R E A T I V E P R O C E S S!
Collaboration planning : handy terms & concepts
Purpose !The big picture. What are we trying to accomplish in the broad sense. What does this effort serve?
Objective !Action plan for the session. What are we trying to accomplish today. What are the outcomes of our time together?
Artifacts !What will we create together?
Patterns !Recurring themes for how our organization collaborates best. Often dependent on specific people and personalities at first, but over time can become how the organizational culture behaves in general.!
GENERATIVE! EVALUATIVE!Creation of ideas, concepts, thinking outputs. Focus on possibilities, exploration, openness and quantity of outputs.
Mindset:!• Oriented!• Critique!• Analytical!• Clear!• Results-driven
Examples: Increase customer loyalty through social media. Increase real-time sales data by design & building an iPad app for our sales force.!
Examples: Sketch possible social media interactions. Identify data and tasks for iPad features.
Examples: sketches, mind maps, lists, models....
Refinement, synthesis, evaluation and prioritization. Focus on refinement, directions and quality of outputs. !
Mindset:!• Open!• Generative!• Synthesis!• Exploratory!• Free of constraints
UX London 2011 • April 2011
K E Y!
Collaboration planning : handy terms
Frame !As in, framing the problem. Set the context for the session. Give the purpose, the big picture and a high-level view of the process. Follow with the objective for the session.!
Inform !Deliver information. Could be background on the problem or challenge, known needs or constraints.!
Expose !Introduce new and unfamiliar information. This could be prior work done, new concepts or terminology. Anything that might be unfamiliar to people.!
Educate !Teach. Use sparingly. Teaching tends to blend into preaching, and shifts the dynamic of the session from collaborative to presentation.!
Instruct !Used specifically in collaboration sessions to mean giving instructions for an activity. !
Brainstorm !Opening up ideas. Follow the rules of brainstorming. It makes a big difference in how it goes.!
Explore, !Any activity that is a means of making. Tangible, visible methods work much better than open conversation.!
Synthesize !Combining ideas and revealing patterns and themes. Difficult for a new group to do, but very powerful when done together. Often needs guidance.!
Prioritize !Ordering items by importance. Every prioritization activity needs a criteria to guide the process.!
Summarize !Wrapping it up clearly and concisely and connecting to what comes next.!
!
✓
✓
✓
✓
Talk !When a facilitator or session leader is speaking.!
Discuss !Conversation in the group. Most important way to share thinking, but can easily get out of hand. Group discussion: The whole group Distributed discussion: Breakout groups. Need to keep in mind that each group will have itʼs own experience.!
Make !The creation of things, making of ideas. Tangible, hands-on methods work best. Depending on the group, making can be independent, group-informed or co-created.!
Decide !Make decisions. Dot-voting is your friend.!Capture !Document & sharing the contributions,
insights, ideas, decisions and process. Crucial to developing trust in participatory activities, tracking progress, identifying collaboration patterns and articulating results. !create &
refine
!
✓
✓ !
✓
!
The collaboration sweet spot. Areas that set the stage and guide participation. Focus time & effort here.!
Important to do well. Keep clear and concise.!
Common traps. Things that undermine full participation and group action.
UX London 2011 • April 2011
Collaborative Session Template
P R O C E S S!P U R P O S E! P E O P L E!
t i m e l i n e!
P A T T E R N S!
l e a r n i n g s!
N E X T S T E P S!
s e s s i o n n a m e & d a t e!
o b j e c t i v e!
a r t i f a c t s!
+
-
UX London 2011 • April 2011
TALK!
A C T I V I T Y!
Inform!
Expose!
Educate!
Instruct(directions, etc.)!
Brainstorm!
Explore, create & refine ideas!
Synthesize!
Prioritize!
Summarize!
DISCUSS! MAKE! DECIDE! CAPTURE! R O L E!
!
✓
✓
✓
✓
Frame!
Collaborative Session Activity Framework
s e s s i o n n a m e & d a t e!
! ✓ ✓ !
UX London 2011 • April 2011
TALK!
A C T I V I T Y!
DISCUSS! MAKE! DECIDE! CAPTURE! R O L E!
Collaborative Session Activity Planning Framework
s e s s i o n n a m e & d a t e!
! ✓ ✓ !
UX London 2011 • April 2011
How might we...!
What about this could be true?!
What would be the impact of this? What would change as a result?!
Letʼs take 10 minutes and draw out what that could look like.!
Why?! (and why?)! (and why?)! (and why?)! (and why?)!
Letʼs not be afraid to talk about the risks.!
Thank you for your candor.!
Let me make sure that I understand what you mean. (then summarize)Is that correct?!
What are your thoughts? (to a participant who has yet to contribute.)!
What would increase confident in this choice?!
Letʼs flip it around. What are 3 ways we can ensure this fails?!
Jedi Mind Tricks : Amazingly helpful statements for collaborative sessions.