World Usability Day 2016

I am presenting "Designing Mission Critical Experiences" at Michigan State's World Usability Day 2016 conference tomorrow. November 16 update: PDF of "public" slides attached and SlideShare version embedded.

Links from presentation

Below are links to things I reference, just in case you want to learn more about something I mention.

Additional notes

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When User Experience Becomes Mission Critical

I am doing a user experience presentation at the Lima Tech conference (LRITA) tomorrow. Below is the description from the program. I will upload the slides afterwards, in the slight chance anyone wants to see them.

When User Experience Becomes Mission Critical

The role of CIOs and the focus for IT leaders is constantly evolving. In 2006, it was about Innovation, in 2009 is was about Collaboration, in 2011 it was Intelligence, in 2014 it was Customers. In 2015: Digital Transformation. Now in 2016, CIO priorities includes User Experience.

As the corporate IT mindset for User Experience evolves from "Don't care" to "Mission critical", there are many paths, steps, and options along the way. Keith will share stories and examples of how companies have made progress along their journey to mission critical user experiences.

Aspects of the journey include:

  • User interface design: from "lipstick on a pig" to guidelines and standards that improve usability, reduce costs, and increase business value
  • Requirements processes: from spreadsheets of features to priorities based on deep user insights
  • Project management: from waterfall management focused on cost-savings to agile & iterative design and development focused on quality, hypothesis-testing and user satisfaction
  • Governance: from chaos and technology-driven decision making to portfolios of projects based on user experience (and business value) benefits

Because the paths to mission critical user experiences will be different for each company, the session will be interactive, where you can ask questions to understand what other companies have done, and discuss what might work for your companies, based on where you are at in terms of UX maturity and what your goals are.

Project Management & UX

I will be doing a short talk at the next PMI WLEC meeting, January 12th. That's Project Managers in Western Lake Erie, aka Toledo Region. I am going to give them an intro to the user experience and software developer communities around here, and see what we might want to do together.

Below is what I wrote to help me prepare and give them some sense of what I want to cover. I will pull up a few web pages along the way to provide some context and trigger discussions.

Many software project managers are finding that they need to collaborate with user experience teams in order to accomplish the organizational results required for business success. User Experience professionals do more than make screen looks pretty. They do more than make features usable. They make the experience of using the product or service delightful. UXers often also use design methods to lead strategic customer decisions and stakeholder engagements.

As software development teams adopt agile, scrum and lean methods to improve their efficiency and effectiveness, they are also exploring how to collaborate with user experience professionals. Design is becoming an important competitive advantage in e-commerce, mobile app and other software marketplaces. Intranets and enterprise software are expected to be as good as consumer applications.

Project managers, software developers, and user experience designers all need to work together for projects to be successful. Shouldn’t we also be learning together and networking with each other “outside the office”? Let’s talk about what PMI WLEC is doing this year, what the software, tech & design communities in the Toledo Region are trying to accomplish, and see if we can do some things together. For example, we have already collaborated on EPIC’s Connect IT, where we had a PM roundtable to go along with application development and IT infrastructure topics.

The next (best) opportunity for learning together and networking might be the 4th User Experience Toledo Region conference on February 3rd. It will be at the Toledo Museum of Art and features remote speakers by Rosenfeld Media. The topic is PRODUCT management and user experience (not quite the same as PROJECT management, but close). The world-class experts include Jeff Gothelf, Jeff Patton, Laura Klein and Christina Wodtke. Learn more at

About Keith Instone - Keith is a user experience consultant and experience planner. He has “global” clients (like Lenovo) that he works remotely with, “midwest” clients (like a consumer products company in southern Ohio), and “local” clients (like Owens Corning). They usually hire him to make their technology easier to use but he often ends up helping them change the organization and culture that is getting in the way of people-centered design.

His most intense experience with PMI-certified colleagues was during a 10 year stint with IBM, where he worked with a wide rage of “pure” PMs and “UX” PMs. He was part of the first cross-IBM Agile UX working groups, which did early attempts at integrating agile software development and user-centered design processes.

Today, he is active in building up the UX and software tech communities in the Toledo Region. Check out,, and the community calendar to join us.

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UX Shop Talk

I am giving a talk on Thursday (3/26) at the Mad Ave Collective, part of their Shop Talk series. My topic is "User experience concepts, skills and methods for strategic creatives".

