ux maturity models
TRANSCRIPT
UX Maturity Models
Strategic User
Experience Design
Tom Callaghan
UX
User Experience Designhellip the Missing Ingredient
Agenda
What is User Experience (UX)
UX Maturity Models
General Challenges
Solutions
mdash UX maturity assessment UX Community services
portfolio standards infrastructure
References
mdash UX Maturity Model Strategic UX UX Marketing UX ROI
2
What is User Experience (UX)
Involve users in the development process through natural
checkpoints and usable artifacts
Usability User Centered Design (UCD) Human Factors HCI
A profession with a broad skill set Information architecture interaction design testing amp experimental
design graphic design human-computer interaction human factors
training facilitation modeling amp prototyping project management
marketing contextual ethnographic inquiry research listening
empathy standards copy editing vendor management business analysis
consulting ergonomics anthropometry physiology surveys
hellipwith standards Human-Centered Design Process (ISO 13407)
Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Web Accessibility Initiative of the W3C (WAI)
hellipand professional societies certification and accreditation Usability Professionalsrsquo Association Human Factors amp Ergonomics Society
ACM SIGCHI (Special Interest Group for Computer-Human Interaction)
Board of Certification in Professional Ergonomics (BCPEorg)
Accredited college programs (httpwwwhfesorgwebStudentsgrad_programshtml)
More to UX than meets the eye Iceberg duck amp cabinet analogies
3
UX Maturity Model Hold Up the UX Mirror to Ourselves
4
Use models to define where your organizationrsquos user experience maturity is benchmark
against your competitors then define and reach the next level
Clarice Starling ldquoYou see a lot Doctor But are you strong enough to point that high-
powered perception at yourself What about it Why dont you - why dont you look at
yourself and write down what you see Or maybe youre afraid tordquo
User Experience Maturity Models
Jakob Neilson (Neilson Norman Group) [8 steps]
mdash Timing and path for moving from one step to another
Eric Schaefer (Human Factors International) [5 steps]
mdash Survey of UX organizations
Jonathon Earthy (European Usability Support Centres) [6 steps with sub steps]
mdash A mature organization is human centered in both its internal function and its product design
Renato Feijorsquo (ldquoJohnny Hollandrdquo) [6 steps]
mdash Approach UX Strategy from the organizational level not the project level
Tomer Sharon (Google) [2 x 2 matrix]
mdash Advice to UX professionals on staying at a company based on staffing and organizational buy-in
Sean Van Tyne (FICO) [5 steps]
mdash Organizations have a user experience regardless if the organization is consciously managing it
Timo Jokela (Helsinki University) [6 steps]
mdash Guide in selecting user experience process improvement strategies
Jeremy Ashley and Kristin Desmond (Oracle) [6 steps with sub steps]
mdash Case study of the design of an enterprise application suite and the UX organization around it
National University Ireland UX Capability Maturity Framework (David Sward and Gavin Macarthur)
mdash Measures UXD across user-centric processes staffing and training organizational alignment management
commitment strategy and visioning
5
Each one has a little something different to offer
Jakob Neilson (Neilson Norman Group)
Stage 1 Hostility Toward Usability
mdash Developers simply dont want to hear about users or their needs their only goal is to build features and make
them work on the computer
Stage 2 Developer-Centered Usability
mdash Design team relies on its own intuition about what constitutes good usability
Stage 3 Skunkworks Usability
mdash Despite all barriers a few groups within company will initiate small usability efforts
Stage 4 Dedicated Usability Budget
mdash Usability is planned for in the same way as other quality processes
Stage 5 Managed Usability
mdash Official usability group led by a usability manager with own usability charter
Stage 6 Systematic Usability Process
mdash Process in place for tracking user experience quality across businesses products and releases
Stage 7 Integrated User-Centered Design
mdash Each project has defined usability goals that must be surpass and company begins to employ usability data to
determine what it should build
Stage 8 User-Driven Corporation
mdash Methods affect corporate strategy and activities beyond interface design
Most likely plan for success is to move through the stages in sequence
6
Jakob Neilson Time Estimates to Move Through Stages
Stage 1 A company can remain hostile toward usability for decades Only
when a design disaster hits will it be motivated to move ahead
Stages 2-4 Companies often spend two to three years in each of these
stages Once it enters stage 2 (usability recognized but derived from the
design teams own opinions) a company typically takes about seven years to
reach stage 5 (forming a usability group with a usability manager)
Stages 5-7 Progress in maturity is considerably slower at the higher levels
A company will often spend six to seven years each in stages 5 and 6 thus
requiring about thirteen years to move from stage 5 to stage 7
Stage 8 Few companies have reached this highest level of usability
maturity so its premature to estimate how long it takes to move from stage
7 to stage 8 In most cases its probably twenty years
In summary it takes about twenty years to move from stage 2 (extremely
immature usability) to stage 7 (very mature usability) Companies probably
need another twenty years to reach the last stage
UX means more than project success it means tracking that success at a higher level
7
Eric Schaefer (Human Factors International)
There are measurable things that successful UX programs have in common
8
Eric Schaefer (HFI)
Executive Champion An executive that has made a clear and visible commitment to
promoting UX throughout the company and who educates secures funding and removes
obstacles
User Interface Standards Need to be easy to find and easy to use with a standard
format but local versions
Professional Staff Need experienced and educated people to support tactical and
strategic initiatives at a rate of about 10 of dev staff
Tools Open access to a set of common tools (customized for company) that produce
reusable artifacts
Training Different roles need different level-appropriate training but with common
themes and messages (and proven ROI)
Showcase Projects UX awareness comes through exposure to success stories
Enterprise Knowledge Management Central repository for all things UX for teams to
share lessons learned
Digital UX Strategy Identify synergies and touch points with existing customer
communication and provides measure of UX success for management
Success requires higher-level infrastructure energy and support
9
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Agenda
What is User Experience (UX)
UX Maturity Models
General Challenges
Solutions
mdash UX maturity assessment UX Community services
portfolio standards infrastructure
References
mdash UX Maturity Model Strategic UX UX Marketing UX ROI
2
What is User Experience (UX)
Involve users in the development process through natural
checkpoints and usable artifacts
Usability User Centered Design (UCD) Human Factors HCI
A profession with a broad skill set Information architecture interaction design testing amp experimental
design graphic design human-computer interaction human factors
training facilitation modeling amp prototyping project management
marketing contextual ethnographic inquiry research listening
empathy standards copy editing vendor management business analysis
consulting ergonomics anthropometry physiology surveys
hellipwith standards Human-Centered Design Process (ISO 13407)
Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Web Accessibility Initiative of the W3C (WAI)
hellipand professional societies certification and accreditation Usability Professionalsrsquo Association Human Factors amp Ergonomics Society
ACM SIGCHI (Special Interest Group for Computer-Human Interaction)
Board of Certification in Professional Ergonomics (BCPEorg)
Accredited college programs (httpwwwhfesorgwebStudentsgrad_programshtml)
More to UX than meets the eye Iceberg duck amp cabinet analogies
3
UX Maturity Model Hold Up the UX Mirror to Ourselves
4
Use models to define where your organizationrsquos user experience maturity is benchmark
against your competitors then define and reach the next level
Clarice Starling ldquoYou see a lot Doctor But are you strong enough to point that high-
