Dr. Donald Norman has suggested a hierarchical structure of activities, tasks, actions, and operations to better understand our customers’ interactions with solutions. In this model, activities are comprised of tasks, which are comprised of actions, and actions are made up of operations. This “activity centered” philosophy is focused on the activity—not the person. If a … Read more
Level 3: Integrated User Experience and Predictable Process When an organization integrates user experience into their corporate strategy then, using metrics, they can effectively control their customers’ user experience with their organization, products, and services. In particular, the organization can identify ways to adjust and adapt the process to particular projects and tailor it to … Read more
Level 0: Initial Stage We don’t know what we don’t know… Initially, your organization may not even be aware of the concept of user experience. Someone shares this knowledge and a grass root effort begins. Usually it is an ad hoc effort on a small project. If the effort is successful and the benefits are … Read more
I have found that user experience management varies from organizations that are just becoming aware to the concepts of user experience to organizations where user experience is one of their core distinctions if not the core distinction. The User Experience Maturity Model is a framework that describes an organizations maturity along this continuum. It defines … Read more
Organizations and their products and services have a “user experience” regardless if the organization is consciously managing it. User experience encompasses all aspects of the end-user’s interaction with an organization, its services, and its products.1 A good user experience delights customers – increasing adoption, retention, loyalty, and, ultimately, revenue. A poor user experience detracts customers, … Read more
Corporate UX Maturity: A Model for Organizations User Experience Magazine: Volume 9, Issue 1, 2010 Organizations and their products and services have a user experience regardless if the organization is consciously managing it or not! A good user experience delights customers and creates a steady revenue stream while a poor user experience detracts customers and … Read more