The design secrets behind Slack’s amazing success

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Tina Chen, Design Lead at Slack, takes us behind the scenes to share the design processes at Slack. She’ll talk about what it's like to design at a company that’s growing rapidly, and walk us through a recent project that gave apps and bots the ability to interact more closely with users. We’ll also have a Q&A session with Tina after her presentation.

The design secrets behind
Slack’s amazing success
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Tina Chen
!
Design Lead, Slack

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Agenda
•  Welcome
•  Product Process at Slack
•  Design Process at Slack
•  Building Message Buttons
•  Q&A
Adam Rector
Webinar Manager, UserTesting
@iamadamrector
Tina Chen
Design Lead, Slack
@meowr
#UTwebinar

8!
!
Tina Chen
Design Lead, Slack
!
#UTwebinar
Tina Chen manages the platform design team at Slack. She studied Symbolic Systems at
Stanford and went on to become a Senior UX Designer at Google. She then joined Medium
as a Product Designer before coming onboard at Slack as a Design Lead. Tina is a full-
spectrum designer, covering everything from product strategy, interaction design,
prototyping, to branding and visuals. She is deeply interested in understanding people's
perspectives and motivations and designing the best products and experiences for them.
@meowr

Launch Review
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Iterate and Prototype
Discover and Scope

Build, Reﬁne, and Launch
Iterate and Prototype
Discover and Scope

Consider all platforms
Prototype and use internally
Build in craftsmanship best practices
Things we’ve learned

Pair designers on teams
1:1 and team studio time
Weekly design critiques
Slack: discussion, sharing, standup
Design Collaboration

The design secrets behind Slack’s amazing success

What work could happen in Slack?
What could the user experience be?
What should we build ﬁrst?
Discover and Scope

Refreshing attachments
Main workﬂows
Building blocks <-> apps
Iterate and Prototype

Internal testing
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Best practices and guidelines
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Customer experiences are increasingly complicated with multiple channels, touch points, contexts, and moving parts all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? In this webinar and accompanying Q&A, you will learn emerging practices at the intersection of design strategy, design research, and service design that help organizations create products and services that deliver sustainable value. We are excited to have guest speaker, Patrick Quattlebaum (PQ) joining us. Patrick is the co-founder and Chief Customer Officer at Harmonic Design. He’s passionate about bringing creativity and humanity to problem-solving. He is also the co-author of Orchestrating Experiences: Collaborative Design for Complexity. Joining Patrick, we have UserTesting’s own Director of Strategic Research Services, Lija Hogan.

Creating great customer journeys through customer interviews: Real-world advi...

UserTesting

Buying a car is one of the most complex customer journeys on earth. From deciphering needs and wants to determining a budget to the actual purchase itself, consumers have a myriad of choices and little reliable information to guide them. Bradley Miller, Sr. UX Researcher at Autotrader, will describe how he used UserTesting’s Live Conversation to understand the complex and exhausting process of purchasing a car, and how he used those findings to help his company improve its customer journey. In this webinar, you’ll learn: How to use ethnographic interviews to get customers to open up about their thinking and the purchasing process How to use that information to bust customer myths within your organization Tips and tricks on how to get the most from live interviews

The Streaming Media CX Index: What customers expect from SVOD experiences

UserTesting

With 22 million people in the U.S. “cutting the cord,” traditional one-size-fits-all approaches to media and entertainment must change rapidly to meet and exceed the evolving expectations of savvy consumers. The subscription video on-demand (SVOD) era puts customers in the driver’s seat, cementing the customer experience (CX) as the main differentiator on which all services must compete. In this webinar, Steve Ricken, Ph.D, UX researcher at UserTesting and UserTesting’s VP Product Marketing, Michael Mace will present the findings from UserTesting’s competitive benchmarking study of the top five SVOD apps: Netflix, HBO Now, Amazon Prime, Hulu, and YouTube TV, uncovering three keys to dominating the next generation of great streaming media experiences. In this webinar, you’ll learn: How the 5 SVOD companies measure against each other Which features create frictionless viewing How a variety of content can be a key differentiator How relevant content recommendations keep customers coming back