powered perception at yourself What about it Why dont you - why dont you look at
yourself and write down what you see Or maybe youre afraid tordquo
User Experience Maturity Models
Jakob Neilson (Neilson Norman Group) [8 steps]
mdash Timing and path for moving from one step to another
Eric Schaefer (Human Factors International) [5 steps]
mdash Survey of UX organizations
Jonathon Earthy (European Usability Support Centres) [6 steps with sub steps]
mdash A mature organization is human centered in both its internal function and its product design
Renato Feijorsquo (ldquoJohnny Hollandrdquo) [6 steps]
mdash Approach UX Strategy from the organizational level not the project level
Tomer Sharon (Google) [2 x 2 matrix]
mdash Advice to UX professionals on staying at a company based on staffing and organizational buy-in
Sean Van Tyne (FICO) [5 steps]
mdash Organizations have a user experience regardless if the organization is consciously managing it
Timo Jokela (Helsinki University) [6 steps]
mdash Guide in selecting user experience process improvement strategies
Jeremy Ashley and Kristin Desmond (Oracle) [6 steps with sub steps]
mdash Case study of the design of an enterprise application suite and the UX organization around it
National University Ireland UX Capability Maturity Framework (David Sward and Gavin Macarthur)
mdash Measures UXD across user-centric processes staffing and training organizational alignment management
commitment strategy and visioning
5
Each one has a little something different to offer
Jakob Neilson (Neilson Norman Group)
Stage 1 Hostility Toward Usability
mdash Developers simply dont want to hear about users or their needs their only goal is to build features and make
them work on the computer
Stage 2 Developer-Centered Usability
mdash Design team relies on its own intuition about what constitutes good usability
Stage 3 Skunkworks Usability
mdash Despite all barriers a few groups within company will initiate small usability efforts
Stage 4 Dedicated Usability Budget
mdash Usability is planned for in the same way as other quality processes
Stage 5 Managed Usability
mdash Official usability group led by a usability manager with own usability charter
Stage 6 Systematic Usability Process
mdash Process in place for tracking user experience quality across businesses products and releases
Stage 7 Integrated User-Centered Design
mdash Each project has defined usability goals that must be surpass and company begins to employ usability data to
determine what it should build
Stage 8 User-Driven Corporation
mdash Methods affect corporate strategy and activities beyond interface design
Most likely plan for success is to move through the stages in sequence
6
Jakob Neilson Time Estimates to Move Through Stages
Stage 1 A company can remain hostile toward usability for decades Only
when a design disaster hits will it be motivated to move ahead
Stages 2-4 Companies often spend two to three years in each of these
stages Once it enters stage 2 (usability recognized but derived from the
design teams own opinions) a company typically takes about seven years to
reach stage 5 (forming a usability group with a usability manager)
Stages 5-7 Progress in maturity is considerably slower at the higher levels
A company will often spend six to seven years each in stages 5 and 6 thus
requiring about thirteen years to move from stage 5 to stage 7
Stage 8 Few companies have reached this highest level of usability
maturity so its premature to estimate how long it takes to move from stage
7 to stage 8 In most cases its probably twenty years
In summary it takes about twenty years to move from stage 2 (extremely
immature usability) to stage 7 (very mature usability) Companies probably
need another twenty years to reach the last stage
UX means more than project success it means tracking that success at a higher level
7
Eric Schaefer (Human Factors International)
There are measurable things that successful UX programs have in common
8
Eric Schaefer (HFI)
Executive Champion An executive that has made a clear and visible commitment to
promoting UX throughout the company and who educates secures funding and removes
obstacles
User Interface Standards Need to be easy to find and easy to use with a standard
format but local versions
Professional Staff Need experienced and educated people to support tactical and
strategic initiatives at a rate of about 10 of dev staff
Tools Open access to a set of common tools (customized for company) that produce
reusable artifacts
Training Different roles need different level-appropriate training but with common
themes and messages (and proven ROI)
Showcase Projects UX awareness comes through exposure to success stories
Enterprise Knowledge Management Central repository for all things UX for teams to
share lessons learned
Digital UX Strategy Identify synergies and touch points with existing customer
communication and provides measure of UX success for management
Success requires higher-level infrastructure energy and support
9
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
What is User Experience (UX)
Involve users in the development process through natural
checkpoints and usable artifacts
Usability User Centered Design (UCD) Human Factors HCI
A profession with a broad skill set Information architecture interaction design testing amp experimental
design graphic design human-computer interaction human factors
training facilitation modeling amp prototyping project management
marketing contextual ethnographic inquiry research listening
empathy standards copy editing vendor management business analysis
consulting ergonomics anthropometry physiology surveys
hellipwith standards Human-Centered Design Process (ISO 13407)
Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Web Accessibility Initiative of the W3C (WAI)
hellipand professional societies certification and accreditation Usability Professionalsrsquo Association Human Factors amp Ergonomics Society
ACM SIGCHI (Special Interest Group for Computer-Human Interaction)
Board of Certification in Professional Ergonomics (BCPEorg)
Accredited college programs (httpwwwhfesorgwebStudentsgrad_programshtml)
More to UX than meets the eye Iceberg duck amp cabinet analogies
3
UX Maturity Model Hold Up the UX Mirror to Ourselves
4
Use models to define where your organizationrsquos user experience maturity is benchmark
against your competitors then define and reach the next level
Clarice Starling ldquoYou see a lot Doctor But are you strong enough to point that high-
powered perception at yourself What about it Why dont you - why dont you look at
yourself and write down what you see Or maybe youre afraid tordquo
User Experience Maturity Models
Jakob Neilson (Neilson Norman Group) [8 steps]
mdash Timing and path for moving from one step to another
Eric Schaefer (Human Factors International) [5 steps]
mdash Survey of UX organizations
Jonathon Earthy (European Usability Support Centres) [6 steps with sub steps]
mdash A mature organization is human centered in both its internal function and its product design
Renato Feijorsquo (ldquoJohnny Hollandrdquo) [6 steps]
mdash Approach UX Strategy from the organizational level not the project level
Tomer Sharon (Google) [2 x 2 matrix]
mdash Advice to UX professionals on staying at a company based on staffing and organizational buy-in
Sean Van Tyne (FICO) [5 steps]
mdash Organizations have a user experience regardless if the organization is consciously managing it
Timo Jokela (Helsinki University) [6 steps]
mdash Guide in selecting user experience process improvement strategies
Jeremy Ashley and Kristin Desmond (Oracle) [6 steps with sub steps]
mdash Case study of the design of an enterprise application suite and the UX organization around it
National University Ireland UX Capability Maturity Framework (David Sward and Gavin Macarthur)
mdash Measures UXD across user-centric processes staffing and training organizational alignment management
commitment strategy and visioning
5
Each one has a little something different to offer
Jakob Neilson (Neilson Norman Group)
Stage 1 Hostility Toward Usability
mdash Developers simply dont want to hear about users or their needs their only goal is to build features and make
them work on the computer
Stage 2 Developer-Centered Usability
mdash Design team relies on its own intuition about what constitutes good usability
Stage 3 Skunkworks Usability
mdash Despite all barriers a few groups within company will initiate small usability efforts
Stage 4 Dedicated Usability Budget
mdash Usability is planned for in the same way as other quality processes
Stage 5 Managed Usability
