{"id":3067,"date":"2016-02-18T00:45:32","date_gmt":"2016-02-18T06:45:32","guid":{"rendered":"http:\/\/juneux.com\/blog\/?p=3067"},"modified":"2019-12-03T18:10:35","modified_gmt":"2019-12-04T00:10:35","slug":"june-ux-is-five-years-old","status":"publish","type":"post","link":"https:\/\/juneux.com\/blog\/2016\/02\/june-ux-is-five-years-old\/","title":{"rendered":"June UX Is Five Years Old"},"content":{"rendered":"\n<p><em>This post is dedicated to my dad, entrepreneur and business owner for the past 40 years. And now, newly retired. In those 40 years, I heard the harrowing stories during the &#8220;lean years&#8221; and witnessed first-hand the struggles, sacrifices, and\u00a0heartache\u00a0of\u00a0being self-employed. And yet, I did it anyway\u2014with eyes wide open and the willingness to do whatever it takes.\u00a0Entrepreneurship is wholly part of who I am, and am forever grateful. Congrats on your retirement, Dad!\u00a0<\/em><\/p>\n\n\n\n<!--more-->\n\n\n<p><span style=\"font-size: x-large;\">How has my UX consultancy changed in the past 5 years? <\/span><\/p>\n<p>Here is a peek into some of the things I&#8217;ve been doing, lessons\u00a0I&#8217;ve learned, the tools that help me do my work, my favorite resources, and what I think the next 5 years will bring me.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-3592\" src=\"http:\/\/juneux.com\/blog\/wp-content\/uploads\/2016\/02\/home_office-e1461950566406.jpg\" alt=\"June UX office\" width=\"640\" height=\"339\" \/><\/p>\n<h2><b>Exactly What Have I Been Up To?<\/b><\/h2>\n<p>In recent years, wireframing is now a\u00a0small part of what I do on a day-to-day basis. In its place, my dance card has been filled with mostly UX strategy and research projects.<\/p>\n<p><span style=\"font-weight: 400;\">A few of my favorite projects from the past 5 years:<\/span><\/p>\n<h3><b>Customer Communication\u00a0Experience Maps<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">To discover the wins, opportunities, and gaps in my client\u2019s customer communications, I conducted several different research studies over many, many months:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Diary Study<\/b><span style=\"font-weight: 400;\">: How do customers really feel about the communications they receive? How does each one make them feel? Which ones are confusing or irrelevant?<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Online Survey<\/b><span style=\"font-weight: 400;\">: How do customers want to be communicated to and how often? What are their biggest pain points? Do different types of customers need or want different things? <\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Phone Interviews<\/b><span style=\"font-weight: 400;\">: What are customers doing and thinking about before, during, and after using their product?\u00a0Are there any communication gaps?<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Competitor Diary Study<\/b><span style=\"font-weight: 400;\">: How often do competitors communicate with their customers? What do they do better or differently?<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Customer Workshop<\/b><span style=\"font-weight: 400;\">: What are some examples of world-class customer communication? What makes them world-class?<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Stakeholder Workshops<\/b><span style=\"font-weight: 400;\">: What additional support, tools, or resources do internal teams need to more effectively communicate with their customers? <\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Documentation<\/b><span style=\"font-weight: 400;\">: Which systems and data are connected? What gaps exist? Which\u00a0communications are automated? Which are manually sent?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">In addition to identifying all of the opportunities and communicating the findings back to stakeholder teams, I also created multiple visuals to bring the customer communication experience to life:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Current state of the customer experience at each phase of the customer lifecycle (e.g., onboarding)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Proposed future state of the customer experience<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Volume of communication at each phase <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Specific communication sent at each phase (including the sender, topic, and channel \u2014\u00a0phone, email, or direct mail)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customer stories:\u00a0detailed journey maps showing the communication experiences of real customers<\/span><\/li>\n<\/ol>\n<h3><b>Website User Experience Strategy<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">My\u00a0client had a lot of data about their customers\u2019 buying process, but they didn\u2019t know much about the role that the website played.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To envision the ideal website experience, I led multiple groups of prospective\u00a0customers\u00a0through a journey mapping exercise. Each participant\u00a0created their own personal\u00a0journey map by placing Post-Its on a wall. Once their journey maps were created, each participant presented their journey to the group. Other participants chimed in with similar or differing experiences, which led to even deeper insights.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Afterward, I used the individual maps to identify patterns and assemble an overall customer journey map and as input into the website strategy. <\/span><\/p>\n<h3><b>Usability Studies<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">I conduct so many usability tests (just recently hit\u00a0400 sessions!), that it\u2019s difficult\u00a0to pick just one or two of my favorites.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Rather than sharing the specific findings, I\u2019ll share some of the more universal usability lessons I\u2019ve helped my clients learn over the years:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>People\u00a0don\u2019t use what they cannot see.\u00a0<\/b><span style=\"font-weight: 400;\">When information is hidden behind hamburger menus, drop-down menus, accordions, carousels, or ambiguous labels, it might as well not be there at all. <\/span><\/li>\n<li style=\"font-weight: 400;\"><b>People\u00a0are unaware that your logo links to the home page.\u00a0<\/b><span style=\"font-weight: 400;\">Web designers are always surprised by this one. It was true 10 years ago. It\u2019s still true today.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>People\u00a0ignore things that look different or are outside of their line of sight.<\/b><span style=\"font-weight: 400;\">\u00a0It\u2019s counter-intuitive, but the more designers try to make something standout on a web page, the more likely the user won\u2019t even notice it.