Institutionalization of UX

A Step-by-Step Guide to a User Experience Practice
Addison Wesley (Verlag)
  • 2. Auflage
  • |
  • erschienen am 11. Dezember 2013
E-Book | ePUB mit Adobe-DRM | Systemvoraussetzungen
978-0-13-312381-4 (ISBN)
"This book is a great how-to manual for people who want to bring the benefits of improved user experience to their companies. It's thorough yet still accessible for the smart businessperson. I've been working with user-centered design for over twenty years, and I found myself circling tips and tricks."

-Harley Manning, vice president & research director, customer experience, Forrester Research

"Some argue that the big advances in our impact on user experience will come from better methods or new technologies. Some argue that they will come from earlier involvement in the design and development process. The biggest impact, however, will come as more and more companies realize the benefits of user-centered design and build cultures that embrace it. Eric offers a practical roadmap to get there."

-Arnie Lund, connected experience labs technology leader and human-systems interaction lab manager, GE Global Research

"User experience issues are a key challenge for development of increasingly complex products and services. This book provides much-needed insights to help managers achieve their key objectives and to develop more successful solutions."

-Aaron Marcus, president, Aaron Marcus and Associates, Inc.

"This handy book should be required reading for any executive champions of change in any development organization making products that demand a compelling user experience. It does an excellent job in laying the foundation for incorporating user experience engineering concepts and best practices into these corporations. In today's competitive economy, business success will greatly depend on instituting the changes in design methods and thinking that are so clearly and simply put forth in this most practical and useful book."

-Ed Israelski, director, human factors, AbbVie

"If you're tasked with building a user-experience practice in a large organization, this book is for you (and your boss). Informed by years of case studies and consulting experience, Eric Schaffer provides the long view, clearly describing what to expect, what to avoid, and how to succeed in establishing user-centered principles at your company."

-Pat Malecek, former user experience manager, AVP, CUA, A.G. Edwards & Sons, Inc.

"For those of us who have evangelized user experience for so many years, we finally have a book that offers meaningful insights that can only come from years of practical experience in the real world. Here is a wonderful guide for all who wish to make user experience a 'way of life' for their companies."

-Feliça Selenko, Ph.D., former principal technical staff member, AT&T

"Dr. Schaffer's mantra is that the main differentiator for companies of the future will be the ability to build practical, useful, usable, and satisfying user experiences. This is a book that provides the road map necessary to allow your organization to achieve these goals."

-Colin Hynes, president, UX Inc.

Computer hardware no longer provides a competitive edge. Software has become a broadly shared commodity. A new differentiator has emerged in information technology: user experience (UX). Executives recognize that the customer satisfaction that applications and websites provide directly impacts a company's stock price.

While UX practitioners know how to design usable, engaging applications that create good user experiences, establishing that process on an industrial scale poses critical IT challenges for an organization.

  • How do you build user-centered design into your culture?
  • What infrastructure do you need in order to make UX design faster, cheaper, and better?
  • How do you create the organizational structure and staffing solution that will support UX design over time?

Institutionalization of UX shows how to develop a mature, user-centered design practice within an enterprise. Eric Schaffer guides readers step by step through a solid methodology for institutionalizing UX, providing practical advice on the organizational change, milestones, toolsets, infrastructure, staffing, governance, and long-term operations needed to achieve fully mature UX engineering.

First published in 2004 as Institutionalization of Usability, this new, expanded edition looks beyond the science of usability to the broader, deeper implications of UX: Once customers can use your applications and websites easily, how does your organization ensure that those engagements are satisfying, engaging, and relevant? Contextual innovation expert Apala Lahiri contributes a new chapter on managing cultural differences for international organizations.

Whether you are an executive leading the institutional-ization process, a manager supporting the transition of your organization's UX practice, or an engineer working on UX issues, this guide will help you build a mature and sustainable practice in UX design.

2. Auflage
  • Englisch
  • Boston
  • |
  • USA
Pearson Education (US)
  • Für höhere Schule und Studium
  • 14,80 MB
978-0-13-312381-4 (9780133123814)
Dr. Eric Schaffer's prediction that the most profound differentiator for corporate computing would be a positive online user experience has made him a visionary of the "Third Wave of the Information Age." Dr. Schaffer saw that differentiation would come from getting the user experience design job done efficiently, easily, and without frustration. Founder and CEO of Human Factors International, Dr. Schaffer has been in the field since 1977 and has run consulting and training operations worldwide.

Apala Lahiri, global chief of technical staff at Human Factors International and CEO of Institute of Customer Experience, is one of the world's top experts in cross-cultural design and contextual innovation. The Bollywood Method, Bizarre Bazaar, and Funky Facilitator are just a few of the creative techniques she has developed to help companies understand user experience in diverse cultural and economic environments.