mdash Official usability group led by a usability manager with own usability charter
Stage 6 Systematic Usability Process
mdash Process in place for tracking user experience quality across businesses products and releases
Stage 7 Integrated User-Centered Design
mdash Each project has defined usability goals that must be surpass and company begins to employ usability data to
determine what it should build
Stage 8 User-Driven Corporation
mdash Methods affect corporate strategy and activities beyond interface design
Most likely plan for success is to move through the stages in sequence
6
Jakob Neilson Time Estimates to Move Through Stages
Stage 1 A company can remain hostile toward usability for decades Only
when a design disaster hits will it be motivated to move ahead
Stages 2-4 Companies often spend two to three years in each of these
stages Once it enters stage 2 (usability recognized but derived from the
design teams own opinions) a company typically takes about seven years to
reach stage 5 (forming a usability group with a usability manager)
Stages 5-7 Progress in maturity is considerably slower at the higher levels
A company will often spend six to seven years each in stages 5 and 6 thus
requiring about thirteen years to move from stage 5 to stage 7
Stage 8 Few companies have reached this highest level of usability
maturity so its premature to estimate how long it takes to move from stage
7 to stage 8 In most cases its probably twenty years
In summary it takes about twenty years to move from stage 2 (extremely
immature usability) to stage 7 (very mature usability) Companies probably
need another twenty years to reach the last stage
UX means more than project success it means tracking that success at a higher level
7
Eric Schaefer (Human Factors International)
There are measurable things that successful UX programs have in common
8
Eric Schaefer (HFI)
Executive Champion An executive that has made a clear and visible commitment to
promoting UX throughout the company and who educates secures funding and removes
obstacles
User Interface Standards Need to be easy to find and easy to use with a standard
format but local versions
Professional Staff Need experienced and educated people to support tactical and
strategic initiatives at a rate of about 10 of dev staff
Tools Open access to a set of common tools (customized for company) that produce
reusable artifacts
Training Different roles need different level-appropriate training but with common
themes and messages (and proven ROI)
Showcase Projects UX awareness comes through exposure to success stories
Enterprise Knowledge Management Central repository for all things UX for teams to
share lessons learned
Digital UX Strategy Identify synergies and touch points with existing customer
communication and provides measure of UX success for management
Success requires higher-level infrastructure energy and support
9
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
UX Maturity Model Hold Up the UX Mirror to Ourselves
4
Use models to define where your organizationrsquos user experience maturity is benchmark
against your competitors then define and reach the next level
Clarice Starling ldquoYou see a lot Doctor But are you strong enough to point that high-
powered perception at yourself What about it Why dont you - why dont you look at
yourself and write down what you see Or maybe youre afraid tordquo
User Experience Maturity Models
Jakob Neilson (Neilson Norman Group) [8 steps]
mdash Timing and path for moving from one step to another
Eric Schaefer (Human Factors International) [5 steps]
mdash Survey of UX organizations
Jonathon Earthy (European Usability Support Centres) [6 steps with sub steps]
mdash A mature organization is human centered in both its internal function and its product design
Renato Feijorsquo (ldquoJohnny Hollandrdquo) [6 steps]
mdash Approach UX Strategy from the organizational level not the project level
Tomer Sharon (Google) [2 x 2 matrix]
mdash Advice to UX professionals on staying at a company based on staffing and organizational buy-in
Sean Van Tyne (FICO) [5 steps]
mdash Organizations have a user experience regardless if the organization is consciously managing it
Timo Jokela (Helsinki University) [6 steps]
mdash Guide in selecting user experience process improvement strategies
Jeremy Ashley and Kristin Desmond (Oracle) [6 steps with sub steps]
mdash Case study of the design of an enterprise application suite and the UX organization around it
National University Ireland UX Capability Maturity Framework (David Sward and Gavin Macarthur)
mdash Measures UXD across user-centric processes staffing and training organizational alignment management
commitment strategy and visioning
5
Each one has a little something different to offer
Jakob Neilson (Neilson Norman Group)
Stage 1 Hostility Toward Usability
mdash Developers simply dont want to hear about users or their needs their only goal is to build features and make
them work on the computer
Stage 2 Developer-Centered Usability
mdash Design team relies on its own intuition about what constitutes good usability
Stage 3 Skunkworks Usability
mdash Despite all barriers a few groups within company will initiate small usability efforts
Stage 4 Dedicated Usability Budget
mdash Usability is planned for in the same way as other quality processes
Stage 5 Managed Usability
mdash Official usability group led by a usability manager with own usability charter
Stage 6 Systematic Usability Process
mdash Process in place for tracking user experience quality across businesses products and releases
Stage 7 Integrated User-Centered Design
mdash Each project has defined usability goals that must be surpass and company begins to employ usability data to
determine what it should build
Stage 8 User-Driven Corporation
mdash Methods affect corporate strategy and activities beyond interface design
Most likely plan for success is to move through the stages in sequence
6
Jakob Neilson Time Estimates to Move Through Stages
Stage 1 A company can remain hostile toward usability for decades Only
when a design disaster hits will it be motivated to move ahead
Stages 2-4 Companies often spend two to three years in each of these
stages Once it enters stage 2 (usability recognized but derived from the
design teams own opinions) a company typically takes about seven years to
reach stage 5 (forming a usability group with a usability manager)
Stages 5-7 Progress in maturity is considerably slower at the higher levels
A company will often spend six to seven years each in stages 5 and 6 thus
requiring about thirteen years to move from stage 5 to stage 7
Stage 8 Few companies have reached this highest level of usability
maturity so its premature to estimate how long it takes to move from stage
7 to stage 8 In most cases its probably twenty years
In summary it takes about twenty years to move from stage 2 (extremely
immature usability) to stage 7 (very mature usability) Companies probably
need another twenty years to reach the last stage
UX means more than project success it means tracking that success at a higher level
7
Eric Schaefer (Human Factors International)
There are measurable things that successful UX programs have in common
8
Eric Schaefer (HFI)
Executive Champion An executive that has made a clear and visible commitment to
promoting UX throughout the company and who educates secures funding and removes
obstacles
User Interface Standards Need to be easy to find and easy to use with a standard
format but local versions
Professional Staff Need experienced and educated people to support tactical and
strategic initiatives at a rate of about 10 of dev staff
Tools Open access to a set of common tools (customized for company) that produce
reusable artifacts
Training Different roles need different level-appropriate training but with common
themes and messages (and proven ROI)
Showcase Projects UX awareness comes through exposure to success stories
Enterprise Knowledge Management Central repository for all things UX for teams to
share lessons learned
Digital UX Strategy Identify synergies and touch points with existing customer
communication and provides measure of UX success for management
Success requires higher-level infrastructure energy and support
9
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
User Experience Maturity Models
Jakob Neilson (Neilson Norman Group) [8 steps]
mdash Timing and path for moving from one step to another
Eric Schaefer (Human Factors International) [5 steps]
mdash Survey of UX organizations
Jonathon Earthy (European Usability Support Centres) [6 steps with sub steps]
mdash A mature organization is human centered in both its internal function and its product design
