Trust the Experts: A Lesson on Living in Design Hell

I had a lovely lunchtime meeting today with a wonderful woman who runs a very important service. I'll protect her anonymity since her environment is filled with red tape and bureaucracy. We discussed some of the usability problems plaguing a system she works on and the challenges she faces when trying to make improvements. These challenges are almost always due to a person who isn't "in the know" about design or usability, yet has the authority to make drastic (and poorly researched) decisions that negatively impact the customer.

This is not okay.

I am a firm believer that people should either stick to what they know or get educated on a topic on which they'd like to provide input. That means if you aren't a designer, human factors expert, usability analyst, etc., and have absolutely no education, training, or practical expertise on the subject, don't make an executive decision about the design of a product. That doesn't mean you can't provide an opinion, state a business case, or enjoy a friendly conversation about a design, but if you don't have the expertise, don't make decisions that counter the experts.

I listened to a story today that made me cringe. A new system was underway that could significantly improve customer experience. It was within budget, approved, and moving forward. After a completely unrelated experience with a different system in a different scenario, a person of authority decided the planned system won't work and had to be completely changed (and, in my opinion, not for the better). 

As user experience professionals, we say this all the time, "you are not the user". What could this executive done better?

1. Step back from the situation. Take a few days away from the project.

2. Compare the use cases for these two different systems. How are they used? When are they used? Ask lots of questions!

3. Research the customers for each system. How are they the same or different? How often do they use the system? How many people need to use it? Again, ask lots of questions!

4. Don't make a rash decision based on a personal experience. Don't ignore the experience, but use it to inform your own design or project process.

5. Know your own customer. Observe them. Talk to them. Hire usability experts (shameless plug)!

In this case, the customer base was completely different and the usage level was not even close. The problems the executive encountered would not been likely to happen the way it would have been implemented at his business.

This was a case of an executive decision made without research, without considering expert opinions, and unfortunately, the company is paying for it with a poorly implemented alternative.

That said, the people in charge of the project do care. They care a lot about their customers and now are trying to find ways to resolve all the problems without changing out the system. This could have been prevented if the experts were given decision-making responsibility and the business representatives stayed out of the design.

Remember, though, that there is nothing wrong with getting educated in a new area, whether by traditional coursework or on-the-job experience. Get some knowledge before making a major decision. You wouldn't buy a new car without some research, so why spend thousands of dollars without doing your homework?

Jealousy, Haters, and Success: Lessons to Live By

I am pretty successful at what I do. While I'm not well-known outside a small group of people, I consider myself an expert in certain areas, highly competent at others, and I know where I need improvement. It's confidence, not narcissism.

I feel lucky at the moment to not be well known because it seems that becoming popular means an equal amount of hate (really jealousy) as adoration. What bothers me about this is that the hate is often completely unwarranted. Those who know little about a person let their preconceived notions stew and fester and this may lead to very unprofessional public "hating".

Hating is uncool and here's why:

1. A potential hiring manager won't want you on the team.

2. You look like a jerk.

3. Hating can be scary for the person on the receiving end.

4. Hating can be misconstrued as a threat (in extreme circumstances) and this is definitely bad for your career.

5. You'll look like a jealous fool.

You may wonder where this is coming from so I'll vaguely explain. I've witnessed the rise of a few awesomely talented people with amazing experiences in just a few career-years. Because they lack a 20-year work history, they may be considered less experienced than others, and subsequently, the hating begins. This is jealousy. It's unnecessary, it's rude, and it's ridiculous.

Successful people don't need to be 50 years old with a 30 year career in a specialized field. Many successes stem from a youthful, energetic, and open-minded view. Whether 30 years or 5 years, success stems from how well you handle projects, how you communicate, and the level of trust and respect from your peers. Successfully popular people often are charismatic and perhaps that is what others are jealous of. I can't speak for the haters but I can say what it looks like - jealously to an extreme.

If you find yourself wanting to flame someone you think is undeserving of popularity, stop and think before you post on twitter, a blog, facebook, etc. It's public. Do you really believe what you are saying? Do you know the whole story? Step back and respond with the intention to dialog.

What's better than being a juvenile meanie? Being a communicative adult.

Wrong: "Why are you the authority?"

Right: I'd love to hear more about the projects you've worked on. Do you have time to chat this week?

Wrong: "How come you are so popular?"

Right: "How have you used networking to build a rapport? I'd love to learn more."

Wrong: "You suck."

Right: "I don't understand your background. Would you mind walking me through how you got where you are today?"

I don't care if you are right out of school or the CEO, be courteous at all times because you never know who's watching. I certainly am and at least to myself, my family, and my friends, I am important. That's what matters. Haters don't matter at all.

Dear Fairview...

Today, I had my usual wait of several minutes to use the parking payment machine, this time mostly because the person in front of me was moving slower than I'd like rather than because of the system. So I was already a little annoyed upon reaching my destination, only to have the machine yell at me over and over, "please insert your parking ticket". It wasn't the usual two times. It kept talking until I put the ticket in and as soon as I was done, it was back asking for a ticket, before I had a chance to even roll up my window. I don't know what has been going on in the parking garage, but this is suspicious behavior for that machine. 

The reason I say this is because Google Analytics tells me someone at Fairview is listening and I so appreciate the audience! Please feel free to reach out to me as I am happy to help make the system more usable. I'm totally serious here. Let me help!

srlevan @ gmail dot com

Fairview Update

I can't say for sure if Fairview was listening or if it's a coincidence but the parking payment system screens have been fixed. They are now bright and clearly readable from all angles. Fantastic work! If they were responding to my post, I have to say: "Thank you for taking the time to quickly fix one of your major usability problems! Bravo for handling it efficiently and effectively."

Go Fairview! Only a few more issues left.

August Reading List

Feeling uninspired? Check out some fantastic UX writing to feel motivated!

No One Nos: Learning to Say No to Bad Ideas by Whitney Hess

What managers look for in designer/developer portfolios by Cameron Moll

The FedEx UX Journey, Part 1: The Genesis and Early Progress of FedEx's UX Practice by Thomas Wicinski, Brice Stokes, and Mike Downey

Supporting User Experience Throughout the Product Development Process by Peter Hornsby

Is Your Team Stuck in a Bubble? by Dana Chisnell

5 Indispensable Skills of UX Mastery by Jared Spool