A UX maturity model: Effective introduction of UX into organizations

Abstract

Getting products out the door with a fantastic user experience (UX) is becoming increasingly more important in all aspects of the business world. Large companies have raised the bar in consumer products in terms of UX design, which has leaked into non-consumer organizations and contexts. The same people, who are also consumers, are now going to work with equally high expectations in their enterprise applications or even using their "consumer" product at work. Naturally, organizations that create products have responded by hiring consultants or professional UX designers. Yet, despite having the right skills, organizations are not necessarily getting the results they want. Achieving great UX design is not just a function or talent of individuals, it is an organizational characteristic. Understanding the organization's "maturity" level is a necessary first step for improving the effective delivery of UX design and for enabling the organization to advance to the proverbial "next level." © 2014 Springer International Publishing Switzerland.