My basic agenda:

  • My life as a User Experience Freelance Consultant
  • Who we are: Strategic Creatives
  • UX Concepts, Skills & Methods that you can use to do your current job better
  • How to "learn me some of that UX"

Links to things I plan to mention:

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IVLA 2014 Conference talk

Way back in November, I did another talk about user experience and visual literacy. This time I partnered with Mike Osswald. We led a session entitled "Visual literacy in a business context" (aka "Design and visual literacy") at the IVLA 2014 conference, right here in Toledo.

Mike did a great job putting the slides together, even tweaking them for the 9-screen display we had. Slide 28 shows that well, and also serves as the list of UX "top of mind" topics that we thought had strong connections to visual literacy issues.

  • Modular Content for
 Multiple Contexts
  • User Interface 
 ("Flat" design)
  • Layers and Motion
 in User Interfaces
  • Gesture Literacy
  • Storytelling
  • Human Factors 
 and Devices
  • Data Visualization Democratized
  • Infographics & Information Literacy

We got the audience engaged, heard good feedback afterwards, and learned a lot doing it. So it was a success! Not sure what UX & VL connections I will make next, but I plan to keep exploring the intersection.

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Visual Literacy & User Experience

I will be presenting "Visual literacy: Expanding how we practice UX" at UX Thursday in Detroit on June 26th. The official blurb about the talk:

Visual literacy, traditionally applied to educational settings, has become important for users to make sense of digital media. Keith Instone will share the how and why behind his research and the ways he applies what he’s learning about visual literacy to UX. You'll hear how this exploration is making him a better UX practitioner.

Keith hopes to inspire UX practitioners to embark on their own discipline-crashing journeys to help strengthen the future value of UX.

Leave Keith’s session with:

  • A process for expanding your UX expertise by "crashing" other disciplines
  • Examples from visual literacy that apply to UX
  • An invitation to participate in the next virtual literacy conference

I will add the slides and other information here as I make progress.

UX Tips Toledo region conference, April 24

I am organizing another Rosenfeld Summit virtual conference in the Toledo area. After doing a survey of local folks early in 2013 and finding that "virtual training" was the top need, I organized the 31 UX Tips virtual conference in May of 2013. I have also encouraged others to host Rosenfeld virtual events in the area. It is a good way to get the local community together, enjoy top-notch speakers, at a very low cost.

I still need sponsors for the April 24 event. Let me know if you are interested, or if you want to recommend a company for me to contact.

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User Experience Research-Practice Interaction

Here is the presentation that I did at the Connecting Dots conference on Saturday, March 15th.

The presentation was based on the paper that I wrote for the conference, plus what I learned during the first day+ of the conference. I added and deleted things once I was there.

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UXRPI at Connecting Dots

I will be doing a presentation about user experience research-practice interaction (aka UXRPI) at the AIGA Design Educators conference Connecting Dots (March 14-15, 2014, Cincinnati, Ohio). Even though I am not a design educator, I thought it was worth proposing something to help find connections between the HCI researchers and User Experience practitioners, who I have been hanging out with, and design educators, who are asking questions about "what constitutes appropriate and effective research." And the conference is nearby, in Ohio.

Preparing for the session means writing a paper (version below) and creating a presentation (still in the works, will upload later). It was a great excuse to go back and try to make sense of the various UXRPI activities that have happened the past few years.


There are gaps between research and practice in many professions. In the area of user experience, over the past few years, various activities have tried to create interest, document the challenges, discuss the issues, and propose solutions related to this gap. The label "user experience research-practice interaction" (UXRPI) has emerged as a loose term to help connect the conversations over time and across disciplines. This paper recaps some of the major UXRPI activities to date in the hopes of adding design educators to the dialogue.


To fit in with the "Connecting Dots" theme, this paper strives to use challenges around the research-practice gap to help connect the dots across various disciplines, professional organizations, and educational efforts:

  • Disciplines: Design (graphic and communication), user experience, information architecture, human-computer interaction, interaction design.
  • Professional organizations: AIGA, UXPA, IAI, ACM SIGCHI, IxDA.
  • Educational initiatives: AIGA Design Educators, IAI teaching IA workshop, IxDA Education Summits, SIGCHI education community.

Finding the common research-practice problems and awareness of various solutions that are being tried might encourage collaboration across disciplines and professional organizations, for example.

