Transcript: Ask the UXperts: Designing a Culture of Experience — with Andy Vitale

Transcript: Ask the UXperts: Designing a Culture of Experience — with Andy Vitale

Andy Vitale
Summary:

Our theme for March is managing stakeholders and 3M’s Andy Vitale was right on point in the latest in our Ask the UXperts series with his session on “Designing a Culture of Experience”.

If you missed it, never fear – here is a transcript of the session.

Andy Vitale absolutely rocked it in our Slack channel for the latest Ask the UXperts session – the topic of which was “Designing a Culture of Experience”. The questions came in thick and fast and Andy typed like a demon!

Our theme for March is managing stakeholders, and Andy’s session was both incredibly popular and right on point. He won the hearts of the entire room when he put this question to us: Does it seem like the UX team is the only advocate for the user, and the business thinks that they can still just put out a product and people will just use/buy it? If your answer to that is a yes, then make sure you read through the transcript below. Take notes even.

If you didn’t make the session because you didn’t know about it, make sure you join our community to get updates of upcoming sessions.

If you’re interested in seeing what we discussed, or you want to revisit your own questions, here is a full transcript of the chat.

Transcript

hawk
2017-03-02 23:00
Welcome everyone – thanks for joining me and @andyvitale today.

hawk
2017-03-02 23:01
And an even bigger thanks to Andy, for giving us your time

hawk
2017-03-02 23:01
I’ll start by introducing @andyvitale.

hawk
2017-03-02 23:01
Andy Vitale is a UX Design Principal at 3M, where he is focused on translating human insights into actionable experiences that improve the healthcare industry.

hawk
2017-03-02 23:01
Andy is responsible for leading a team that creates immersive, emotional experiences for 3M Health Care’s enterprise solutions that seamlessly integrate digital and physical workflows for patients, payers and providers.

hawk
2017-03-02 23:01
Aside from his primary role at 3M, Andy is an adjunct professor for Kent State University’s User Experience Design graduate degree program and often speaks at conferences and events.

jakkii
2017-03-02 23:02
Morning all :slightly_smiling_face:

hawk
2017-03-02 23:02
I’m really pumped about today’s session because it fits in perfectly with our theme for the month, which is culture and stakeholders. So Andy, over to you for an intro to the topic today.

andyvitale
2017-03-02 23:02
:wave: Hi everyone.

andyvitale
2017-03-02 23:02
Thanks for joining us today

andyvitale
2017-03-02 23:03
One of the most important things I have been seeing throughout design, is the importance on solving things that may not be traditional design problems with design

andyvitale
2017-03-02 23:03
One of the biggest things that impact us as designers is culture. Particularly company culture.

andyvitale
2017-03-02 23:03
I work for 3M’s Health Care Business Group

andyvitale
2017-03-02 23:04
3M is a 100+ year old company with a historied tradition in innovation through science

andyvitale
2017-03-02 23:04
When I started on the team I was UX designer #2

andyvitale
2017-03-02 23:04
Now we’re at about 15

andyvitale
2017-03-02 23:05
When we think about design culture within an organization, is it where we expect it to be?

andyvitale
2017-03-02 23:05
Or are decisions still being made without design?

andyvitale
2017-03-02 23:05
Is design being brought in at the last minute?

andyvitale
2017-03-02 23:05
Do the majority of projects get buy-in from the organization when they are started in non-design functions?

andyvitale
2017-03-02 23:06
Are outside vendors and agencies often championed as experts more than the internal team who is just as capable?

andyvitale
2017-03-02 23:06
Does it seem like the UX team is the only advocate for the user, and the business thinks that they can still just put out a product and people will just use/buy it?

andyvitale
2017-03-02 23:06
Do any of these sound familiar to you folks?

laurelwn
2017-03-02 23:06
YES

jenniferlong
2017-03-02 23:06
This is all hitting close to home for me.

katherinewalker
2017-03-02 23:06
yeh 100%

chels
2017-03-02 23:07
Oh yes :slightly_smiling_face:
> Are outside vendors and agencies often championed as experts more than the internal team who is just as capable?

andyvitale
2017-03-02 23:07
So for my team, how do we come into a company that is well regarded, well respected & stands on a century plus foundation of innovation?

andyvitale
2017-03-02 23:07
How do we break into a matrix of established technical, scientific, mktg & business teams with robust agendas to make impact and money?

