What Is UX Strategy?

I’ve seen the needle and the damage done, a little part of it in everyone.
— NEIL YOUNG (1972)

A few years ago, a highly successful software engineer became an entrepreneur because he had a problem — someone he loved needed treatment for a drug addiction. He embarked on a daunting journey that millions of Americans face each year — to find appropriate care at a reputable facility. However, the road was filled with uncertainty and pain points; there was no price transparency, no centralized place to research the facilities with unbiased reviews, and scads of liars running overpriced facilities while preying on desperate people just like him. But during the course of his research, he discovered that reputable treatment centers also struggled with certain things: they constantly had empty beds; they had difficulty sifting through referrals for appropriate patients; and it was a hassle to collect payments from insurance companies. At the end of his journey, the software engineer saw the opportunity to embark on a different kind of adventure. He could solve a market problem and at the same time help people with a personal problem about which he was very passionate. That’s how his startup was born; his idea to connect the right patients with the right kind of treatment centers through an online interface.