Renato Feijorsquo (ldquoJohnny Hollandrdquo) [6 steps]
mdash Approach UX Strategy from the organizational level not the project level
Tomer Sharon (Google) [2 x 2 matrix]
mdash Advice to UX professionals on staying at a company based on staffing and organizational buy-in
Sean Van Tyne (FICO) [5 steps]
mdash Organizations have a user experience regardless if the organization is consciously managing it
Timo Jokela (Helsinki University) [6 steps]
mdash Guide in selecting user experience process improvement strategies
Jeremy Ashley and Kristin Desmond (Oracle) [6 steps with sub steps]
mdash Case study of the design of an enterprise application suite and the UX organization around it
National University Ireland UX Capability Maturity Framework (David Sward and Gavin Macarthur)
mdash Measures UXD across user-centric processes staffing and training organizational alignment management
commitment strategy and visioning
5
Each one has a little something different to offer
Jakob Neilson (Neilson Norman Group)
Stage 1 Hostility Toward Usability
mdash Developers simply dont want to hear about users or their needs their only goal is to build features and make
them work on the computer
Stage 2 Developer-Centered Usability
mdash Design team relies on its own intuition about what constitutes good usability
Stage 3 Skunkworks Usability
mdash Despite all barriers a few groups within company will initiate small usability efforts
Stage 4 Dedicated Usability Budget
mdash Usability is planned for in the same way as other quality processes
Stage 5 Managed Usability
mdash Official usability group led by a usability manager with own usability charter
Stage 6 Systematic Usability Process
mdash Process in place for tracking user experience quality across businesses products and releases
Stage 7 Integrated User-Centered Design
mdash Each project has defined usability goals that must be surpass and company begins to employ usability data to
determine what it should build
Stage 8 User-Driven Corporation
mdash Methods affect corporate strategy and activities beyond interface design
Most likely plan for success is to move through the stages in sequence
6
Jakob Neilson Time Estimates to Move Through Stages
Stage 1 A company can remain hostile toward usability for decades Only
when a design disaster hits will it be motivated to move ahead
Stages 2-4 Companies often spend two to three years in each of these
stages Once it enters stage 2 (usability recognized but derived from the
design teams own opinions) a company typically takes about seven years to
reach stage 5 (forming a usability group with a usability manager)
Stages 5-7 Progress in maturity is considerably slower at the higher levels
A company will often spend six to seven years each in stages 5 and 6 thus
requiring about thirteen years to move from stage 5 to stage 7
Stage 8 Few companies have reached this highest level of usability
maturity so its premature to estimate how long it takes to move from stage
7 to stage 8 In most cases its probably twenty years
In summary it takes about twenty years to move from stage 2 (extremely
immature usability) to stage 7 (very mature usability) Companies probably
need another twenty years to reach the last stage
UX means more than project success it means tracking that success at a higher level
7
Eric Schaefer (Human Factors International)
There are measurable things that successful UX programs have in common
8
Eric Schaefer (HFI)
Executive Champion An executive that has made a clear and visible commitment to
promoting UX throughout the company and who educates secures funding and removes
obstacles
User Interface Standards Need to be easy to find and easy to use with a standard
format but local versions
Professional Staff Need experienced and educated people to support tactical and
strategic initiatives at a rate of about 10 of dev staff
Tools Open access to a set of common tools (customized for company) that produce
reusable artifacts
Training Different roles need different level-appropriate training but with common
themes and messages (and proven ROI)
Showcase Projects UX awareness comes through exposure to success stories
Enterprise Knowledge Management Central repository for all things UX for teams to
share lessons learned
Digital UX Strategy Identify synergies and touch points with existing customer
communication and provides measure of UX success for management
Success requires higher-level infrastructure energy and support
9
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Jakob Neilson (Neilson Norman Group)
Stage 1 Hostility Toward Usability
mdash Developers simply dont want to hear about users or their needs their only goal is to build features and make
them work on the computer
Stage 2 Developer-Centered Usability
mdash Design team relies on its own intuition about what constitutes good usability
Stage 3 Skunkworks Usability
mdash Despite all barriers a few groups within company will initiate small usability efforts
Stage 4 Dedicated Usability Budget
mdash Usability is planned for in the same way as other quality processes
Stage 5 Managed Usability
mdash Official usability group led by a usability manager with own usability charter
Stage 6 Systematic Usability Process
mdash Process in place for tracking user experience quality across businesses products and releases
Stage 7 Integrated User-Centered Design
mdash Each project has defined usability goals that must be surpass and company begins to employ usability data to
determine what it should build
Stage 8 User-Driven Corporation
mdash Methods affect corporate strategy and activities beyond interface design
Most likely plan for success is to move through the stages in sequence
6
Jakob Neilson Time Estimates to Move Through Stages
Stage 1 A company can remain hostile toward usability for decades Only
when a design disaster hits will it be motivated to move ahead
Stages 2-4 Companies often spend two to three years in each of these
stages Once it enters stage 2 (usability recognized but derived from the
design teams own opinions) a company typically takes about seven years to
reach stage 5 (forming a usability group with a usability manager)
Stages 5-7 Progress in maturity is considerably slower at the higher levels
A company will often spend six to seven years each in stages 5 and 6 thus
requiring about thirteen years to move from stage 5 to stage 7
Stage 8 Few companies have reached this highest level of usability
maturity so its premature to estimate how long it takes to move from stage
7 to stage 8 In most cases its probably twenty years
In summary it takes about twenty years to move from stage 2 (extremely
immature usability) to stage 7 (very mature usability) Companies probably
need another twenty years to reach the last stage
UX means more than project success it means tracking that success at a higher level
7
Eric Schaefer (Human Factors International)
There are measurable things that successful UX programs have in common
8
Eric Schaefer (HFI)
Executive Champion An executive that has made a clear and visible commitment to
promoting UX throughout the company and who educates secures funding and removes
obstacles
User Interface Standards Need to be easy to find and easy to use with a standard
format but local versions
Professional Staff Need experienced and educated people to support tactical and
strategic initiatives at a rate of about 10 of dev staff
Tools Open access to a set of common tools (customized for company) that produce
reusable artifacts
Training Different roles need different level-appropriate training but with common
themes and messages (and proven ROI)
Showcase Projects UX awareness comes through exposure to success stories
Enterprise Knowledge Management Central repository for all things UX for teams to
share lessons learned
Digital UX Strategy Identify synergies and touch points with existing customer
communication and provides measure of UX success for management
Success requires higher-level infrastructure energy and support
9
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Jakob Neilson Time Estimates to Move Through Stages
Stage 1 A company can remain hostile toward usability for decades Only
when a design disaster hits will it be motivated to move ahead
Stages 2-4 Companies often spend two to three years in each of these
stages Once it enters stage 2 (usability recognized but derived from the
design teams own opinions) a company typically takes about seven years to
reach stage 5 (forming a usability group with a usability manager)
Stages 5-7 Progress in maturity is considerably slower at the higher levels