User experience research-practitioner interaction

In the user experience world, "research" can mean many different things. In this context, we are focused on "scientific research" where we are trying to learn about how people behave and use technology in a general sense that may be applied across several contexts. Within a project, a team will also perform "user research" to help them design for their specific project. The two are related: the same methods can be used for both, but the level of rigor and focus are different. But in UXRPI, we are focused more on the academic/scientific/basic types of research, and how to improve practice based on what the research shows.

From a practitioner's point of view, one of the challenges is embodied in Steve Krug's "Religious Debates" comic in his book Don't Make Me Think. In the comic, a design team is arguing about whether or not to use pulldowns for a product menu list. One person asks "Do we know if there's any research data on pulldowns?" in order to get away from personal opinions on what the design should be. The subtitle is "Rick attempts an appeal to a higher authority....". Without any research to help the team reach a decision, two weeks pass and they start debating all over again. "Research" is often seen as that "higher authority" to guide practice.

To get into what UXRPI means a bit more, here are some questions that have been used to start a conversation about user experience research-practice interaction challenges:

  • If you are a user experience practitioner, what types of challenges do you face often that you wish you had a "scientific" answer to? Have you tried to find answers in the research literature? What roadblocks did you encounter when looking for answers? What successes have you had in taking research findings and improving your practice?
  • If you are a researcher, what is the value in engaging with practitioners? What is in it for you? Do you have any examples of success stories, where your research got better because of interactions you had with practitioners?
  • What should students of HCI, interaction design and other user experience disciplines be taught about research to better prepare themselves for the practitioner world?

The CHI 2010 workshop "Researcher-practitioner interaction" kick-started the recent set of UXRPI activities and also provided a framework to talk about the problems and opportunities.

Research challenges

HCI research culture

  • Publish for researchers, not for practitioners
  • Expanding field
  • Status within academia

Research culture

  • "Publish or perish"
  • Answers narrow questions
  • Open sharing
  • Experimentation

Gap-bridging challenges


  • Little shared language
  • Speed-of-operation differences
  • Finding each other
  • Fragmented professional organizations
  • Mapping "research answers" to "practical questions"


  • Need shared knowledge base
  • Hard to organize research for practical use
  • Multi/inter-disciplinary


  • HCI education vs. practice
  • Amateur practitioners
  • HCI education for CS (etc.) degrees
  • Training for practitioners

Practice challenges

UX practice culture

  • No time for "research": good enough
  • Rapidly evolving practice
  • Status within corporations

Corporate culture

  • "Produce or perish"
  • Wants broad answers
  • Strategic advantage
  • Fear of failure

Important aspects of the problem space:

  • There is a "pillar" of challenges associated with the research culture overall and the HCI research culture in particular. Those are on the left.
  • Similar pillar of challenges on the right: the corporate culture overall and user experience practice culture in particular.
  • It is hard to change culture. There may be some opportunities to address some of the challenges directly in each/both pillars, but be aware what you are getting yourself into if you try to tackle them.
  • There are 3 levels of bridging, across the middle: Education (fundamental training and schooling), Knowledge-sharing (helping researchers and practitioners by sharing details on a regular basis) and Communication (just making sure we can talk with each other in an intelligent way).
  • Improving simple communication between researchers and practitioners is one place to start. Sharing knowledge is harder (but has the bigger pay-off) and forming an educational foundation should lead to the ability to address deeper challenges.

Examples of specific gaps at the cultural levels:

  • Researchers are focused on openly publishing answers to narrow questions, while practitioners want broad answers, quickly, that they can apply for a strategic advantage.
  • Researchers are often focused on publishing to gain credibility with other researchers (for tenure, for example), especially for HCI, where it may not be a respected part of computer science. Practitioners are often not given the time by stakeholders (who do not value UX) to understand core principles from research, instead pressured to just do "good enough".
  • Both researchers and practitioners are having a hard time keeping up the pace of technology change and the rapidly evolving design landscape as a whole. They each have too much to learn to just keep up with their "day jobs" and no time or energy left to interact with each other.

