This document discusses why companies should build a UX team. It notes that companies that invest in UX see lower customer acquisition costs, lower support costs, increased customer retention, and increased market share. Building a UX team can help put user experience at the heart of a company's strategy, set a vision for customer experience, and embed user insights into decision-making. The document recommends building design capability within the company by investing in UX to put the customer at the heart of interactions.

1. Why you should
build a UX team
Jesmond Allen @jesmond

2. Yay!
UX is having its day

3. “Customer value
= business
value
Jeff Gothelf,
Co-author Lean UX

4. “Good user experience is clearly
good for business. Studies show
that companies that invest in UX
see a lower cost of customer
acquisition, lower support costs,
increased customer retention
and increased market share…
Forbes.com
UX is Good for Business, Nov 2015

6. “Digital transformation is
about moving from
organization-centric to
customer-centric
Gerry McGovern
CEO, Customer Carewords
Author,Transform: A rebel's guide for
digital transformation

8. “We need partners
to work with us,
not for us
Tracy Dodds
Head of Digital Services
Bristol City Council

9. Business drivers

10. Image: Jackie O https://flic.kr/p/9dbkFg
1Customer expectations

11. “An internal team that lives
and breathes the
organisation are much
better set up to respond to
shifting business and user
priorities
Ben Whitehouse
Head of Web, JISC

12. 2Brand

13. “Branding is what
people say about you
when you are not in
the room
Jeff Bezos
Founder & CEO
Amazon

14. “The digital estate
is the brand
offering
Matt Hall
Head of UX and Digital Delivery
Nationwide Building Society

15. Image: Keith Cooper https://flic.kr/p/dK2oa7
3Cost

16. konceptapp.com/blog/2015/12/03/how-much-would-you-pay-to-save-a-product-with-bad-UX/

17. 4Intellectual property

18. “Outsourcing user
research is like
outsourcing your
vacation
Jared Spool
CEO/Founding Principal
User Interface Engineering

19. Image: https://pixabay.com/photo-1285364/
Bringing UX in-house

20. 1
Image: https://www.flickr.com/photos/upnorthmemories/2228550404
Put user experience at the
heart of your company
strategy

21. Set a vision for customer
experience
www.gov.uk/design-principles

22. Embed user insights into
your decision-making

23. Move from individual touch-points
to considering the whole journey

24. 2Build design capability

25. “You have to invest in UX
in order to put the
customer at the heart of
the interaction
Jennie Blythe
Head of Ecommerce and Customer
Service
Whistles

26. http://www.meldstudios.com.au/2016/08/09/how-our-skills-matrix-supports-candid-conversations-with-staff/

32. Image: https://commons.wikimedia.org/wiki/File%3ASimple_balance_scales-01.jpg
Customer
expectations
Brand
Cost
Intellectual
property

33. Image: https://flic.kr/p/e5Z6Mr
UX
capability
Company
strategy
UX vision
Omni-channel
journeys
Digital brand Multi-disciplinary
teams
User-centred design
processes

34. Better promise, more value
Image: Stuart Tayler and live|work

35. Jesmond Allen
UX Consultant
jesmond@jesmondallen.co.uk
uk.linkedin.com/in/jesmondallen
www.slideshare.net/JesmondAllen
Any questions?