A company will often spend six to seven years each in stages 5 and 6 thus
requiring about thirteen years to move from stage 5 to stage 7
Stage 8 Few companies have reached this highest level of usability
maturity so its premature to estimate how long it takes to move from stage
7 to stage 8 In most cases its probably twenty years
In summary it takes about twenty years to move from stage 2 (extremely
immature usability) to stage 7 (very mature usability) Companies probably
need another twenty years to reach the last stage
UX means more than project success it means tracking that success at a higher level
7
Eric Schaefer (Human Factors International)
There are measurable things that successful UX programs have in common
8
Eric Schaefer (HFI)
Executive Champion An executive that has made a clear and visible commitment to
promoting UX throughout the company and who educates secures funding and removes
obstacles
User Interface Standards Need to be easy to find and easy to use with a standard
format but local versions
Professional Staff Need experienced and educated people to support tactical and
strategic initiatives at a rate of about 10 of dev staff
Tools Open access to a set of common tools (customized for company) that produce
reusable artifacts
Training Different roles need different level-appropriate training but with common
themes and messages (and proven ROI)
Showcase Projects UX awareness comes through exposure to success stories
Enterprise Knowledge Management Central repository for all things UX for teams to
share lessons learned
Digital UX Strategy Identify synergies and touch points with existing customer
communication and provides measure of UX success for management
Success requires higher-level infrastructure energy and support
9
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Eric Schaefer (Human Factors International)
There are measurable things that successful UX programs have in common
8
Eric Schaefer (HFI)
Executive Champion An executive that has made a clear and visible commitment to
promoting UX throughout the company and who educates secures funding and removes
obstacles
User Interface Standards Need to be easy to find and easy to use with a standard
format but local versions
Professional Staff Need experienced and educated people to support tactical and
strategic initiatives at a rate of about 10 of dev staff
Tools Open access to a set of common tools (customized for company) that produce
reusable artifacts
Training Different roles need different level-appropriate training but with common
themes and messages (and proven ROI)
Showcase Projects UX awareness comes through exposure to success stories
Enterprise Knowledge Management Central repository for all things UX for teams to
share lessons learned
Digital UX Strategy Identify synergies and touch points with existing customer
communication and provides measure of UX success for management
Success requires higher-level infrastructure energy and support
9
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Eric Schaefer (HFI)
Executive Champion An executive that has made a clear and visible commitment to
promoting UX throughout the company and who educates secures funding and removes
obstacles
User Interface Standards Need to be easy to find and easy to use with a standard
format but local versions
Professional Staff Need experienced and educated people to support tactical and
strategic initiatives at a rate of about 10 of dev staff
Tools Open access to a set of common tools (customized for company) that produce
reusable artifacts
Training Different roles need different level-appropriate training but with common
themes and messages (and proven ROI)
Showcase Projects UX awareness comes through exposure to success stories
Enterprise Knowledge Management Central repository for all things UX for teams to
share lessons learned
Digital UX Strategy Identify synergies and touch points with existing customer
communication and provides measure of UX success for management
Success requires higher-level infrastructure energy and support
9
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Eric Schaefer User Experience Maturity Checklist No single template for any organization to achieve usability maturity
Example questions
mdash What level is your UX champion
mdash Do you have a published UX standard
mdash Does your organization recognize UX as a discrete amp unique skill set in job descriptions and performance goals
mdash Do you have a UX standards review process that reflects best practices
mdash Does your organization provide UX education sessions for individuals who want to learn (more) about UX
mdash Are your UX resources shared in a common location or within a formal knowledge management system
mdash Do you have individuals who spend 100 of their time on UX activities
mdash Does your organization have a UX governance committee that defines vision for UX program
mdash Do you aggregate and report UX performance metrics to management
mdash Do practitioners in your organization use a common UX design method
mdash Are UX design activities required in your development process
10
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Jonathon Earthy (European Usability Support Centre)
Human Centredness Scale
Unrecognized or ldquoignorancerdquo Usability is not discussed as
an issue
Recognized or ldquouncertaintyrdquo The organization sees that it
has problems with usability but does not know what to do
about these problems
Considered or ldquoawakeningrdquo The organization understands
that UCD processes are necessary to improve usability and
begins to implement some of these processes
Implemented or ldquoenlightenmentrdquo The full complement of
UCD processes are used and deliver good results on a per
product or module basis
Integrated or ldquowisdomrdquo UCD processes are included in the
development lifecycle methodology results are tracked
and performance goals are met
Institutionalized or ldquocertaintyrdquo The organization is human
centered in both its internal function and its product design
Interview selected staff in order to ascertain how widely human-centred management
practices tools and attitudes are in place
11
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Renato Feijorsquo (ldquoJohnny Hollandrdquo)
Figure out where you are today
mdash Define your audience (personas)
mdash Benchmark products against competitors
mdash Understand industry social and partner changes
mdash Make an assessment of your organizations capabilities and
competencies and maturity level
Work out where you want to be in the future
mdash Analyze gaps and find creative ways to bridge them
Choose and prioritize actions
mdash Outputs strategic vision mission statement key UX principles
key objectives and areas of improvement
mdash Include users at every phase of the process
Map out the journey
mdash Identify ldquolow-hanging fruitrdquo
mdash Who does what when and what needs to be in place when
mdash Define and benchmark metrics to define success (ldquodonerdquo)
Get the job done
mdash Monitor changing conditions along the way to make any
necessary adjustments
mdash Conduct up-front ethnographic work
ldquoWhen UX is part of an organizations fabric ndash not treated separately ndash its strategic
nature is core to the business like it is the case at Amazon Apple IKEA and BMWrdquo
12
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Tomer Sharon (Google)
13
Maturitymdashboth buy-in and staffmdashAn organization believes
in UX research fully trusts UX research practicemdashwhether
in house or externalmdashand behaves in a manner that is
consistent with that belief
Approaching maturitymdashbuy-in but no staffmdashAn
organization states that UX research is important but
when it comes to action there is no staff to act upon that
policy
Approaching immaturitymdashno buy-in but there is staffmdash
On one hand the organization appreciates UX design and
research because it allocates headcount and hires the
right people On the other hand it is evident that there is
no appreciation for this discipline
Immaturitymdashno buy-in or staffmdashAn organization does not
believe in UX researchmdashor has no position regarding
researchmdashand does not employ any in-house or external
research practitioners
ldquohellipdonrsquot try to convince those who canrsquot be convincedrdquo
ldquohellipno point in working with unengaged stakeholdersrdquo
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Sean Van Tyne (FICO)
Level 0 Initial Stage
mdash We donrsquot know what we donrsquot know
mdash Undocumented and driven by usersrsquo dissatisfaction
Level 1 Professional Discipline
