Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

A Top-Down and Bottom-Up Approach to User-Centric Maturity at Scale

Gold
Monday, January 8, 2024 • Enterprise Experience 2020
Share the love for this talk
A Top-Down and Bottom-Up Approach to User-Centric Maturity at Scale
Speakers: Vasileios Xanthopoulos
Link:

Summary

User-centric design and development mindset and maturity has been low in an enterprise context. UX departments struggle a lot to gain momentum and help organizations create better products in various different ways with RoI of their efforts being low. How might we increase the user-centric maturity and mindset of the enterprise in a more organic way and help as many product teams as possible while having insufficient UX specialists? Vasilieos will present a case study for top-down and bottom-up approach taken at LEGO with practical information, learnings and reflections so far.

Key Insights

  • Enterprise UX maturity requires both top-down executive buy-in and bottom-up grassroots training.

  • Starting UX without support leads to ‘lipstick on a pig’ outcomes where UX is superficial.

  • Treating the UX department as a business with responsibilities increases influence and strategic impact.

  • With only seven UX designers for 400 products, focusing on highest ROI products is necessary but causes coverage gaps.

  • Embedding a UX partner at leadership level within business streams aligns UX vision with product strategy.

  • Using system usability scale (SUS) scores as a KPI standardizes measurement across a large product portfolio.

  • Vendor selection criteria incorporating usability prevents long-term failure from poor off-the-shelf solutions.

  • The UX academy trains non-designers on practical UX methods, increasing UX capacity organically by upskilling existing staff.

  • Securing dedicated time (20%) for UX activities within product teams is crucial for effective bottom-up adoption.

  • User-centric mindset spreads more successfully when peer colleagues, not external UX teams, lead the change.

Notable Quotes

"User experience is not like the sauce you put on your steak to make it taste better. It is the actual protein within the steak."

"Before, UX was usually brought in very late and expected to just put lipstick on a pig."

"We cleared three weeks of calendars to detach and look at the big picture — that was our UX reboot."

"We run our UX department as a business, with responsibilities, requirements, and expectations."

"With seven UXters for 400 products, the math doesn’t add up, so we must choose where we focus."

"A UX partner needs to develop a thick skin when engaging senior VPs and directors."

"We set the system usability scale score as a KPI for all products to improve measurement and usability."

"The UX academy gave non-designers 20% of their time to learn and practice user experience methods."

"The colleagues sitting next to you, not outsiders, are the best champions to spread UX mindset."

"One of our UX ambassadors transitioned to a full-time UX designer role after the academy."

Ask the Rosenbot
Erika Flowers
Introduction to MURAL for UX
2021 • Design at Scale 2021
Gold
Jorge Arango
AI as Thought Partner: How to Use LLMs to Transform Your Notes (3rd of 3 seminars)
2024 • Rosenfeld Community
Tony Turner
Capturing Deep Insights
2021 • DesignOps Summit 2021
Gold
Chris Geison
Theme 1 Intro
2022 • Advancing Research 2022
Gold
Ian Swinson
Designing and Driving UX Careers
2016 • Enterprise UX 2016
Gold
Benjamin Real
Maturity Models: A Core Tool for Creating a DesignOps Strategy
2021 • DesignOps Summit 2021
Gold
Sarah Brooks
Theme Three Intro
2022 • Civic Design 2022
Gold
Matt Stone
Scaling Empathy, A Case Study in Change Management
2021 • Design at Scale 2021
Gold
Michaela Mora
Advanced Concept Testing Approaches To Guide Product Development and Business Decisions
2022 • Advancing Research 2022
Gold
Bria Alexander
Reflect and Chart Forward
2021 • Civic Design 2021
Gold
Kevin Bethune
Reimagining Design: Unlocking Strategic Innovation
2022 • Design at Scale 2022
Gold
Sarah Alvarado
How to make UX research leadership more effective [Advancing Research Community Workshop Series]
2023 • Advancing Research Community
Aurobinda Pradhan
Introduction to Collaborative DesignOps using Cubyts
2022 • DesignOps Summit 2022
Gold
Lena Shenkarenko
Collaborative Wireframing for Creating Team Alignment and Shipping Better Products
2020 • DesignOps Summit 2020
Gold
Daniel Korczynski
From generic to contextual research insights with AI | Live Q&A
2026 • Advancing Research 2026
Gold
Maria Taylor
Knowledge is Power: Managing the Lifeblood of the Design Org
2023 • DesignOps Summit 2023
Gold

More Videos

Jim Kalbach

"We have never played together before and never rehearsed, yet we pulled off a great rendition spontaneously."

Jim Kalbach

Jazz Improvisation as a Model for Team Collaboration

November 6, 2017

Louis Rosenfeld

"People saying you should write a book is nice, but it’s not the real reason you should write one."

Louis Rosenfeld

Coffee with Lou: Should You Write a (UX) Book?

March 7, 2024

Catt Small

"Staff and principal designers need to balance zooming in on execution and zooming out to define strategic vision and minimize risk."

Catt Small Micah Bennett Brian Carr Jessica Harllee

What's Next for ICs: Exploring Staff and Principal Designer Roles

February 22, 2024

Marieke McCloskey

"Finding out more about these most active users is a key priority this year, said our CEO at the board presentation."

Marieke McCloskey

User Science: Product Analytics & User Research

March 11, 2021

Llewyn Paine

"Ultimately, AI avatar tools offer UX teams options to keep recordings while meeting legal compliance."

Llewyn Paine

[Demo] Deploying AI doppelgangers to de-identify user research recordings

June 5, 2024

Joshua Noble

"Correlation doesn’t imply causation, but sometimes two things happening together do imply a causal mechanism."

Joshua Noble

Casual Inference

October 6, 2023

Sara Logel

"Not all learnings lead to crucial conversations, but big insights often do, requiring emotional awareness."

Sara Logel

Your Colleagues are Your Users Too

March 29, 2023

Bria Alexander

"Enterprise is kind of sexy because big, hairy, hard problems of scale and distribution live at the enterprise."

Bria Alexander Louis Rosenfeld

Welcome

January 8, 2024

Sam Proulx

"We often say don’t make me think. When that’s not possible, reuse and recycle those learnings."

Sam Proulx

Online Shopping: Designing an Accessible Experience

June 7, 2023