Many companies have embraced a user centred or customer first approach to how they do business, to some degree at least. But almost all, it has to be said still have a long way to go.
|User Vision Breakfast Briefing|
Image credit User Vision (http://bit.ly/1DhtO1r)
The session included some interesting models which I will be keeping in mind for future presentations of my own.
Presenter Stephen Denning talked about how businesses should be thinking about their customer/user first:
- Touch points
But how often is it the other way round? A system is procured that sets out procedures for predefined touch points. With these established, there's a limit to how much UX professionals can enhance user interactions and experiences.
We reflected on the simple 3 circle Venn diagram of:
Something like this:
|Image credit: GordonChoi.com|
Where do our organisations give emphasis? Everyone in the room - higher ed, government and finance mainly - agreed that it was tech that was the primary driver and the typically the user came last. A simple indicator of how user focused our organisations are, even with established UX teams in some instances.
The session then went on to look in detail at a 4 quadrant UX maturity model developed by Tomer Sharon 2012. Hearing about this prompted me to dig a bit deeper, and I turned up this great article which is well worth a read:
Dealing with Difficult People, Teams, and Organizations: A UX Research Maturity Model - article by Tomer Sharon for uxmatters.com
So, all in all a really useful and interesting session, with a group of professionals across a range of sectors all encountering the same challenges. And of course, breakfast!
Thanks as ever to User Vision for a great breakfast briefing, and to presenter Stephen Denning.
UX Maturity breakfast briefing overview - User Vision website