andyvitale
2017-03-02 23:07
At 3M less than 1/100th of 1% of employees are UX designers

andyvitale
2017-03-02 23:08
How can someone like us make a difference in enterprise, whether in house like me or for a client? Being the cool designer is not enough to influence people.

hawk
2017-03-02 23:08
[You’re welcome to jump in with questions at any stage ]

irith
2017-03-02 23:09
My questions are the ones @andyvitale has already posed! …. eagerly awaiting the answers… :grimacing:

cystinosis
2017-03-02 23:09
Good UX and candy!

andyvitale
2017-03-02 23:09
I see a few people typing so I am going to give them a chance before I talk about some of the ways to solve this

chels
2017-03-02 23:10
Can you tell us how you addressed all of those wonderful questions posed in your intro?

andyvitale
2017-03-02 23:10
@cystinosis Candy helps.

andyvitale
2017-03-02 23:10
Good UX for us are pretty much table stakes. It is expected for us to do a great job.

irith
2017-03-02 23:10
‘Taking them on the journey ‘ …..

mssuec
2017-03-02 23:10
how do we show that we are here to help and not to take over their jobs – some stakeholders are territorial :stuck_out_tongue_closed_eyes:

andyvitale
2017-03-02 23:11
So the best way to focus on design culture is to do what we do best, treat it like a design problem.

michelle_fiesta
2017-03-02 23:11
How do you transform your product team to being design-led rather than PM-led or marketing/sales-led?

andyvitale
2017-03-02 23:11
We’re all familiar with the design process in one variation or another but to align on terminology. There are a few steps

andreadyck
2017-03-02 23:11
^ that

chels
2017-03-02 23:11
How do you imbed a culture of UX in and organisation which arguably hasn’t jumped on board with UX being a ‘thing’?

mat_winegarden
2017-03-02 23:11
I like to think of UX design as a team sport

crystal
2017-03-02 23:11
How did you gain access to people in position to make the culture shift and how did you communicate the value of UX?

chels
2017-03-02 23:11
(yeah – in 2017 !!)

joshsummerhays
2017-03-02 23:12
@andyvitale What kind of early wins can you get with UX without executive support? I’m curious how you got things going to the point where you could even show wins.

andyvitale
2017-03-02 23:12
So the best way to tackle stakeholders who are territorial, and what answers all of the questions so far is to start with the discovery phase

andyvitale
2017-03-02 23:12
What is the problem – in this case it’s culture

andyvitale
2017-03-02 23:13
What are the goals of the organization? The customer? Each stakeholder has a different agenda. How do we align them?

laurelwn
2017-03-02 23:13
How do you handle stakeholders who keep saying they will get you answers to questions like – who is the decision maker? And never do?

michelle_fiesta
2017-03-02 23:13
How do you convince key stakeholders that the research phase is important – important enough to get budget to bring designers to users, important enough to give it time, and important enough to require it before something goes from a “feature request” to the backlog?

andyvitale
2017-03-02 23:13
Peter Merholz said “The experience IS the product, and
the only thing users care about.”

andyvitale
2017-03-02 23:13
that is a good foundation to gain alignment on

alexm89cgn_de
2017-03-02 23:14
I see the same problem in my organisation, the marketing, or steerco board take control and hear on their on feelings and not the facts, the tests, the designs. Its kinda hard to teach them, that there a “proofen” ways of optimisation…

andyvitale
2017-03-02 23:14
So @laurelwn that is tricky

andyvitale
2017-03-02 23:14
You have to start doing things without them, let them be the holdup

andyvitale
2017-03-02 23:15
We can’t wait for people to email us information, we have to make our most informed guess and use that to bring to the table as a talking point

laurelwn
2017-03-02 23:15
But doesn’t that mess up the design sprint process?

andyvitale
2017-03-02 23:15
Sometimes you have to start somewhere before the design sprints kick off

andyvitale
2017-03-02 23:16
So let’s get back on track with culture and evolving design culture and then I will get to some of the other individual questions, it’s a process to get there.

andyvitale
2017-03-02 23:16
Still in the discover phase – Look to companies you admire. See who else has a firm grasp on design culture & maturity. How do they do things?

andyvitale
2017-03-02 23:17
This is about treating culture like a design problem, this will help you get the seat at the table and will lead to everything else we are wanting to solve

andyvitale
2017-03-02 23:17
Listen to people within your company. Understand their role & perspective on users. Identify their needs for design

andyvitale
2017-03-02 23:17
Observe how users & design play a role in products, and where & when they are engaged. Are there opportunities to better involve both in the process?

