Building Out a User Experience Team: Making UX Relevant Companywide

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Building out a user experience (UX) team requires collaboration, establishing best practices, recruiting talent, finding advocates, and creating an infrastructure to support UX. Our panelists share their experience of creating and managing small and large UX teams. How do you make UX relevant, and an integral part of your organization?

- Amy Cueva, Founder and Chief Experience Officer, Mad*Pow

- Bob Thomas, Manager of User Experience, Liberty Mutual

- Jennifer Fabrizi, Lead of User Experience and Design, MassMutual

- Amy Kidd, Usability Manager, MathWorks

- Chauncey Wilson, Senior Manager of AEC User Research, Autodesk

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Building Out a User Experience Team: Making UX Relevant Companywide

  1. 1. June 5, 2012Building Out a User Experience Team:Making UX Relevant Companywide Christopher LaRoche (Moderator) Amy Cueva Bob Thomas Jennifer Fabrizi Amy Kidd Chauncey Wilson
  2. 2. June 5, 2012PanelistsBuilding out a user experience (UX) team requires collaboration, establishingbest practices, recruiting talent, finding advocates, and creating aninfrastructure to support UX. Our panelists share their experience of creatingand managing small and large UX teams. How do you make UX relevant, andan integral part of your organization? Amy Cueva, Founder and Chief Experience Officer, Mad*Pow Bob Thomas, Manager of User Experience, Liberty Mutual Jennifer Fabrizi, Lead of User Experience and Design, MassMutual Amy Kidd, Usability Manager, MathWorks Chauncey Wilson, Senior Manager of AEC User Research, Autodesk
  3. 3. June 5, 2012Amy CuevaFounder and Chief Experience Officer, Mad*PowPolitical & Organizational Roadblocks Work with the business, not against it. Speak their language. What does your company value? Align. Measure. Evangelize success. Identify shared objectives with other teams. Unite. Coordinate, collaborate, communicate across silos. Every day. Make the current state clear. Make the vision clear and the steps that can be taken to get there.
  4. 4. June 5, 2012Bob ThomasManager of User Experience, Liberty MutualBuilding out a user experience team and making UXrelevant companywide require buy-in from managementand understanding the key business objectives of theorganization. I’ve found these key points helpful: Evangelizing UX to company executives is overrated. If they don’t get it, you’re in the wrong company. Get UX into the product development lifecycle as soon as possible. Hire qualified UX practitioners who can collaborate and are passionate about our profession.
  5. 5. June 5, 2012Jennifer FabriziLead of User Experience and Design, MassMutualBuilding out a user experience team and making UXrelevant companywide require: Excellent talent/skillsets Executive sponsorship • $$$ • Advocacy at senior levels • Understanding and the ability to articulate business value Open, collaborative teamwork
  6. 6. June 5, 2012Amy KiddUsability Manager, MathWorksWe all agree that having a champion or executive-levelbuy-in is important. Once you have that, what else do youneed for a successful UX team? Two things are essential: Hiring • Without the right people, a UX team cannot be successful. You need people with the right blend of UX skills, experience, and passion who also fit your company culture. Support Structures • UX teams need a framework that helps individuals support each other through knowledge sharing, design reviews, and coaching. This is critical to helping your team perform well and stay satisfied.
  7. 7. June 5, 2012Chauncey WilsonSenior Manager of AEC User Research, AutodeskAfter three decades of building and participating in thedevelopment of UX teams, I think that social psychologicalfactors are more critical than technological expertise. Social psychology is often more important for teams than technological prowess. Public relations is critical for UX team success. “Continuous improvement” should not be an idle slogan.

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