Preface xiii

Acknowledgments xvii

Read This First! xix

About the Authors xxxix

Part I: Startup 1

Chapter 1: The Executive Champion 3

The Value of Usability 4

Beyond Classic Usability 11

CEO Wants a Great Customer Experience: Now Don't Fall for UX Fads or Half-measures 16

Who Can Be a Champion? 22

The Role of the Executive Champion 22

Keep Moving on the Strategy, Keep Expanding and Innovating 24

Chapter 2: Selecting a Usability Consultant 29

Staffing 32

Completeness of Solution 33

Domain Expertise 34

Methodology 35

Tools and Templates 36

Object-Oriented Approach 37

User-Centered Size and Stability 38

Corporate Cultural Match 39

Specializations 40

Organizational Structure 41

Change Management Ability 42

Quality Control and Feedback 42

Ongoing Training for the Consultancy's Staff 43

Summary 44

Part II: Setup 45

Chapter 3: Institutionalization Strategy 47

What to Consider When Developing the Strategic Plan 51

A Proactive Organization 52

Coordinating Internal Staff and Consultants 53

The Importance of Sequence 54

Targets of Opportunity 57

Slower Can Be Better 58

Phasing in Design Standards 58

Key Groups for Support or Resistance 60

Training 63

Methodology and Infrastructure 64

The Project Path 65

Levels of Investment 65

Summary 66

Chapter 4: Methodology 67

What to Look for in a User-Centered Methodology 68

An Outline of The HFI Framework 73

A Quick Check of Your Methodology 82

The Challenges of Retrofitting a Development Life Cycle 82

Templates 87

Summary 88

Chapter 5: Interface Design Standards 89

What Is an Interface Design Standard? 90

Types of Standards 91

Screen Design Templates 92

Patterns 94

Other Contents of a Design Standard 95

The Scope of Design Standards 96

The Value of Design Standards 98

The Process and Cost of Developing Standards 100

Disseminating, Supporting, and Enforcing Standards 102

Summary 105

Chapter 6: Standard User Profiles and Ecosystem Models 107

The Worst Practice 108

Thin Personas: "Jane Is 34 and Has a Cat" 110

Quality Personas 111

The Best Practice: Working with Full Ecosystems 112

Standard User Profiles and Ecosystems 113

Static versus Organic Models 115

Summary 116

Chapter 7: Tools, Templates, and Testing Facilities 117

Introduction to Your Toolkit 118

Testing Facilities 119

Recording of Testing Sessions 122

Modeling Tools and Software 124

Data Gathering and Testing Techniques 131

Advanced Methods 134

The Special Needs of International Testing 135

Recruiting Interview and Testing Participants 137

Summary 140

Chapter 8: Training and Certification 141

Types of Training 142

Certification 149

A Typical Training Plan 151

Conferences 151

Summary 153

Chapter 9: Knowledge Management 155

Why Conventional Knowledge Management Fails 157

The Cost of Failure 158

Object-Oriented UX 159

Professionals Don't Start from Scratch 162

Linkages 162

Summary 164

Part III: Organization 165

Chapter 10: Governance 167

The Roots of the Governance Problem 168

Memes That Kill 169

Education Helps 172

Verify That a Methodology Is Applied 174

Closing the Loop on Standards 178

Checking If the Practice Is Alive 180

Summary 184

Chapter 11: Organizational Structure 185

Organizational Structures for User Experience Design Teams 188

Placement of a Central Team in the Overall Organization 192

Escalation of Problems 198

Graphic Artists, Writers, and Other Usability-Oriented Staff 199

Summary 200

Chapter 12: Staffing 201

The Chief User Experience Executive 203

The Central Usability Organization Manager 204

The Central Usability Organization Staff 206

What to Look for When Hiring 219

An Offshore Model 230

Summary 233

Chapter 13: Projects 235

Doing It Right 237

Managing by Project Importance 237

Who Will Do the User Experience Design? 239

Different Strategies for Practitioner Involvement 240

Working Smart 242

Efficient Project Planning 244

Estimating Experience Design Work 244

Summary 246

Part IV: Long-Term Operations 247

Chapter 14: Long-Term Activities of the Central Team 249

Maintaining Respect and Negotiating Effectively 251

Maintaining Momentum 252

Evangelizing 255

Training 258

Mentoring 259

Supporting Standards 260

Supporting the Community 262

Performing Usability Testing 263

Focusing on Metrics 264

Having Responsibility 266

Reporting to Executives 267

Summary 271

Chapter 15: The Future 273

Symptoms of Leaping the Chasm 274

Maturity 276

Your Organization's Maturity 277

Process, Capabilities, and Staffing 277

Strategy, Innovation, and Persuasion 280

New Technologies 281

Chapter 16: Design for Worldwide Applications 283

Do International Markets Really Matter? 283

How Does Bad Cross-Cultural Design Happen to Good Organizations? 284

Internationalization, Localization, and the Challenges of Current Practice 285

Between the Idea and the Reality Falls the Shadow 287

The Criteria for Success 287

A New Global Delivery Model for Local User Experience 288

Critical Tools 290

Local Understanding, Global Success 291

Are There Populations We Cannot Reach? 294

Can We Look Forward to a Unified Globe? 296

Emergence of the "Third China" 298

References 301

Index 305

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