michelle_fiesta
2017-03-02 23:17
@andyvitale One challenge we have with this is really understanding how other companies are doing these things – unless they have it publicized, we never know, and it’s hard to find that info. Do you have suggestions or resources for this?

andyvitale
2017-03-02 23:17
Empathize with others who work with design. Although the business may not understand design decisions, designers don’t always take the time to understand the business constraints and strategies before starting to problem solve. Try to understand how design goals can better integrate with marketing, technical, lab, business goals.

andyvitale
2017-03-02 23:18
Although UX design is key to both strategy and success, we have to realize that we are not the sole provider of either of those

andyvitale
2017-03-02 23:18
Here’s something to really understand. UX is not the center of the corporate universe.

andyvitale
2017-03-02 23:19
As we start to define our ideal state, share your strategies with other members of your organization to gain diverse perspectives from cross-functional colleagues. Embracing transparency and inclusion will strengthen your strategy and help deliver a stronger, more aligned vision.

andyvitale
2017-03-02 23:19
Create a need that focuses more on solving user problems and improving outcomes rather than providing features.

andyvitale
2017-03-02 23:20
UX isn’t done in a vacuum. You have to have access to people of all skill sets (developers, SME’s, marketers, scientists, etc.). You will spending a lot of time together solving problems and sharing insights. Build trust with your colleagues and inspire them to focus on providing the optimal experience for your users.

andyvitale
2017-03-02 23:20
But at some point people are tired of hearing designers talk about design.

andyvitale
2017-03-02 23:20
Leave the UX/design lingo behind – clearly communicate solutions to the rest of the team in words they understand. The business mgr is worried about profits, the marketing mgr about brand and experience – we can’t confuse them with design speak.

andyvitale
2017-03-02 23:20
There is a trick to influencing those around you to think like you do.

andyvitale
2017-03-02 23:21
It’s called DOING THE WORK.

andyvitale
2017-03-02 23:21
You have to do the work. Getting a jump start on the work and showing progress can influence so many conversations as well as clearly communicate what is still unknown. By driving with design you are demonstrating accountability and this is a great example to set when trying to influence culture.

andyvitale
2017-03-02 23:22
Things like improving ease of use and reducing errors should be a given. That’s what they hired us to do. When we do that, it’s nothing they didn’t expect.

andyvitale
2017-03-02 23:22
So here’s where we start to move the needle

andyvitale
2017-03-02 23:22
In the beginning you have to work on projects where you bring the most value. You can’t work on every project or create solutions that are everything to everyone. Understand where you can make an impact and start there.

andyvitale
2017-03-02 23:22
Designers are natural storytellers, whether with words or designs. Offer to help stakeholders visualize some of their objectives – this is a great way to gain their trust and build a relationship with them. Before you know it they will be sharing your story, which you influenced, at all of their meetings. Word of mouth is a powerful thing.

andyvitale
2017-03-02 23:23
You put in a lot of effort and the project was successful. Invite others to celebrate with you – everybody loves a winner. Share your case study with as many people as possible – your wins will work their way up the ladder. Let executives communicate your wins, people will line up to work with you.

andyvitale
2017-03-02 23:23
But sometimes all of that may not even work

andyvitale
2017-03-02 23:23
What do we do?

andyvitale
2017-03-02 23:24
Anyone?

jenniferlong
2017-03-02 23:24
I’m totally guilty of beating everyone over the head with design speak without having much actual work to show for it.

andyvitale
2017-03-02 23:24
We all are @jenniferlong but we have to be better

andyvitale
2017-03-02 23:25
When all else fails and we need to figure out what to do next. Sometimes you have to bring your own seat to the table.

andyvitale
2017-03-02 23:25
Often times we would just show up to meetings without an invite.

andyvitale
2017-03-02 23:25
But you have to be careful

andyvitale
2017-03-02 23:25
You have to make sure you add value to the meetings or not to push too hard before you’ve established you place otherwise you won’t be invited back. Don’t give off the impression that you want to tell them how to run their business but you don’t want to understand how the business runs.

andyvitale
2017-03-02 23:26
Now this goes to some of the earlier questions you asked

andyvitale
2017-03-02 23:26
How can we clearly demonstrate that this way of thinking is beneficial to the organization?

andyvitale
2017-03-02 23:26
How can we measure the impact of UX to the user and the business?