Three Ways Fast Human Insight is Revolutionizing Marketing

UserTesting

The time pressure on marketers is relentless. You need to be sure your projects resonate with customers, but often you don't have time for conventional market research studies. Many marketers are using fast user studies to validate their ideas in a few hours. The studies eliminate guesswork, and they give persuasive videos of customer reactions to help educate the company. In this free webinar, Michael Mace, UserTesting's VP of Product Marketing, will describe how fast human insight is revolutionizing agile marketing. Find out how marketing teams are using human insight to perfect their customer experience in real time. You'll learn how marketing teams: Get customer reactions to messages and content in just hours Quickly explore customer lifestyles and attitudes Understand and perfect the customer journey Including sample videos and real-world usage examples, this webinar will teach you everything you need to start applying fast human insight to your daily marketing decisions.

3 Digital Transformation Strategies Driving CX

UserTesting

The document discusses three techniques used by Prudential to drive digital transformation: 1) Get Strategic using the Three Boxes/Three Horizons framework to balance short, mid, and long-term goals; 2) Design Sprint to collaboratively test bold ideas through prototyping over 5 days; and 3) Lean UX to embrace agility through hypotheses, minimum viable products, and experimentation. Real-world examples are provided for each technique. The overall goal is to adopt a strategic and collaborative approach to innovation through testing ideas quickly and responding to results.

CX goes mainstream: Five trends driving the future of CX

UserTesting

Our fifth annual Customer Experience (CX) Industry Survey asked 3,900 professionals across a wide variety of industries how their organizations are managing customer experience and conducting CX research. The responses show that we're in the midst of a sea of change. Optimizing and integrating every customer touchpoint has transitioned from being a cutting-edge advantage to a necessary part of doing business. In this webinar, Michael Mace, UserTesting's VP of Product Insights, presents the key results from the 2018 Survey Report. Find out how companies around the world are approaching managing CX. You'll learn: The hottest trends in CX The importance of CX to your company's success Which departments typically drive customer experience How spending on CX and design is changing Are companies putting too much weight on analytics and A/B tests?

How human insights focused organizations become CX leaders

UserTesting

This document discusses how human insights focused organizations become customer experience (CX) leaders. It argues that embracing qualitative research methods ("thick data") and promoting a research mindset throughout the organization allows companies to better understand customers. This helps drive more customer-centric strategic decisions and product design. While qualitative research can provide valuable insights, tools like UserTesting make it easier for more roles beyond just researchers to gather feedback and insights directly from customers. This "democratization" of research allows researchers to focus on higher-level strategic questions while still maintaining data quality. Overall, taking a more human insights led approach helps companies make better informed decisions that improve the customer experience.

The Banking Mobile CX Index: Insights to improve the mobile banking experience

UserTesting

This document summarizes the findings of a study comparing the mobile banking experiences of Bank of America, Chase, and Wells Fargo. Key findings include: 1. Transferring money between accounts was the easiest task for all banks. Bank of America had the highest overall ratings. 2. Setting fraud alerts was the most difficult task, with options hard to find on some apps. This represents a big opportunity for improvement. 3. While all apps were rated highly for aesthetics, delighting users by exceeding expectations remains a challenge. 4. Individual bank strengths included Bank of America's speed and Chase's branding. Not providing statements in the Wells Fargo app significantly lowered ratings.

