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
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UX principles should be simplified and made actionable to be effectively adopted by teams.
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Failing to collaborate closely with clients early on risks project failure and panic later.
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Designing for traditionally neglected moments, like account cancellation, improves customer experience and saves costs.
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Enterprise UX must address users’ emotions, such as anxiety and trust, not just tasks and tools.
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Explicitly acknowledging imposter syndrome helps new designers feel genuinely supported.
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Estimating large projects accurately is nearly impossible; estimates are guesses and should be revisited.
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Clear communication of design rationale is crucial when engaging skeptical development teams.
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Earning trust from engineers requires demonstrating expertise, admitting mistakes, and respecting details.
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Sometimes compromising on smaller UX issues is necessary to focus energy on larger priorities.
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Emotions profoundly impact enterprise UX success and product adoption, even in data-heavy contexts.
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 not collaborating with the client early enough."
"Customers' churn is a natural part of the experience and deserves thoughtful design."
"If you ever feel like you can't do this job and you're in over your head, it's totally normal."
"Estimates are not commitments, they are guesses."
"Admitting you're wrong is the most efficient way to build trust."
"Show, don't tell—demonstrate your expertise every day."
"Engineers' priorities are get it done on time and make sure it works; everything else is second."
"People remember beginnings and ends much more than the middle of an experience."
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