andyvitale
2017-03-02 23:26
It’s not that we want to justify our value, but more that as designers we are curious about our outcomes.

andyvitale
2017-03-02 23:27
Before we do that, there is one thing we really need to understand.

andyvitale
2017-03-02 23:27
STAKEHOLDERS UNDERSTAND DOLLARS

andyvitale
2017-03-02 23:28
Outcomes that are clearly easy to measure are black and white.

andyvitale
2017-03-02 23:28
Figures like sales, revenue and ROI are really easy to measure because they have a specific dollar amount tied to them. Compare that to a previous number and call it a day.

andyvitale
2017-03-02 23:29
I remember a time when analytics weren’t readily available, now we can measure shit we never even knew existed.

andyvitale
2017-03-02 23:29
Things you never even knew existed are being tracked & because of this, we can measure and tie a dollar amount to them.

juliadinh
2017-03-02 23:29
@andyvitale What technique do you use to help them visualize their objectives?

andyvitale
2017-03-02 23:29
What about productivity

andyvitale
2017-03-02 23:29
There are a many factors that affect productivity. From time to complete a task, to reducing the steps in the workflow to complete a task, or just reducing the amount of errors users have.

andyvitale
2017-03-02 23:30
We worked on a project where people were doing medical coding for billing.

chels
2017-03-02 23:30
Earlier @laurelwn posed a good question about no one really wanting to make the decisions which need to be made. Can you expand on that?
> How do you handle stakeholders who keep saying they will get you answers to questions like – who is the decision maker? And never do?

andyvitale
2017-03-02 23:30
We increased their productivity by 15 cases per hour.

andyvitale
2017-03-02 23:30
That’s 100 more a day.

andyvitale
2017-03-02 23:30
Now I’m not great at math off the top of my head but I know that equates to a lot of money.

andyvitale
2017-03-02 23:31
Sure @chels and @laurelwn

andyvitale
2017-03-02 23:31
Meet with them indiviually, figure out what their goals and expected outcomes are

andyvitale
2017-03-02 23:31
All of them

andyvitale
2017-03-02 23:32
Then put something together – we’re designers – we are way better at telling stories than they are

andyvitale
2017-03-02 23:32
Then share it with them all in the same room, and they will agree with what you are showing.

andyvitale
2017-03-02 23:32
That will start to build alignment and allow you to influence the decisions for them

andyvitale
2017-03-02 23:32
Someone has to take charge.

andyvitale
2017-03-02 23:32
Why not us?

andyvitale
2017-03-02 23:33
Here’s another question to you guys

andyvitale
2017-03-02 23:33
for showing how to measure our impact

andyvitale
2017-03-02 23:33
Are there training costs associated with your product?

andyvitale
2017-03-02 23:33
Anyone?

chels
2017-03-02 23:33
Yup

andyvitale
2017-03-02 23:34
Simple answer to that – If you make it easier to use, it will require less training.

andyvitale
2017-03-02 23:34
What about development costs?

andyvitale
2017-03-02 23:34
Think about Excel.

andyvitale
2017-03-02 23:34
I’m a designer, if I am lucky I use 5% of Excel

andyvitale
2017-03-02 23:34
That means 95% of the features aren’t important to me

andyvitale
2017-03-02 23:34
Let’s eliminate these unnecessary or marginal features.

andyvitale
2017-03-02 23:35
Find your 5%, or 25% – whatever that % is and focus on that. This will free up the time & money of resources and allow them to work on improving the core features and finding new features that add value.

andyvitale
2017-03-02 23:35
Why do we constantly put in time to update areas of our site, or pieces of our software that nobody uses? It’s stupid.

andyvitale
2017-03-02 23:35
But what about things that aren’t so black and white?

andyvitale
2017-03-02 23:36
We may have to do a little designer math.

andyvitale
2017-03-02 23:36
User feedback is a nice little gray area.

andyvitale
2017-03-02 23:36
Surveys, SUS Scores, Loyalty & Customer Satisfaction are all extremely difficult to measure

andyvitale
2017-03-02 23:36
but not impossible

andyvitale
2017-03-02 23:36
If people love your product, they are likely to recommend it to colleagues.

andyvitale
2017-03-02 23:36
This can lead to new customers which can be tracked & tied to a $ amount.

andyvitale
2017-03-02 23:37
But getting new customers is easier than retaining existing ones. So figure out your customer retention rates and compare that with your cost per acquisition on new ones. If you need help, I imagine Eugene in accounting can tie a $ amount to these figures. Take him to lunch and he will help you with all of the numbers.