mdash Some user experience processes are repeatable with
consistent results
Level 2 Managed Standard and Consistent
Process
mdash Documented standards and process oversight are
developed
Level 3 Integrated User Experience and
Predictable Process
mdash Using metrics can effectively control customer user
experience
Level 4 Customer-Driven Corporation
mdash Continually improve the user experience process
performance
14
ldquoOrganizations that manage and measure their user experience process gain the
revenue benefits from satisfied customersrdquo
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Jeremy Ashley and Kristin Desmond (Oracle)
Get top-level commitment
mdash Executive buy-in
mdash Adequate resources
mdash Positioning of the team (centralized
or decentralized)
Integrate with the dev process
mdash UX milestones and standardized deliverables
mdash Stakeholder education
mdash Hire appropriate staff including those with insight into other teams and a
UX program manager
Speak the language of stakeholders
mdash Learn to communicate in the terms of project managers and developers
mdash Program managers translate UX process to executives and other team
members and then translated their language back to UX
mdash Facilitate communication and cooperation among development strategy
and product management
15
Based on Earthy model
ldquoAt this discouraging moment we decided to use some of our headcount to hire program
managers and developershelliprdquo to ldquohellip free up our UCD people to focus on their specialtyrdquo
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Timo Jokela (University of Helsinki)
Three dimensions of UCD performance
mdash UCD infrastructure The extent to which a product development organization has resources to
plan and effectively and efficiently implement UCD in product development projects
mdash Performance of UCD in product development projects The extent to and quality with which
UCD processes are carried out and the results subsequently integrated into product designs in
individual product development projects
mdash Usability in business strategy The extent to which the business benefits of usability are
understood and utilized at strategic level planning in a product development organization
16
Limitation Models tend to focus too heavily on process management aspects
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
UX Capability Maturity Framework (David Sward and Gavin
Macarthur National University Ireland Maynooth)
Maturity
Level
Major Characteristics
Optimized Optimize processes an executive drives UX to respond to business
changes and sets firm strategies
Managed Managed UXD process with UX recognized leadership UX is owned by
the organization and UX architecture impacts strategic planning
Defined Process metrics to manage UXD and engagements portfolio owner is
accountable for UX and business process integration with input on
product portfolios
Repeatable Process metrics for practices in UXD group PM is accountable for UX and
UXD lifecycle integration with input on product planning
Initial Base UX practices UXD professionals own the UX and are integrated with
development teams
17
Other models focus on UCD in terms of how well a product team engages in the process and
have a bias toward an ldquooutsider in viewrdquo of the development process
Measures UXD across these dimensions User-centric processes staffing and training
organizational alignment management commitment strategy and visioning
UX Strategies
mdash Implement a Business Value Program (use language of customersusers UCD impacts the bottom line)
mdash Implement a UX Design Program (a professional team)
mdash Manage and Grow the UXD Capability (across products versions amp time and against competitors)
Should focus on a defined set of interrelated efforts rather than tactical justifications
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Common Challenges (Schaefer)
Previous negative experience
mdash UX work done by non-professionals (grassroots efforts etc)
No real executive champion
mdash Team constantly in ldquotriage moderdquo with no time to work on infrastructure
mdash Lose momentum and teammates re-absorbed by other groups
No centralized function
mdash Free-floating talent improves UX but in a spotty way
mdash UX professionals end up doing non-UX work
Energy and Executive support but no strategy
mdash UX improvements not optimally linked to current business strategy
mdash Time-sensitive opportunities missed
A team that reinvents the wheel
mdash Fail to recognize value in reusable workmdashsame insights over and over
mdash Reports generated but not collected for future use in central repository
Obstacles involve time pressures awareness staff resources method standards and support
18
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Solutions
Assess UX Conduct a proper maturity assessment of UX efforts and those of its competitors
Executive Sponsorship ldquoMarryrdquo UX to known executive goals
Process Embed UX in the every aspect of our development and delivery process
Budget Carve out time budget and personnel for UX efforts
UX Community Share lessons learned (wikiintranetSharePoint site) within company
Common UX Service Portfolio Make it easy to understand and choose
Standards Document amp update the answers to common questions (design methods tools accessibility)
Training Market UX through education and inform people of their roles amp responsibilities
Infrastructure Leverage both scale and local needs to choose tools
Organizational Culture Make UX a core aspect of all we do
Cooperation Organize UX efforts company-wide and reuse work
Competition Motivate teams by showcasing and rewarding exceptional UX
Communication Create a common language and process (usually the product UI)
Demonstrate Show by example how UX leads to better products and happier customers
Simulate Use wireframes and prototypes to focus user reviews and find issues early
Hire Bring more UX expertise in house as a natural progression fromwith vendor partnerships
19
Assess against competitors then take make a plan to close gaps and get ahead
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Assess UX Program(s)
20
Ask UX practitioners across company to indicate the degree to which they agreed
certain parameters were part of a mature UX program
Main points in example
mdash Need to hire UX
professionals
mdash UX groups need
executive management
amp corporate support
but they also need the
freedom to customize
localize and innovate
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Assess Company Different Groups
21
Maturity Parameters
Group 1 Group 2 Group 3 Group 4 Group 5 Group 6
Sponsors Executive Champion | SVP | VP No |No |No No|No|Yes Yes No |No |No No|No|Yes No |No |Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 1 (0|0|1|No) 3 (0|1|0|N) 4 (0|1|0|Y) 1 (0|0|0|No) 4 (0|0|0|N) 1 (0|0|0|Y)
Written UX strategyroadmap No SmwtYes No No Somewhat Somewhat
Dedicated budget No NoYes No No Yes Somewhat
UX training and mentoring programs No SmwtYes Somewhat No Somewhat No
Corporate user interface design standards No Somewhat Somewhat Somewhat Somewhat No
UX integrated into documented product review processes Somewhat Somewhat Somewhat Somewhat Yes Yes
Corporate UCD methodology (metrics amp goals) No NoSmwt No No Somewhat No
Defined UX roles responsibilities milestones No YesYes No No Somewhat Somewhat
Showcase projects No NoYes No No Somewhat Somewhat
Common corporate tools Somewhat SmwtYes Yes Somewhat Somewhat Somewhat
Enterprise Knowledge Management No SmwtSmwt No Somewhat Somewhat Somewhat
Accessibility program (Section 508) Somewhat SmwtSmwt Somewhat Somewhat Somewhat No
UX affects corporate strategy Somewhat SmwtSmwt Somewhat No Somewhat Somewhat
Unique UX job descriptions and performance management Somewhat Smwt(na) Somewhat No Somewhat Somewhat
UX team has marketing management and development skills Somewhat NoYes Somewhat Somewhat Somewhat Somewhat
Agile adaptation Somewhat Somewhat Somewhat Somewhat Somewhat No
Age of program (from first UX FTE hire) 2 years 6 years 1 year In progress 5 years lt 1 year
Maturity Model Stage (Neilsen model) Stages 1 - 3 Stage 5 - 6 Stage 5 Stage 2 Stage 5-6 Stage 4
The maturity of UX at company has grown over the past few years Stages may be different for the same
group depending on the project There are successful programs (or parts of programs) that can be modeled
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Assess Company Different Projects within Company
22
Maturity Parameters Project K
Sponsors Executive Champion | SVP | VP No| No| Yes
