T-shaped skills save lives (and products). How and why to learn laterally for better outcomes
at UX Brighton 2022
Type
talk
Product work needs many specialists; when they stay in silos, products suffer. Bloom argues for T-shaped skills — deep expertise in one field plus enough lateral insight into neighbouring disciplines to collaborate. Using NHS multidisciplinary teamwork (where lateral learning affects patient outcomes) and her own path as a UX consultant and practising physiotherapist, she shows how knowing a little about a lot improves product outcomes, team working and careers — "T-shaped skills save lives (and products)."
People
Louise Bloom
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.
Workshop FacilitationWorkshop facilitation guides a group towards a shared outcome without imposing the facilitator’s preferred answer. Define the purpose, prepare activities and materials, and create opportunities for everyone to contribute. Combine individual thinking with discussion when helpful, listen for different perspectives and adjust the plan to the group’s needs. Record decisions and clarify who will take the next steps. Use facilitation when a team must explore a problem, generate ideas or agree actions together; successful participation matters as much as the visible workshop outputs.