andyvitale
2017-03-02 23:38
Has anyone here ever killed a project?

andyvitale
2017-03-02 23:38
Nobody wants to see products die but sometimes when you can stop the bleeding you deserve to be rewarded.

andyvitale
2017-03-02 23:39
Sometimes the market isn’t ready for your big idea.

andyvitale
2017-03-02 23:39
Sometimes companies make the wrong decision.

andyvitale
2017-03-02 23:39
Sometimes your idea wasn’t as good as you thought it was.

chadc
2017-03-02 23:39
@andyvitale I think you intended it’s easier to keep existing customers than getting new ones.

andyvitale
2017-03-02 23:39
Good catch @chadc

andyvitale
2017-03-02 23:40
I’m trying to keep up with all of the questions I am getting directly

andyvitale
2017-03-02 23:40
Sometimes your execution flat out sucked.

andyvitale
2017-03-02 23:40
Not yours @chadc

hawk
2017-03-02 23:40
haha

andyvitale
2017-03-02 23:40
Knowing when to kill a project and having the guts to do so allows you to reallocate those resources working on that product to something else that has a chance of actually succeeding.

andyvitale
2017-03-02 23:41
We all know this but…

andyvitale
2017-03-02 23:41
Chances are, if you are involving users to validate your solutions before launching them, you have gotten used to modifying your solutions. The earlier you make these changes, the less expensive they are. Changing wireframes is less complex than changing designs, which is less expensive than changing code, which is still considerable less expensive than changing something in production and scrambling to fix it after launch.

andyvitale
2017-03-02 23:42
it goes even a step deeper with healthcare where we have to try to avoid preventable readmissions, complications, etc – which all have financial impact

andyvitale
2017-03-02 23:42
So, let’s say this all goes well and everyone loves you and wants to work with you. Let’s say this helps get a seat at the table. Now what???

andyvitale
2017-03-02 23:42
Don’t celebrate.

andyvitale
2017-03-02 23:43
Well maybe a few nights of drinking but after that…

andyvitale
2017-03-02 23:43
You’ve been preaching about iterating and how things can always be made better. And your designer ego isn’t satisfied with just having a seat. We’re trying to change the culture, and in order to do this, you have to keep the seat and continue to provide value.

andyvitale
2017-03-02 23:43
Now that everyone’s eyes are on you, you can’t become complacent or stagnant.

andyvitale
2017-03-02 23:43
People talk a lot about failing fast and I hate that.

andyvitale
2017-03-02 23:43
Never fail.

andyvitale
2017-03-02 23:44
It’s OK to make mistakes and have setbacks

andyvitale
2017-03-02 23:44
but you have to learn from them and improve

andyvitale
2017-03-02 23:44
Inspire this continuous learning and knowledge sharing, not only as individuals but as an organization. Learn from your mistakes. Make each experience an opportunity to learn.

andyvitale
2017-03-02 23:44
Someone asked earlier about research

andyvitale
2017-03-02 23:44
Here’s a good question

andyvitale
2017-03-02 23:44
How do you know how users feel about your product?

mssuec
2017-03-02 23:45
NPS scores, User testing ?

andyvitale
2017-03-02 23:45
ASK THEM

andyvitale
2017-03-02 23:45
How do we know what technical limitations you have on a product?

andyvitale
2017-03-02 23:45
ASK THE TECHNICAL TEAM

cystinosis
2017-03-02 23:45
They tell you.

andyvitale
2017-03-02 23:45
Bring together users & stakeholders from all competencies to work towards a common goal. This isn’t going to happen by itself.

andyvitale
2017-03-02 23:45
Exactly @cystinosis

andyvitale
2017-03-02 23:46
Expose the disconnect in how the business and users interpret each other’s goals. Identify the gap between the two and build solutions together to bridge that gap.

andyvitale
2017-03-02 23:46
But how do we really start to make the cultural shift?

andyvitale
2017-03-02 23:46
It’s another little trick.

andyvitale
2017-03-02 23:46
Your have your process and the business has theirs. While each process may work well independently, when you integrate your process into theirs, it becomes part of THE process.

andyvitale
2017-03-02 23:47
Like I mentioned earlier, people get tired of hearing designers preaching about design. You need allies and advocates who aren’t designers.

andyvitale
2017-03-02 23:47
When you’ve convinced stakeholders in mfg, eng, mktg & the lab about how integral you are to success and innovation, and you have executives sharing your work, you truly have influence.

