Infusing user experience into the organizational DNA of an enterprise it shop

Abstract

This case study describes how an enterprise IT user experience (UX) group evolved from its genesis as a tactical, backend fixer of usability issues to a strategic partner within a large IT department. We share specifics as to how UX emerged as a skillset, how UX professionals evolved their methods to increase their effectiveness, and how operational changes facilitated the adoption of UX practices within the corporate IT shop. We detail how data-driven UX decision-making was essential in transforming the traditional IT shop into a more user experience driven organization that better understands their target workforce and uses this understanding to set product strategy for the organization and drive strategic improvement of IT solutions. Learnings and insights from this journey provides guidance to others wanting to maximize the value of enterprise UX investments.