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Prikvačeni tweet
Super excited to say that I am unhurriedly looking for my next work opportunity. (Plz RT!) I am a Head of/Director level design and product human. I build awesome inclusive teams that deliver measurable outcomes. A mini cv thread:
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Lily Dart proslijedio/la je Tweet
The Accessibility Guidelines Working Group is ready to rename Silver, the next generation of
#a11y guidelines to eventually replace WCAG (because it’s more than just the Web now). I vote for “DIGG” (Digital Accessibility Global Guidelines). And you? How would you rename WCAG?Hvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
Lily Dart proslijedio/la je Tweet
this.
We thought is necessary to clearly define what we consider a Design System. For us it must include Design, Documentation & Code.
Anything less and we don’t consider it a Design System.https://twitter.com/lily_dart/status/1224264398774161408 …Hvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
Lily Dart proslijedio/la je Tweet
I think design tools need to hear this message more that anyone. Calling the part of your product that generates design docs a design system is not helpful.https://twitter.com/lily_dart/status/1224264398774161408 …
Hvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
Lily Dart proslijedio/la je Tweet
"UX trends" doesn't mean anything. You are literally writing "user experience trends" there's no trends in user experience, there's experience, habits, mental models, expectations, etc. There's interface trends, patterns that become a trend, technologies, methods, tools maybe.
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#Designsystems are a step change in how we contribute to the creation of products and services as#designers. They are about collaboration, the design community doesn't own them alone. So, hold onto that progress rather than co-opting the term to rename design-only practices.Prikaži ovu nitHvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
"But Lily, this feels like gatekeeping
. Why are you nitpicking terms like this?"
It's important because documentation on its own doesn't ensure our customers will see what we've designed. Only code can do that.
We shouldn't see code or collaboration with devs as optional.Prikaži ovu nitHvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
A
#designsystem needs to involve every skill you need to design and deliver the front end of your product or service. That's research, content, UI, UX and developers. Design documentation is an awesome achievement, but it doesn't deliver anything to customers on its own.Prikaži ovu nitHvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
Morning! Quick reminder that if your
#designsystem doesn't include code it's actually#design documentation. Your documentation might describe your visual language (which is a system of sorts), but a#designsystem is both documentation *and* tooling to deliver that language.Prikaži ovu nitHvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
Lily Dart proslijedio/la je Tweet
Say it with me: design research should never be about *validation*. It's always about *evaluation*.
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Recommended, go get in touch!https://twitter.com/BenHolliday/status/1222938876249092098 …
Hvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
Lily Dart proslijedio/la je Tweet
I’m doing a talk in the summer called “minimum viable content”. I know what I think minimum viable content is. But I’d love to hear what you think it is. Tell me here here, or DM me. RTs appreciated!
#ContentDesignHvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
In case you missed it yesterday, my (long) thread on leading and lagging
#metrics. I know plenty of people in#ux and#servicedesign who haven't been taught the groundwork for understanding metrics. Leading/lagging is a key part of that groundwork, if thats you.https://twitter.com/lily_dart/status/1222472617850023939 …Hvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
This whole thread is amazing but I particularly want to draw attention to this point. I wouldn't be where or who I am without
#chronicillness. The fact I have that experience means I add value, so being defined by it is not a negative thing.https://twitter.com/beingcindy/status/1222222602678108160 …Hvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
Lily Dart proslijedio/la je Tweet
What a great job, I am jealous of whoever you recruit
@areaweb!#designSystems#uijobshttps://twitter.com/areaweb/status/1222476192995061761 …Hvala. Twitter će to iskoristiti za poboljšanje vaše vremenske crte. PoništiPoništi -
TLDR: - Understand what is a leading or lagging metric is for the system you are working with - Don't try to influence lagging metrics or you will break another part of your system - Most helpdesks need to measure customer satisfaction as their key focus
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E.g. as described above, speed of resolution is a lagging metric for complexity. Speed also is responsible for satisfaction in some cases (e.g. a severe problem), so it becomes a leading metric there.
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In order to influence satisfaction or any other lagging metric in a system, you have to identify those leading metrics. And just to be confusing, a metric might be both lagging and leading depending on the framing by which you look at it.
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Speed of resolution might be a leading influence on satisfaction but on its own it's not a reliable predictor. Complexity, severity, keeping the customer informed and updated - they all play a part as leading metrics.
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In this case, customer satisfaction is your lagging metric. Because beyond actually fixing stuff, it's the real output of the helpdesk/service desk system: keeping customers happy and trusting in your services.
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For a helpdesk or service desk, customer satisfaction is generally the most important measure too. If you close a ticket quickly but you don't really fix the problem, the customer will be annoyed. Take a week to solve a non-urgent issue, the customer might be happy with that.
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