andyvitale
2017-03-02 23:47
When things like quality and function become expected results and the organizational lens focuses more on the emotional connections and social impact of your product you are redefining holistic values.

andyvitale
2017-03-02 23:47
So what does it success look like?

andyvitale
2017-03-02 23:48
Keep in mind, even for us, this is a process and we are making progress. We know what our end goal is, but we are still striving to get there.

andyvitale
2017-03-02 23:48
For us, our team has grown.

andyvitale
2017-03-02 23:48
When I get lunch now, I feel like I have a squad of people.

andyvitale
2017-03-02 23:49
Our process is more defined, we have gained experience and have been asked to be on more projects.

andyvitale
2017-03-02 23:49
What else does a cultural win look like?

andyvitale
2017-03-02 23:49
Leadership advocates for UX design at the highest of levels, while everyone on the tactical level understands the importance of trying to provide the best possible experience for your customers and they all want to work with you.

dan_naumann
2017-03-02 23:49
I think being asked to be on more project is a great measure of success for a UX team.

andyvitale
2017-03-02 23:49
There is no longer a need to translate design language or business acronyms for everyone.
 There is one common vocabulary within the organization. Everyone is on the same page, speaking the same language.

andyvitale
2017-03-02 23:50
Sharing the same goals

andyvitale
2017-03-02 23:50
Hell yeah it is @dan_naumann

andyvitale
2017-03-02 23:50
Projects are being prioritized by the value they provide to the customers, with an emphasis on the overall experience. You are playing a part in that prioritization based upon the value you helped redefine.

andyvitale
2017-03-02 23:51
At 3M our Chief Design Officer, Eric Quint, often tells us that sometimes you have to take a step back and look at the big picture to really see how far you have come.

andyvitale
2017-03-02 23:51
So what really is a Culture of Experience?

andyvitale
2017-03-02 23:51
You’ve help build a team of world-class talent. A team that is empowered. The best team you’ve ever been a part of.

andyvitale
2017-03-02 23:51
You’ve got an environment that is conducive to being successful. A state of the art space that enables you to do your best work, and all of the tools you need to do so.

andyvitale
2017-03-02 23:51
You are working on projects you’ve always dreamed of working on and you are making a difference. You are improving lives every day.

andyvitale
2017-03-02 23:51
You’ve influenced the organization to focus on creating the best possible experience for all of your customers across all touchpoints.

andyvitale
2017-03-02 23:52
But culture is funny.

andyvitale
2017-03-02 23:52
You can’t force it or it won’t work. You have to cultivate it.

andyvitale
2017-03-02 23:52
If you put in the work, build the relationships, foster collaboration

andyvitale
2017-03-02 23:52
and fight together for the greater good

andyvitale
2017-03-02 23:53
the culture piece will just come together organically

andyvitale
2017-03-02 23:53
Lead by example. Strive to make the tough decisions. Have the uncomfortable conversations.

andyvitale
2017-03-02 23:53
Influence others by your work ethic

andyvitale
2017-03-02 23:53
and most importantly by being accountable

andyvitale
2017-03-02 23:54
Accountability is contagious.

andyvitale
2017-03-02 23:54
That’s the environment I want to work in.

andyvitale
2017-03-02 23:54
Help the business solve their customers problems and bring value to those who we want to use our products

andyvitale
2017-03-02 23:55
We’re almost out of time but I want to get to everyones questions

andyvitale
2017-03-02 23:55
so if I haven’t answered anything please ask again

andyvitale
2017-03-02 23:56
and if you want to ask more questions later, I’m happy to answer them in a blog post

hawk
2017-03-02 23:57
It looks like we might have covered everything off for now!

andyvitale
2017-03-02 23:57
Nice!

hawk
2017-03-02 23:57
What an awesome session Andy

mssuec
2017-03-02 23:57
Thanks for sharing Andy

hawk
2017-03-02 23:57
Thanks again for giving us your time and thoughts today – super valuable and much appreciated

lukcha
2017-03-02 23:58
Excellent insights, Andy. Thanks very much for sharing with the UX Mastery community. :slightly_smiling_face:

hawk
2017-03-02 23:58
A reminder that if you have follow-ups you can post here and I’ll follow up with Andy http://community.uxmastery.com/t/designing-a-culture-of-experience/3025/1

Sarah Hawk
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Sarah Hawk
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