We are all human
Our users are humans, and so are we
Inspired by some of the heartbreaking, challenging and thought-provoking stories I read on World Mental Health Day, here’s a breakdown of one of the themes that emerged from the conferences I attended this summer: UX Scotland, IWMW and UX Week (the latter funded by a UCISA bursary).
These were my takeaways from the talks, case studies and throw-away lines that tugged at my heartstrings, and reminded me that before we can truly take care of our users, we need to take care of ourselves, and each other.
Know yourself and own it
“Introverts are ace”
Half way through opening IWMW with her talk 10 Things I Wish I’d Known Earlier (In My Career), Alison Kerwin blew me away. Her voice cracking, she confessed to just how difficult and uncomfortable it was for her to stand up in front of us and talk. But here she was doing it anyway, and she’d done it hundreds of times before.
Her experiences were so much like mine it was uncanny: she’d faced crippling social anxiety, low self-esteem and depression; she was convinced there was something fundamentally wrong with her, and embarrassed by that, so the whole thing became self-perpetuating. She’d rarely dare speak up in meetings, so how did she transform herself into an articulate public speaker, and become Head of Digital then Head of Marketing?
The answer: someone believed in her enough to send her on a leadership course, where she learned from a speaker she respected and admired that he also struggled with nerves EVERY TIME: turns out his distinctive relaxed-but-confident pose was actually his way of dealing with the discomfort and getting through his talks.
Alison took this revelation as evidence that, while it wouldn’t get easier, she too could find ways to put herself across clearly and inspire an audience. That self-belief led her to success.
I took 3 lessons from this:
- Believe in your introverted colleagues: shy-and-quiet doesn’t mean nothing-to-say.
- There’s value in being able to recognise yourself in others you admire and are inspired by, so look for it and be open to it.
- There’s value in openness: share your struggles and you will inspire others.
“For those of you that are introverts, I’ll not see you in the bar later!”
“Humans are cursed with human brains”
When stress overloads the human brain it can become “deeply focussed, to the point of distraction” and reverts to pattern-seeking behaviour, as Laura E. Hall explained in her UX Week talk on Caring for Players in Real World Spaces and Beyond (which I briefly covered).
As designers, if we observe our users enough we can predict their stressors and mitigate them. And if we listen to them enough we can come to understand their behaviour and design for it.
It’s the same in self-care, with mindfulness — thinking about our thinking — as the key. Whether we’re intro-, extra- or ambiverts, and whether or not we’re also affected by poor mental health, the more we develop our self-awareness, and the more objectively we review and reflect on our actions, their causes and their outcomes, the less our brains can hijack us.
The problem of perfectionism
“It’s good to have ideals, but don’t be an idealist”
This was no. 4 in Alison Kerwin’s 10 Things. Working in digital, we have access to an enormous amount of user data that isn’t available in other areas. Understanding this data helps us identify problems and what we might do to fix them BUT it’s just as important to understand the politics of our organisations and the interweaving priorities of our stakeholders.
For our sanity’s sake, we have to accept that we can’t fix everything. Instead we must be pragmatic and learn when to push and when to let things go.
“You will make mistakes”
And that’s fine, as Andrew Millar made clear in his IWMW talk Stress…and what to do when everything starts falling apart. He pointed out that, whether the drive to achieve perfection is internally generated or the result of external pressure, the very concept of perfection is an illusion anyway.
Book-ending his moving personal story of learning to cope with a panic disorder, Andrew called for a culture change. There’s a lot we can do for ourselves, and for each other as teammates and managers, but employers must also take active steps to tackle work-related stress and its underlying causes.
Beating imposter syndrome
Award-winning Hollywood Production Designer Hannah Beachler gave the opening keynote at UX Week. Hannah was headhunted by director Ryan Coogler to bring to life the Afro-futuristic nation of Wakanda for Marvel’s Black Panther. The $200 million movie was of course wildly successful, not least because of the entire civilisation she built, that persists in imagination beyond the edge of the screen.
How could someone who moves in those kinds of circles, and whose work is sought after and celebrated by so many people possibly doubt herself? But she did, and she talked inspiringly about faking it ’til she made it.
Meanwhile, another great point from Andrew Millar’s IWMW talk on Stress highlighted the importance of both getting and giving an outside perspective: so that’s another vote for keeping yourself open to favourable comparison with your heroes, and for sharing your truth.
As for me, I’ve previously written about my in-the-moment tactics for beating imposter syndrome. I’m less affected by that now but still an introvert so, while keeping an eye on my energy levels and letting myself flop when necessary, I actively look for ways to trick myself into socialising.
For example at UX Week, where delegates get a notebook with a blank cover and there are prizes for the best designs, I decided to crowd-source mine by asking at least 20 random people to draw me a dog 🐕 It was a great conversation starter and I ended up with 27 dogs, a load more friends and contacts, and a runner’s-up prize — woot!
- Know yourself and own it
- Accept that perfection doesn’t exist
- Share and share and keep sharing
- We are all human
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