Building the UX organization – Within
High level thoughts on shaping up user experience practice
Overview / How UX effect the bottom line / Role of UX in development process / High Level approach to build the UX organization / Engaging with business
‘Every $1 invested in usability return between $10 and $100’
Research & Understanding
Research & Understanding
Lower Support cost
Improve customer satisfaction
How UX effect the bottom line
User experience drives bottom line results because it ultimately determines how much and how often your customers will buy from you, and how efficient your employees can be
UX is not just about visual dress but has a intervention at every stage of the product or solution. UX as a practise need has to be agile to stay be relevant and to successfully . So at different level of product / solution development, appropriate user experience service intervention is required to deliver value to the business.
Included below is a quick list of user experiences services – mapped at a high level to the different stages of product / solution development.
User & biz requirements User research Competition research Stake holder interview UX audit Heuristic evaluation
Define objective / vision Personas Scenarios Task analysis Wireframes IA & specs User interaction maps Concept model prototype Customer experience map
Role of UX in development process
User Experience Consultancy
Build the skill competency
•Understand people and their skill both system and people skills
•Prepare the skill matrix to understand and identify skill gaps
•Plan to build the organizational skill (internal, external training, lateral hiring)
•Define career paths and knowledge sharing modalities Refine and define the processes
•Understand the existing ux and design processes, fine tune the same wherever required.
•Document these processes and create a central repository with accessibility to this pool Institutionalize UX practice
•Understand the financial domain and the nature and diversity of the clients
•Dedicate resource to build understanding and expertise around client and financial domain (banking, insurance, )
•Groom leader / SME for each of the sub-practice of ux (User research, IA, visual, interaction…) Connect with industry
•Collaborate with the practitioners – UX labs, HFI, IIT-Design
•Organize or participate in industry seminars to identify industry best practise and engage peers for knowledge sharing
High level approach to build the UX organization
Define the portfolio of ux services
Identify accounts – loyal client, mega & gamma accounts and project / products with intensive user interactions
Have case studies, POC account and the literature that demonstrate the value ux can create for clients
Identify ‘experience gaps’ and opportunities with client and project, pitch ux service that can create demonstrable value
Develop vertical / account specific expertise
Building the UX Practice
Engaging with Business
To start engaging with the business and gain visibility, user experience organization to be proactive – rather than reactive. The unified UX vision would ensures that there are clear defined drivers of growth and model of engagement with account, clients and internal stakeholders. Gathering understanding of business, user needs to map the appropriate user experience service to the business opportunity.
Thank You Nazim Iqbal email: firstname.lastname@example.org mob: +91-9818303131
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