Professional UX Staff (VP | Dir | Certified | Vendor) 0| 0| 0| Yes
Written UX strategyroadmap No
Dedicated budget Somewhat
UX training and mentoring programs No
Corporate user interface design standards Somewhat
UX integrated into documented product review processes No
Corporate UCD methodology (metrics amp goals) No
Defined UX roles responsibilities milestones No
Showcase projects No
Common corporate tools No
Enterprise Knowledge Management Somewhat
Accessibility program (Section 508) No
UX affects corporate strategy Somewhat
Unique UX job descriptions and performance management No
UX team has marketing management and development skills No
Maturity Model Stage (Neilsen model) Stage 3
Individual projects also demonstrate levels of UX maturity (Showcase projects demonstrate the most)
Stage 1 Hostility Toward Usability Stage 2 Developer-Centered Usability Stage 3 Skunkworks Usability Stage 4 Dedicated Usability Budget
Stage 5 Managed Usability Stage 6 Systematic Usability Process Stage 7 Integrated User-Centered Design Stage 8 User-Driven Corporation
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
UX Community
Provide a place for UX practitioners clients managers sponsors champions and stakeholders to
better understand company product users
An organic repository of lessons learned standards example deliverables templates tools and
guidelines
Facilitated by UX team on behalf of all businesses countries and customers
Core is UX practitioners but the philosophy is inclusive
Monthly meeting
mdash Sponsor a maturity model evaluation and plan
mdash Create a SharePoint site to support collaboration
mdash Establish UX vendor management best practices
mdash Ease the process of recruiting test participants
mdash Create training and mentoring programs including college interns
mdash Outreach to professional societies standards organizations and universities
23
Leverage and maximize the benefits of existing resources
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
UX Services Portfolio
Planning Requirements Design Implementation Test amp Measure Post Release
Stakeholder
Meeting
Competitor
Analysis
User Survey
Interview (live
phone)
Contextual
Inquiry
User Observation
Focus Group
Brainstorming
Walkthrough
Demonstration
Card Sort
Process Re-
engineering
Affinity Diagram
Task Analysis
Context of Use
User Design
Guidelines
Paper
Prototyping
Expert Review
Parallel Design
Story Boarding
Wizard of Oz
Interface Design
Patterns
Low-fidelity
Prototyping
High-Fidelity
Prototyping
Design
Facilitation
Summative
Testing--Lab
Formative
Testing
Participatory
Design
Style Guide
Rapid Prototyping
Performance
TestingMeasure
Expert Review
Critical Incidence
Technique
Accessibility
Review
Summative
Testing
User Survey Summative
Testing--Remote
Instructional
Design (Help)
Server Traffic Log
Analysis
Search Log
Analysis
Beta Test
Diary Study
Standards
Assessment
Eye Tracking
PhotoVideo
Analysis
Benchmark Test Feedback in Use
(survey)
Cost-benefit
Analysis
Client Evaluation
(of UX service)
Research Plan
Checklist
(standards etc)
Claims Analysis
Cultural Probe Field Study
Free Listing Wireframe
Personas
Scenarios of Use Use Cases
UX Goals
UX offers a wide variety of services and deliverables
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Example of Service Portfolio Item Expert Review
25
Usability specialists and others judge whether each element of a user interface follows
established usability principles
Benefit Baseline issues with existing product and improvement opportunities
Resources
mdash 3 UX FTE days
mdash 3-6 additional reviewers (1 day each)
mdash Existing product or planned release for reviewers
GPO Role Provide objective overview of product UX
Business Client Role Partner and reviewer
User Role None unless we want a trusted client to be a reviewer
Risks Minimal
Timeline 1-2 weeks in parallel with wireframes and task flows
Deliverable Review guide for reviewers (tasks etc) report with issue matrix and
wireframes to summarize proposals
Provide a common language and format to discuss choose and evaluate UX services
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Standards Creation and Maintenance
Industry
mdash Human-Centered Design Process (ISO 13407)
Defines a general process for including human-centered activities throughout a development life-
cycle but does not specify exact methods
mdash Common Industry Format for Reporting Usability Results (ANSIINCITS-354)
Encourages software supplier and purchaser organizations to work together to understand user
needs and tasks
mdash Web Accessibility Initiative of the W3C (WAI)
Contains standards for accessibility many incorporated into the US law Section 508ldquo
Company
mdash Methodology (build flexibility for easy adoption)
Research Design Test with appropriate services in each phase
Agile waterfall and hybrid integration
mdash Artifacts (build knowledge and standards through examples)
Surveys personas test reports user stories requirements wireframes prototypes
mdash Design (build into tools like Lynx and Axure)
Branding design patterns widget repository layout typography lexicon
Separate workflow for standards challengesupdates and custom widgets
Adopt adapt and create standards that record user knowledge and design decisions
26
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Standards UX Principles and Criticality Scale
27
Severe - The product is not stable performs too slowly or crashes when the feature is used
- There is a likely loss of data
High - The usability issue may affect a majority of users andor has a profound impact on a user being able to use product
- An error is likely that will cause a loss of work and it will be difficult to recover
- The usability issue is on a highly critical or frequently used feature
- There is no easy work around to the problem
- The visual style used makes the product look unprofessional and not up to the standard of company
Medium - The usability issue may affect about half the users andor has a modest impact on a user being able to use product
- The usability issue is on a feature that is expected to be used less than half of the time
- There is an easily discovered work around that allows users to perform the task
- A common task is too tedious in proportion to its complexity
- The visual style used detracts from an otherwise professional looking product
Low - The usability issue may affect a minority of users andor has a limited impact on a user being able to use product
- The usability issue is not predicted to cause user errors but nonetheless affects the productrsquos look of professionalism
- The visual style used has minor inconsistencies but nonetheless should be corrected
None - There is no usability issue or the issue has a negligible effect on system performance professionalism or use
Principle The interface shouldhellip
Consistency helliphelp the user to predict how it will operate and allow her to transfer skills from one task (or interface) to another
Feedback helliplet a user know what she did what affect it had what she should do next and where she is in the system
Flexibility helliphave the capability to adapt or to be adapted to end user needs experience personal preference or mental model
of the system
Perceived Control hellipgive the end user the impression that she (not the computer) commands the interaction
Economy hellipdisplay concisely only the information that is required for the user to complete the task at hand
Compatibility hellipbe compatible with usersrsquo impressions of the world and the model of how users think tasks should be completed
Make the UX process itself simple and easy to understand and discuss
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Training
Customize training for team environment(s)
Provide a common message but tailor for specific roles (practitioners
managers sponsors) businesses and cultures
Explain methods standards roles and guidelines
Engage vendor to start with generic UX class and refine to company
needs
Encourage discussions of continuous improvement during training
Follow up on application of knowledge
Incorporate example projects deliverables and challenges
Make an interactive workshop in addition to lecture
Decide if standards will be completed for training or a result of the first
round of training
Plan timely updates to classes as things change
Market UX through education and inform people of their roles amp responsibilities
28
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
Infrastructure
Knowledge Management
mdash Research reports and other project artifacts
mdash Design and business decisions
mdash Test and survey participant recruiting and management
