Summary
- Chris Chandler, Director of Product Strategy, Philosophie - Kim Gausepohl, UX Designer, Rackspace - Brianna Koch, User Experience Designer, AppFolio - Patrick Leahy, Senior Designer, DesignMap - Jesse Livingston, User Experience Researcher, LinkedIn - Jana Sedivy, Founder and Principal, Authentic Insight - Kit Unger, Director of User Experience, Smartsheet
Key Insights
-
•
Simplifying complex UX heuristics into clear, actionable principles helps teams adopt and defend design decisions more effectively.
-
•
Early and frequent collaboration with clients is crucial to avoid project derailment and to maintain momentum.
-
•
Design teams must sometimes take ownership of tasks beyond their formal roles to keep projects on track.
-
•
Developers prioritize product delivery and stability over UX improvements, requiring UXers to build trust patiently.
-
•
Understanding users’ emotions—like anxiety and scrutiny—can reveal crucial product design needs beyond features.
-
•
Designing for customers leaving a service is as important as onboarding, countering common business biases.
-
•
Imposter syndrome is common in UX; honest, empathetic mentoring is more comforting than empty reassurance.
-
•
Accurate estimates of complex projects are impossible; focus should be on managing risk and updating plans.
-
•
Estimates must never be mistaken for commitments to avoid unrealistic expectations and stress.
-
•
Building long-term trust with engineers depends on showing competence, admitting errors, communicating often, and picking battles wisely.
Notable Quotes
"That sounds like your process. What's your guidance system?"
"We UXers tend to make things sound a lot more complicated than they really are."
"We dug this hole ourselves by never asking how the client delivers designs after we hand them over."
"UX design is really about producing usable software, not just pretty deliverables."
"Why wouldn't we design a fabulous cancellation process for customers who no longer want to be our customers?"
"People remember beginnings and ends of experiences better than the middle."
"If you ever feel like you can't do this job or you're in over your head, it's totally normal."
"Estimates are guesses, not prophecies, and the riskiest parts deserve the most attention."
"Admitting you’re wrong is the most efficient way I know of building trust."
"Simple, basic, consistent actions over time deliver big results when working with engineers."
Or choose a question:
More Videos
"I underestimated how much identity our team tied to UX and how scary that loss felt to many of them."
Nalini KotamrajuResearch After UX
March 25, 2024
"Society grows great when old people plant trees they know they shall never sit in."
Dean BroadleyNot Black Enough to be White
January 8, 2024
"Every day is a chance to check: is this how I want to be? This is a long-haul, marathon effort."
Denise Jacobs Nancy Douyon Renee Reid Lisa WelchmanInteractive Keynote: Social Change by Design
January 8, 2024
"Our first problem statement was too big, so we refined it to something more doable and actionable."
Kim Fellman CohenMeasuring the Designer Experience
October 23, 2019
"Every major brand has a dark side brought to you by design on purpose, 40 hours a week."
George AyeThat Quiet Little Voice: When Design and Ethics Collide
November 16, 2022
"Visual style isn’t just enough to make something feel cohesive."
Nathan CurtisBeyond the Toolkit: Spreading a System Across People & Products
June 9, 2016
"If agents do well, we do well. The more we know about you, the more we can make you better or fulfill your goals and aspirations."
Greg PetroffThe Compass Mission
March 10, 2021
"Understanding culture means looking at a spectrum from global trends down to intimate communities."
Chloe Amos-EdkinsA Cultural Approach: Research in the Context of Glocalisation
March 27, 2023
"Some stakeholders still prefer their beliefs to data, even in academia."
Mackenzie Cockram Sara Branco Cunha Ian FranklinIntegrating Qualitative and Quantitative Research from Discovery to Live
December 16, 2022