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>People\u00a0click anything that looks like it might be a link. <\/b>People will<span style=\"font-weight: 400;\">\u00a0click boxes, graphics, photos, and colored text. And if it\u2019s not clickable, they think your site is broken.<\/span><\/li>\n<\/ul>\n<h2><strong>My Biggest Lesson Learned<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">I\u2019ve had a few life-changing \u201clightbulb moments\u201d over the years&#8230;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In 2001, I discovered my strengths thanks to Marcus Buckingham. At the top of my Strengths Finder results: Futurist. I was always, but vaguely, aware that I had the ability to envision and communicate what the future could look like with crystal clear clarity. But until that moment, it had never occurred to me that it was a talent\u00a0or that I could apply it in my work.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In 2007, I discovered I am a visual thinker. Complex ideas are just unintelligible noise until I can see them, visualize them, or draw them myself. Hearing illustrative examples or anecdotes is my shortcut to understanding big, abstract concepts.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In 2012, I discovered that I am happiest and most professionally fulfilled when I am collaborating with my professional peers. Nice for me, but more importantly, I noticed that the more collaborative the project, the more extraordinary the business outcomes. The foundation of UX\u00a0\u2014 aligning user needs with business needs \u2014 is\u00a0an absolute must in today&#8217;s customer-centered landscape, but it&#8217;s no longer a secret. The genius is in the group.<\/span><\/p>\n<h2><strong>How My Work Has Changed<\/strong><\/h2>\n<h3><b>My Whiteboard<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">I remember the first time my boss wanted to whiteboard ideas. As in, the verb <em>whiteboard<\/em>.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I didn\u2019t want to do it. It was too messy. Too imperfect. And really, it was too hard. I needed to work at the detail level, work out the kinks, then arrive at the big idea from the bottom up.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Fast-forward 9 years later&#8230; I\u2019m now the exact opposite. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sketching is far and away the most fun thing I do. Standing in front of a whiteboard \u2014 either leading a brainstorm or working out my ideas alone \u2014 is home to me. <\/span><\/p>\n<h3><b>My\u00a0Post-It Obsession<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s funny how we evolve on things. Write one idea per a Post-It? How wasteful. And slow. It\u2019s so much faster to type and easier to edit on screen, I used to think.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ha. And now I am paralyzed without my Post-Its. And Sharpies. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Colored Sharpies prefered, but black will do. <\/span><\/p>\n<h3><b>My Home Office\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When I first launched June UX, everything happened at my kitchen table. To more easily pack up my make-shift office everyday, I bought a rolling cart from IKEA to sit next to the kitchen table.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And then the storage-room-takeover happened. My brother tore down the mismatched ceiling tiles. Ripped off the composite wood paneling. And pulled up the stained carpeting. And then presto, I\u2019ve had a gleaming white home office with wood laminate floors ever since. The centerpiece of my office is a custom-built superdesk: 2 side-by-side desks with cubby bookshelves as the base. One desk for my computer, one desk for my 2 sewing machines and workspace.<\/span><\/p>\n<h2><b>What&#8217;s In Store the\u00a0Next 5 Years?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The short answer is\u2026 I think it will look a lot like my last 2 years. Big, complex projects that include customer experiences beyond websites and emails.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Writing this post has made me think about where I am in the arc of my career. Have I entered my\u00a0third act? After giving it some careful thought, I\u2019ve decided that, no, I don\u2019t think I\u2019m there yet. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the third act of my career \u2014 still a ways into the future yet, not in 5 years \u2014 I see myself helping others on a larger scale.\u00a0<\/span><\/p>\n\n\n<h2 class=\"wp-block-heading\">Related Articles<\/h2>\n\n\n<ul class=\"wp-block-latest-posts__list wp-block-latest-posts\"><li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2021\/03\/my-experience-taking-the-ccxp-exam\/\">My Experience Taking the CCXP Exam<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2019\/06\/strategies-to-bring-more-collaboration-into-your-everyday-work\/\">Strategies to Bring More Collaboration into Your Everyday Work<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2018\/08\/my-favorite-ux-non-ux-resources\/\">My Favorite UX &#038; Non-UX Resources<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2018\/07\/ux-case-study-new-customer-onboarding-journey-map\/\">UX Case Study: New Customer Onboarding Journey Map<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/juneux.com\/blog\/2018\/01\/ux-case-study-testing-for-trustworthiness-accessibility\/\">UX Case Study: Landing Page Trust Cues<\/a><\/li>\n<\/ul>\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background has-bright-blue-background-color no-border-radius\" href=\"https:\/\/juneux.com\/blog\/contact\/\">contact june ux<\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>This post is dedicated to my dad, entrepreneur and business owner for the past 40 years. And now, newly retired. In those 40 years, I heard the harrowing stories during the &#8220;lean years&#8221; and witnessed first-hand the struggles, sacrifices, and\u00a0heartache\u00a0of\u00a0being self-employed. And yet, I did it anyway\u2014with eyes wide open and the willingness to do &hellip; <a href=\"https:\/\/juneux.com\/blog\/2016\/02\/june-ux-is-five-years-old\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;June UX Is Five Years Old&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[23],"tags":[],"class_list":["post-3067","post","type-post","status-publish","format-standard","hentry","category-about-june-ux"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>June UX Is Five Years Old - June UX<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/juneux.com\/blog\/2016\/02\/june-ux-is-five-years-old\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"June UX Is Five Years Old - June UX\" \/>\n<meta property=\"og:description\" content=\"This post is dedicated to my dad, entrepreneur and business owner for the past 40 years. And now, newly retired. In those 40 years, I heard the harrowing stories during the &#8220;lean years&#8221; and witnessed first-hand the struggles, sacrifices, and\u00a0heartache\u00a0of\u00a0being self-employed. 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