Engagement Management
mdash Marketing amp priority client evaluation of services project queue and
scheduling lead channels project status roadblocks etc
Tools
mdash MS Office SharePoint Visio Axure Morae Survey Monkey
Operations
mdash SVN for prototyping collaboration early access systems
Manage knowledge engagements tools and operations to get the most out of UX
29
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
References UX Maturity Models
Title URL
Usability Maturity Model Human Centredness Scale httpwwwidemployeeidtuenlgwmrauterberglecturenotesusability-maturity-model5B15Dpdf
HFI UX Maturity Model httpwwwslidesharenetkstraubhfi-usability-practice-maturity-model
HFI UX Maturity Model Checklist httpwwwhumanfactorscomdownloadsdocumentsHFI-Usability-Maturity-Checklist-Englishpdf
The HFI UX Maturity Survey ndash 2009 httpwwwhumanfactorscomdownloadsdocumentsUXM-Survey_findingspdf
A Usability Maturity Model for Open Source Software httpirlibuwocacgiviewcontentcgiarticle=1102ampcontext=etd
Corporate Usability Maturity Stages 1ndash4 httpwwwuseitcomalertboxmaturityhtml
Corporate Usability Maturity Stages 5ndash8 httpwwwuseitcomalertboxprocess_maturityhtml
Feature Articles UX Maturity Models Agile
Development (User Experience Magazine Volume 9
Issue 1 2010)
httpwwwusabilityprofessionalsorgupa_publicationsuser_experiencepast_issues2010-1html
Usability maturity assessment case studies httpwwwusabilitynetorgtrumpcase_studiesiriaimaturityhtm
Validating a Standardized UsabilityUser-Experience
Maturity Model A Progress Report
httpdlacmorgcitationcfmid=1601646
Usability maturity A case study in planning and
designing an enterprise application suite
httpwwwmendeleycomresearchusability-maturity-case-study-planning-designing-enterprise-
application-suite
Developing a Testing Maturity Model Part II httpkopustaselenktult~rseiPTDeveloping20a20Testing20Maturity20Model20Part20IIhtm
A maturity model for the implementation of software
process improvement an empirical study
httpwwwcsedmuacuk~iebA20maturity20model20for20the20implementation20of20softwar
e20process20improvmentpdf
Assessment of user-centred design processes as a
basis for improvement action An experimental study
in industrial settings
httpherkulesoulufiisbn9514265513isbn9514265513pdf
Planning Your UX Strategy httpjohnnyhollandorg201004planning-your-ux-strategy
Feature Articles UX Maturity Models Agile
Development
httpwwwupassocorgupa_publicationsuser_experiencepast_issues2010-1htmljokela
Dealing with Difficult People Teams and
Organizations A UX Research Maturity Model
httpwwwuxmatterscommtarchives201202dealing-with-difficult-people-teams-and-organizations-
a-ux-research-maturity-modelphp
Making User Experience a Business Strategy http141115282cost294upload506pdf (page 35)
30
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
References Strategic UX
Title URL
Should You Outsource Web Design httpwwwuseitcomalertbox980628html
Managing User Experience Strategy httpwwwnngroupcomeventstutorialsstrategyhtml
The Customer Experience Journey httpexperiencematterswordpresscom20080918the-customer-experience-journey
International standards for HCI and usability httpwwwusabilitynetorgtoolsr_internationalhtm
Why You Only Need To Test With Five Users (Explained) httpwwwmeasuringusabilitycomfive-usersphp
Report Review NielsenNorman Groups Usability Return
on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_investment
UX Strategy (Authors) httpwwwuxmatterscomauthorsarchivesux_strategy
Strategic UX vs Tactical UX httpgiffconstablecom201112strategic-ux-vs-tactical-ux
Strategic UX httpwwwcurrybetnetcbet_blog201103strategic-ux-leisa-reichelt-london-iaphp
Managing A Strategic UX Team Model httpwwwpoetpaintercomthoughtsarticleia-summit-2008-managing-a-strategic-ux-team-model
From Usability to UX Strategy httpchicago2011drupalorgsessionsusability-ux-strategy
The Importance of Strategic User Experience (UX) httpblogaadjemonkeyrockcom201108importance-of-strategic-user-experiencehtml
Strategic User Experience for Software httpblogaadjemonkeyrockcom201012strategic-user-experience-for-softwarehtml
Strategic usability Partnering business engineering and
ease of use
httpwwwscottberkuncomessays20-strategic-usability-partnering-business-engineering-and-ease-of-use
Evangelizing Usability Change Your Strategy at the
Halfway Point
httpwwwuseitcomalertbox20050328html
The Total Experience Customers Deserve Better httpuxmagcomarticlesthe-total-experience
Usabilitynet Competitor analysis httpwwwusabilitynetorgtoolscompetitoranalysishtm
Sharing Ownership of UX (User eXperience) httpwwwhieutrungcomusability-analysissharing-ownership-of-ux-user-experience
User Experience Balanced Scorecard httpwwwuxmatterscommtarchives201006user-experience-balance-scorecardphp
Definition of Usability Infrastructure httpwwwupassocorgconferences_and_eventsupa_conference2004programWorkshopsMcElroyhtml
Anybody Can Do Usability httpwwwuseitcomalertboxanybody-usabilityhtml
Thompson Reuters Front End Customer Strategy httpwwwcmo-conferenceorgsystemapplicationviewsimages_ceThomas_Brown2pdf
Towards a UX Manifesto http141115282cost294upload506pdf
31
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
References UX Marketing
Title URL
Selling Usability Convincing Colleagues and
Management
httpwwwnngroupcomeventstutorialsselling_usabilityhtml__utma=1645346601133121700513312
1700513312170051amp__utmb=12101331217005amp__utmc=1amp__utmx=-
amp__utmz=1133121700511utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=maturity20model
20usabilityamp__utmv=-amp__utmk=101115393
Crossing the Chasm Promoting Usability in the
Software Development Community
httpwwwwqusabilitycomarticlesupa-workshophtml
Strategic Usability What Do People Want httpwwwusereffectcomtopicstrategic-usability-what-do-people-want
A Toolkit for Strategic Usability Results from
Workshops Panels and Surveys
httpwwwcoventryacukec~peverym23cdedocsa20toolkit20for20usabilitypdf
Institutionalizing User Experience A Consulting
Challenge
httptecedcomwp-contentuploads201106upa2008-institutionalizing-user-experiencepdf
Strategic UX slideshow httpwwwslidesharenetleisastrategic-ux-workshop-ux-bristol
Building the UX Dreamteam httpwwwboxesandarrowscomviewbuilding-the-ux
Building the UX Dreamteam - Part 2 httpwwwboxesandarrowscomviewbuilding-the-ux55
We Tried To Warn You The organizational
architecture of failure
httpwwwboxesandarrowscomviewwe-tried-to-warn-you
We Tried To Warn You Part 2 httpwwwboxesandarrowscomviewwe-tried-to-warn-you32
Integrating Prototyping Into Your Design Process
Using appropriate fidelity for the situation
httpwwwboxesandarrowscomviewintegrating
Itrsquos Our Research Getting stakeholder buy-in for user
experience research projects
httpitsourresearch
Why I canrsquot convince executives to invest in UX (and
neither can you)
httpwwwuiecombrainsparks20110608why-i-cant-convince-executives-to-invest-in-ux-and-
neither-can-you
13 common objections against user requirements
analysis and why you should not believe them
httpwwwinteractionarchitectcomarticlesarticle20000609bhtm
Market Research and Usability httpwwwstcsigorgusabilitynewsletter0007-marketinghtml
Another usability tool Marketing httpwwwsercocomImagesAnother20Usability20Tool-20Marketing20(Sep2005)_tcm3-32533pdf
Making User and Customer Experience a Business
Competency
httpuxmagcomarticlesmaking-user-and-customer-experience-a-business-competency
32
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33
References UX Return on Investment (ROI)
Title URL
Resources Usability in the Real World (Usability
Professionalsrsquo Organization web site )
httpupassocorgusability_resourcesusability_in_the_real_worldindexhtml
UX ROI User Experience Return on Investment httpwwwuxpassioncom200910ux-roi-user-experience-return-on-investment
HFI Animate - The ROI of User Experience with Dr
Susan Weinschenk
httpwwwyoutubecomwatchv=O94kYyzqvTc
The ROI of User Experience httpwwwslidesharenetalgorhythmux-basics-the-roi-of-ux
Building the Case for UX httpblogmitxorgBlogbid31422UX-ROI-Event-Recap
When ROI Isnrsquot Enough Making Persuasive Cases for
User-Centered Design
httpuxmatterscommtarchives200705when-roi-isnt-enough-making-persuasive-cases-for-user-
centered-designphp
ROI of User Experience (UX) httpwwwaericoncombloguser-experienceroi-on-user-experience-ux-design
The Business of Usability Developing Metrics to
Justify our Existence and Budgets
httpupassocorgupa_projectsusability_in_enterpriseworkshop2006indexhtml
Report Review NielsenNorman Groups Usability
Return on Investment
httpwwwboxesandarrowscomviewreport_review_nielsen_norman_groups_usability_return_on_invest
mentcomment_1640
33