Examples of specific challenges in "bridge building" areas of communication, knowledge and education:

  • It can be a challenge just to find the right people "on the other side": for example, locating a researcher who is studying something that a specific practitioner needs help with. When a good match is made, it can be hard for researchers and practitioners to speak the same language and to find ways to collaborate (e.g., a researcher on a several-year grant working vs. a practitioner who needs to make a decision within a few weeks).
  • At a more fundamental level, it is hard to translate "research questions" to "practical answers". Some researchers have a hard time explaining what the practical implication is of their research. Many practitioners have a hard time explaining what they really need to know (in a way that can actually be researched).
  • In this multi- and inter-disciplinary area, it is hard to build common knowledge bases that work for either researchers or practitioners, let alone something that works for both at the same time.
  • The educational setting is an ideal place to "start off on the right foot" but the rapid pace of technology, the difficulty in teaching both foundational theory and practical skills in higher education, competition from the private sector, and the disciplinary upheaval makes it difficult to accomplish basic educational goals, let alone something that is often considered a "nice to have" like having graduates who understand research.

The next sections are reviews of the challenges from various communities perspectives, along with some some of the activities they are doing to try to improve the interaction between researchers and practitioners.

Human-Computer Interaction Community

In addition to being to the host of the workshop that helped kick off the recent focus on research-practice interaction, SIGCHI has formed a community. The RPI community goals:

The Research-Practice Interaction community is a bridge between research and practice in HCI, including all flavors thereof (user experience, usability, interaction design, information architecture, etc.). We aim to promote the exchange of information between researchers and practitioners, such that research and its results are more accessible to practitioners and that practitioner information needs are conveyed to researchers.

One of the key ways that ACM SIGCHI's main conference, CHI, tried to be more relevant to practitioners was with conference communities: "They are the primary entry points and guides for researchers and practitioners new to CHI...They help attendees and authors find ways to connect with the conference more effectively". Two initial communities were "User experience" (which helped spawn UXRPI as a thread of discussion) and "Design" (which covered topics of interest to communication design).

An example of a CHI conference presentation that looked at the UXRPI issue is "Design research at CHI and its applicability to design practice" which found that only 7% of the CHI 2011 papers were oriented towards supporting design practice. Another design-focused CHI example is "Understanding interaction design practices" where it is proposed that HCI researchers do more frequent and more intensive studies of interaction design practice.

The Indiana University research program "Research into Interaction Design Practice" is very relevant to UXRPI: "how design-practitioners understand their own practice, their design process and how they evaluate, select, and adapt design methods" by doing analytical studies of HCI research results presented as "implications for design".

The role of theory and how it relates to practice was the focus of a workshop at CHI 2012.

A special interest group at CHI 2013 was focused on research practice interaction where practitioners and researchers were matched up in groups to talk about wants and needs.

For CHI 2014, communities has become "Spotlights" with "Interaction science" (PDF) one that is addressing some of the research-practice interaction issues, such as engaging researchers and practitioners in the reviewing process.

Information Architecture Community

The information architecture community started talking about the role of research in 2006 at a panel at the IA Summit. Fast's reply: "there is no discernable body of IA research". The Journal of Information Architecture has since been formed, where practice-led research was proposed.

At the 2010 IA Summit, a session about the current relationship of research and practice in information architecture had participants draw pictures on napkins to show their view of the current state. Some of the goals that emerged:

  • Build long-term relationships between researchers and practitioners, through common channels and meeting points
  • Disseminate IA-specific conversations in related communities, conferences and meetings

The IA Summit has been the host of a subsequent "Academics and Practitioners Round Table," where it was proposed that closing the gap required looking at it as both an experience design and organizational change problem. In 2014, the 2nd roundtable will focus on teaching IA.

Interaction Design Community

Ladner issued a call to action for interaction designers to figure out how they want to draw their theoretical boundaries, where they build upon the scientific tradition, and in general, what constitutes interaction design research. IxDA, the main organization for interaction designers, has not really addressed research-practice challenges directly, but some arise in the context of their "Interaction Design Education Summit" activities.

User Experience Practitioners Community

With its origins as a "practitioner spin-off" from the HCI community in 1991, the Usability Professionals' Association (now the User Experience Professionals Association) has regularly included sessions at its annual conference aimed at presenting the latest research to practitioners. One example is the "Research in Practice" tutorial by Kath Straub: an annually updated tutorial containing an informative survey of key and emerging research that will shape practice. (A sample of what is presented in the tutorial).

An example of a practitioner who struggles to make sense of the research is from UPA's Journal of Usability Studies: Problems and Joys of Reading Research Papers for Practitioner Purposes.

The Usability Body of Knowledge project is often cited as a project that would be good to help at the "knowledge" layer of the bridge between research and practice. One of the goals is "define the knowledge underlying the usability profession" and some of that knowledge is research which practitioners need to understand.

