Embed Size (px)
DESCRIPTION
This is from part of my talk in UCD 2013 (http://2013.ucduk.org/session/session-b1-ux-in-non-ux-organisations/) In a world where price is a major driver for large IT service providers and financial institutions and their clients, success is often judged by delivery on time and to budget, often leading to solutions that provide sub-standard experiences. User Experience is often viewed as an unnecessary cost; however, we believe that UX and the use of UCD methods can help de-risk engagements, save costs, increase workplace productivity and end-user satisfaction. Sharing our experiences of working as the sole UX practitioners in large organisations, we investigate methods for analysing archetypal engagements that large IT and financial institutions often enter into. Using scenario based problems and a defined analytical framework; participants will explicate the key business and economic levers from each scenario that can be used to generate organisational buy-in into the UCD process from both internal and client stakeholders. Ensuring that User Experience is viewed as a key metric for evaluating project success.
Citation preview
Session B12Dimitris Kontaris, Simon Grantham
UX in Non UX organisations
[email protected]; @dkontaris
[email protected]; @simon_grantham
#nonux
@ucduk #ucd2013
@dkontaris @simon_grantham #ucd2013 #nonux
Introductions
Dimitris Kontaris!Senior Consultant, Accenture
Experience Consultancy
Simon Grantham!Senior Consultant, Accenture
Experience Consultancy
���2
@dkontaris @simon_grantham #ucd2013 #nonux
Why This Topic?
There is a growing discussion about a “UX team of one”… but this area mainly focuses on how to deliver UX in a stripped down version to inform the development of a “decent” product. !!!We believe that approaching UX with the view of delivering “minimum viable UX” may achieve short-term goals but it has the possibility of being damaging in the longer term.!!!“Enterprises too often associate usability and user experience (UX) work as a nice-to-have aesthetic rather than an important business value generator. As a result, poor usability undermines business results with external and internal stakeholders.”[1]
[1] Gartner Research Document!Best Practice for Driving Business Value Through Usability and User Experience, Ray Valdes, Brian Prentice, 20/11/12
���3
@dkontaris @simon_grantham #ucd2013 #nonux
We All Love Dilbert, Right?
Unfortunately this is just wrong!
���4
A ‘UX Team of One’ needs a well thought through strategy that spans an entire organization, and that clearly articulates the benefits of UX in a manner that is
appealing to a diverse group of stakeholders.
@dkontaris @simon_grantham #ucd2013 #nonux
Good Product Development and Management
“We don’t give lip service to…understanding. We dig deep. We immerse ourselves in people’s day-to-day lives. We work hard to find the tensions that we can help resolve. From those tensions come insights that lead to big ideas”.
Play to Win: How Strategy Really Works,!Lafley, A.G, Roger, L.
Sounds familiar? This could have come from any book, blog or website about User Experience.
���5
@dkontaris @simon_grantham #ucd2013 #nonux
Dilemmas
What is the company gaining from it?!!How can you prove it’s worth it?!!Why spend money to fix what they think is not broken?
We need the budget to do UX and thus prove it’s “worth it”.!!Prove UX is worth it to get the budget to do it.
���6
Persuading the Big Boys
���7
Persuading the Big Boys
���8
Project
Persuading the Big Boys
���9
Project
Persuading the Big Boys
���10
Trying to convince from the
outside layers
Organisation Departments Project Project
Persuading the Big Boys
���11
Influencing from the inside, one project at
a time.
Organisation Departments Project Project
Persuading the Big Boys
���12
Scale. !Successful Projects → Successful Department
Organisation Departments Project Project
Persuading the Big Boys
���13
Scale More. !Successful Departments →
Successful Organisation
@dkontaris @simon_grantham #ucd2013 #nonux
Persuading the Big Boys
���14
It’s like the Company has been bitten by a radioactive wireframe
and has UX super powers now!
Organisation Departments Project
Persuading the Big Boys
���15
Differentiation Cost
Quality
Organisation Departments Project
Persuading the Big Boys
���16
Differentiation Cost
Quality
Organisation Departments Project
Persuading the Big Boys
���17
Differentiation Cost
Quality
Persuading the Big Boys
���18
Organisation Departments Project Differentiation Cost
Quality
System of self-reinforcing ideas and value propositions that enable measurable and quantifiable benefits to generate organisational change.
@dkontaris @simon_grantham #ucd2013 #nonux
Table Version
���19
Cost Quality Differentiation
Project
Department
Organisation
Applying UX methods on project, department and subsequently organisation level, how will UX prove beneficial and decrease the costs,
improve the quality, and foster differentiation on every level?
@dkontaris @simon_grantham #ucd2013 #nonux
Let me tell you a story... / WorkshopImagine you are working at a company where money is made from selling SaaS subscriptions. The company is basically making deals not with the end users, but the managers. As a result, the end users of the product have no say and therefore can’t “vote with their wallets”.
How can the managers be convinced that UX is something that is worth fighting and paying for?
���20
You work for an IT services company who is having a problems with a customer relationship. The current project is behind schedule, and the client is feeling disenfranchised.
How can a UX Practitioner construct a persuasive argument for the inclusion of UCD methodologies for winning back the trust of the client, and which activities would be the most appropriate?
Moreover, through the use of UCD methods can the project be de-risked and an effort be made to bring the project status back into alignment with the original schedule?
@dkontaris @simon_grantham #ucd2013 #nonux
Wrap Up
���21
@dkontaris @simon_grantham #ucd2013 #nonux
Thank You!
���22
![[UX Series] 1 - UX Introduction](https://img.pdfslide.us/doc/110x75/563db7f0550346aa9a8f53b0/ux-series-1-ux-introduction.jpg)