Nordstrom Rack | Hautelook: Building a Customer-Centered Culture

UserTesting

Nordstrom Rack | Hautelook (NRHL), a Nordstrom Company, empowers shoppers through choice and discovery of fashion at great prices. NRHL serves customers with a large selection of merchandise in over 200 Nordstrom Rack stores nationwide, on the web, and through the NRHL mobile app. The UX team supports mobile, web and omni-channel initiatives and has been tasked to implement a customer-centered culture to create a seamless experience for its customers across all touchpoints. In this webinar, Sherlyn Soo, Lead UX and Jessica Munoz-Miller, Sr. UX Researcher cover how UX has evolved at NRHL from infancy to its current state, including the journey of proving the business case for a UX team and research resources. Sherlyn and Jessica will discuss how simple UX research tools and strategies have driven cultural change within the organization of NHRL and improved digital products and experiences for customers across channels. You'll learn: - Challenges of building a user-centric culture - How NRHL leverages UserTesting and other research tools to drive ROI - How to make the voice of the customer a priority when faced with limited resources

Insights on 2017 cx trends and 2018 predictions webinar

UserTesting

In this webinar, Stephen Fleming-Prot, Senior UX Researcher reviews some of the CX trends we saw in 2017 and how they can inform your 2018 research plans. Steve will discuss how different organizational teams are discovering more research options, working better together, and leveraging cutting-edge technologies to make customer experiences better than ever. You'll learn: - How to apply a range of research techniques to get the human insights you need - How more devices means more customer touch points, which means more research is needed - How human insights are a critical consideration when integrating AI into design

Live Conversation: Cut your customer interview costs by up to 90%

UserTesting

Companies that use Live Conversation for customer interviews are finding out that they can achieve much more—and spend a lot less. You'll learn: - How to easily conduct interviews across the nation without ever leaving your office - Cut your interview costs by up to 90% - Reduce the time needed to schedule and recruit interviews by as much as 80% Get more done for less money, and do it faster. In this webinar, Janelle Estes, UserTesting's VP of Solutions Consulting, will take you through the math and share real-world details on how you can calculate the savings for yourself. We’ll also share stories from customers using Live Conversation showing how it’s helping their businesses today, and give you their tips and tricks on how to get the most from the product.

Introducing Live Conversation | Human Insight on Demand

UserTesting

Uncovering Need and Validating Ideas with UserTesting by Marieke McCloskey

UserTesting

To build a successful product, a good idea and a skilled team are not enough. You also need to validate your product ideas with your target market. In this webinar, Marieke McCloskey, Director of Research at UserTesting, shares advice on how to build products that people love by spending time in the product discovery phase understanding who your users are, what they need, and how they might use and react to your product. Marieke shares fast and practical ways to understand your customers and validate design concepts through remote research. She also covers the impact of getting early feedback on product ideas and then continuously testing your prototypes.

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Mastering Web Design: Essential Principles and Techniques for Modern Websites

webOdoctor Inc

Dive into the dynamic world of web design with our comprehensive guide that covers everything from foundational principles to advanced techniques. Whether you're a beginner looking to understand the basics or a seasoned designer aiming to refine your skills, this article offers invaluable insights. Explore topics such as responsive design, user experience (UX) optimization, color theory, typography essentials, and the latest trends shaping the digital landscape. Gain practical knowledge and actionable tips to create visually appealing, functional, and user-friendly websites that stand out in today's competitive online environment. Perfect for designers, developers, and anyone passionate about crafting compelling web experiences, this guide equips you with the tools needed to elevate your web design proficiency to new heights.

AI Explanations as Two-Way Experiences, Led by Users

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In human communication, explanations serve to increase understanding, overcome communication barriers, and build trust. They are, in most cases, dialogues. In computer science, AI explanations (“XAI”) map how an AI system expresses underlying logic, algorithmic processing, and data sources that make up its outputs. One-way communication. How do we craft designs that "explain" concepts and respond to users’ intent? Can AI identify, elicit and apply relevant user contexts, to help us understand AI outputs? How do explanations become two-way? We must create experiences with systems that will be required to respect user needs and dynamically explain logic and seek understanding. This is a significant challenge that, at its heart, needs UX leadership. The safety, trust, and understandability of systems we design hinge on the way we craft models for explanation.