The "Toward usable usability research: Building bridges between research and practice" workshop at the UPA 2011 conference focused on defining what practitioners need.

The 2013 UXPA conference hosted a discussion to generate ideas for solutions to UXRPI challenges. The ideas were clustered around creating hubs of activity, publishing, higher education, practitioner DIY, and influencing decision makers.

Other Activities

Don Norman has argued for the need for a new discipline, "one that can translate between the abstractions of research and the practicalities of practice". Initially called "translational development" and later called "translational engineering", the term "translational entrepreneur" has also been proposed. The model is "translational science" in the healthcare industry.

A recent masters project called Smarticle focused on one specific UXRPI challenge, designing a system that makes academic work more accessible to a larger audience.

At the 2010 Internet User Experience Conference, a panel was organized to explore UXRPI, including having attendees do napkin sketching of their view of the challenges and opportunities. Some of the issues identified include: One body/two heads (drawn by a practitioner) vs. One head/two bodies (drawn by a researcher), how to do research on the practice itself, why overcoming the gap is important, and why it is so hard.

There are many more related activities: this is just a sample to help start the dialogue. Over the long term, there are other disciplines to include: human factors, industrial design, technical communication and information design, to name a few.

AIGA & Design Educators

The Connecting Dots theme of "Design educators and professionals are challenged with identifying what constitutes appropriate and effective research" fits in nicely with UXRPI problems.

For AIGA and its members overall, user experience research-practice interaction challenges are wrapped up in the larger expectations for design education. "The Disciplined Designer" covers the same overlapping-circles discussion that many other UX-related disciplines are having. A strategic proposal to "Find methods to ensure knowledge born of design research be best utilized by design practitioners" indicates there are research-practice needs coming to the forefront for the AIGA Design educators community.

Topics for Discussion

If this recap of user experience research-practice interaction workshops, discussions and initiatives has been valuable, then it should have triggered questions about what it means to design educators. No answers, just questions.

  • What other UXRPI-related challenges have already been documented by AIGA Design Educators and AIGA as a whole? What solutions to these problems have been tried (successfully or not), are in progress or have been proposed? What things is AIGA doing well that the other professional organizations can leverage?
  • What cultural gaps are the same? Which ones are unique to this design community? What cultural shifts are on the horizon that could make bridging UXRPI gaps easier in the future? What needs to be "blown up" and re-invented from scratch?
  • Which bridging challenges (communication, knowledge and especially education) are most important for this design community? Where are the bridging challenges the same and different than what has been documented here?
  • If there is some UXRPI common ground for AIGA Design Educators, then how does collaboration happen across disciplines and across professional organizations? For example, what would a combined "education summit" across disciplines look like? How do the dots get connected to help improve research-practice interaction?

Added March 11, 2014: A first draft of the slides for my presentation at the Connecting Dots conference (PDF). I am sure I will actually present something different. There are too many slides, so some will get deleted. As I attend the conference and hear others talking about the topic, I will add my notes. One of the benefits of being towards the end of the conference is that you can update your talk based on the conference discussions. One of the curses, as well.

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UX Career Development

I volunteered to be a part of the UXPA 2014 conference organizing team. I am helping Alberta Soranzo with the "Career development" topic, which means I will be part of a team that encourages submissions, manages reviews, and helps form this part of the program.

I need your help!

  1. Read over the Career Development topic description and consider submitting something. The deadline is January 31st. Note that there are many types to choose from, such as presentations, panel, posters, and tutorials.
  2. Help spread the word to others. Look for the UXCareerDev tag on social media and pass on things of interest. Contact people who you would like to hear talk about career development, and encourage them to submit.
  3. Sign up to be a reviewer. We always need more good reviewers. Deadline to sign up to review is January 24th, with reviews done from February 10th - 24th. You need to have an account in the Conference Management System to review: be sure the check "Career Development" in your profile.

Also, I have been tracking down and reading what has been written and presented over the years about User Experience Career Development, both to help me be a better reviewer and to help me find people to encourage to submit. Here is a small sample of the things I have found:

I'd love to hear about your favorites on the topic. Leave a comment here with pointers to more articles and presentations. Or send me email [keith2014 at instone dot org]. Or tweet with #UXCareerDev.

And feel free to tell me what you WANT to be a part of this topic at the UXPA 2014 conference, what UX Career Development issues and challenges you are facing today. Thanks in advance.

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