How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan
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Transcript of How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan
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Webinar:
How to Improve Your Company’s UX Capabilities:Let Your Methods Drive Your Plan
Jeff Horvath, Principal at Balanced Experience
#uzwebinar
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Jeff Horvath, Ph.D.Principal,
Balanced Experience
Speaker:
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Meet UserZoom
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All-in-One Software Solution to Cost-effectively Measure the Digital Customer Experience and
Conduct Remote User Testing
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Meet UserZoom
• Increase conversion rates by conducting cost-effective UX
research, remote usability testing and voice of the customer
studies
• Test any web-based products (live or prototype) and mobile
apps, on a unified software platform.
• Founded in 2007; launched SaaS platform in 2009
• Our mission: To go beyond the Lab!
• International company: Silicon Valley, Spain, U.K., Germany
• > 200 Enterprise customers, 50% of Fortune’s Most Admired Brands
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Highlighted Customers
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Why is UserZoom Unique?
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1) Cost-effective• No moderation needed• Automated data analysis
2) Agile & Efficient• Build studies and gather
feedback in days
3) Qual + Quant• Success rates, time on task,
behavior, video, audio, heatmaps, verbatims, dendrograms, etc.
4) Easy Recruiting • Geographic representation• No travel needed
5) Feature Rich• More flexible,
customizable, robust, versitile than others
6) Team & Service• Hands-on, highly
experienced Customer Success Team
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• Chat box is available if you have any questions
• There will be time for Q&A at the end
• We will be recording the webinar for future viewing
• All attendees will receive a copy of the slides/recording
• Twitter hashtag: #uzwebinar
Quick Housekeeping
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Agenda
1. UX as a strategic differentiator2. What every CEO is trying to figure out - HOW to
make UX a differentiator3. Strategies are important, but you need to get
work done - start by defining your UX methodology
4. Key elements to consider when defining your methodology and how it fits in– Methods drive the plan - staffing models, tools, training
plan, etc.
5. The Three Levels of UX organizational change - methods, processes, change management
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Business Value of UX
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UX is a Top Priority
April 2012 “The State Of Customer Experience, 2012 ”
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UX as Strategic Differentiator
April 2012 “The State Of Customer Experience, 2012 ”
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UX Strategy
J. Garrett - The Elements of User Experience: User-Centered Design for the Web (2002)
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Strategy – too abstract
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Three Layers
Methods
Processes
OrgChange
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Three Layers
Methods
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Start with Methodology
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You’ve got to fit in
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Connect with existing methods
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Roles & Responsibilities
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UX RACI Model
RACI Group
Responsible UX team
Accountable Product Manager
Consulted Software Development, Creative
Informed Product Manager, BA, PM, Software, Marketing, Quality Assurance
Example: Formative UX Test
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One Size Does Not Fit All
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Different Methods for Different Situations
Enterprise Big Project Small/Maintenance
UX Team Role • Own and execute all key UX activities
• Review and approve all key UX activities
• Provide tools and resources
• Available for consultation
Methods Used • All core methods• Select
optional/advanced methods
• All core methods • All core methods
Tools
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Staffing Models
10%…of work load…of head count…of development budget
How much?
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Staffing Model
What kind?Customer Experience
Team
UX SMEs
Long-termProject Support Team Day-to-Day(co-located)(remote or co-located)
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Training & Mentoring
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Tools
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Three Layers
Methods
Processes
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Now what?
…Now you know how to do great UX work.
So what?
Who decides what work to do? In what order?What’s the time? Budget? Prioritization?
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ProcessesIdea
Evaluation UX research required? Yes
Use existing solution?
No
Yes
NoNew Solution
No
Prioritization– Estimates, Business Requirements, UX Methods / Resources
Type
of p
roje
ctAppropriate UX
Methods
Informed Decisions
Day-to-Day Day-to-Day(non-technical)
SDLC – Small / Enhancement SDLC - Strategic
New solution fits with existing framework?
Requires code change?
No
Yes
Yes
Low HighUX Involvement
UX
UX
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Three Layers
Methods
Processes
OrgChange
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Now what?
…So now you you know what work do and how to do it.
So what?
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Org Change
• It’s unlikely that you’ll drastically change the DNA of your organization over night.
• But, there are some common steps you can follow to begin the journey.
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Pilot Your Methods
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Develop a Roll Out Plan
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Find Some Friends
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Have a Sponsor
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Become Part of the DNA
UX
UXUX
UX
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Three Layers
Methods
Processes
OrgChange
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Thank You
Contact Us
Jeff Horvath, [email protected]
UserZoomwww.userzoom.com866.599.1550
Twitter: @userzoomLinkedin: https://www.linkedin.com/company/userzoom