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Exploring Writer's Studio Interior Design: A Prototype Case Study

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This PowerPoint presentation delves into a comprehensive case study and prototype study of a Writer's Studio, focusing on understanding the psychology of the writer through the spaces they use. The study emphasizes the innovative concepts of flexibility and small space optimization tailored specifically for the creative process. By analyzing the spatial dynamics, ergonomic considerations, and aesthetic choices within the studio, the presentation aims to uncover how environment influences creativity and productivity. Through detailed examination and visual documentation, it explores various design strategies employed to enhance functionality without compromising on comfort and inspiration. This presentation is ideal for architects, interior designers, and anyone interested in the intersection of psychology, design, and creative workspaces. It offers insights into designing spaces that foster concentration, creativity, and overall well-being for individuals engaged in intensive writing and creative endeavors.

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The design secrets behind Slack’s amazing success

1. The design secrets behind Slack’s amazing success #Utwebinar @UserTesting Tina Chen ! Design Lead, Slack

2. UserTesting’s on demand customer insights platform enables companies to create powerful products and exceptional customer experiences. #UTwebinar

3. We Partner With Thousands Of Customers #UTwebinar

4. Across All Platforms, At All Stages Of Development Watch customers interact with: DESKTOP SMARTPHONE TABLET WEBSITES APPS & PROGRAMS PROTOTYPES & WIREFRAMES SURVEYS PHYSICAL PRODUCTS Anywhere people interact with your brand: AT HOME AT A STORE ON THE GO On any pla6orm or device: #UTwebinar

5. Traditional Testing 2 to 3 Weeks 2 to 3 Weeks1 Week ! Results In Hours, Not Weeks. Save Time. Save Money. Plan & Recruit Run Study Analyze Data & Write Report 1 Day1 Day Analyze Data & Iterate Plan, Recruit & Run Study Within Sprint 2 Days 4-7 Weeks #UTwebinar

6. Agenda •  Welcome •  Product Process at Slack •  Design Process at Slack •  Building Message Buttons •  Q&A Adam Rector Webinar Manager, UserTesting @iamadamrector Tina Chen Design Lead, Slack @meowr #UTwebinar

7. 8! ! Tina Chen Design Lead, Slack ! #UTwebinar Tina Chen manages the platform design team at Slack. She studied Symbolic Systems at Stanford and went on to become a Senior UX Designer at Google. She then joined Medium as a Product Designer before coming onboard at Slack as a Design Lead. Tina is a full- spectrum designer, covering everything from product strategy, interaction design, prototyping, to branding and visuals. She is deeply interested in understanding people's perspectives and motivations and designing the best products and experiences for them. @meowr

8. Tina Chen Design at Slack

9. About me

10. Product Process at Slack

11. Small Team

12. Growing Team

13. Product Workshop

14. Product Workshop Design Workshop

15. Launch Review Product Workshop Design Workshop

16. Design Process at Slack

17. Discover and Scope

18. Iterate and Prototype Discover and Scope

19. Build, Reﬁne, and Launch Iterate and Prototype Discover and Scope

20. Consider all platforms Prototype and use internally Build in craftsmanship best practices Things we’ve learned

21. Pair designers on teams 1:1 and team studio time Weekly design critiques Slack: discussion, sharing, standup Design Collaboration

22. User empathy Voice and brand Doing the right thing for users Craftsmanship Building a product users love

23. Building Message Buttons

25. What work could happen in Slack? What could the user experience be? What should we build ﬁrst? Discover and Scope

26. Refreshing attachments Main workﬂows Building blocks <-> apps Iterate and Prototype

27. Internal testing Working with launch partners Best practices and guidelines Build, Reﬁne, and Launch

28. @meowr Thanks.

29. Questions & Answers ! Q A #UTwebinar

The design secrets behind Slack’s amazing success

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