#UX mind inside the organisation: the path is hard, but can be done

The journey to implement and improve UX awareness inside an organisation is not easy

The following article is a reflection piece written a year ago — March 2016 — , after a self-reflection article published after my Industry Research Project during my journey with Hyper Island UK. Some of my discoveries and conclusions are still valid; some are not a reality anymore. Gladly, evolution occurred.

Set up for a usability test, design research and competitive analysis — Lisbon, March 2016

2013: the shifting year.

The journey to improving a UX awareness inside an organisation started in 2011. The concern was new for must of stakeholders. And, stayed that way, some did consider the implications and process, some didn’t.
It is a fact that we can change anyone just by saying that they need to change. People need to see the need to change. Otherwise, someone will change before them, and relevance is lost.

How *I* define great UX.

Being my background visual design, passing to web design in an early stage, over the years I have learned that for a great user experience, the bigger pictures needs to be considered. Design alone can’t create a great user experience. The value is measured how customers value the experience. It is the value of the expectations, of what has been promised and what the product delivers, that is the ultimate measurement to make.

The journey to implement and improve a UX awareness inside an organisation is not easy.

The turning point occurred when I face my organisation and their relation with #UX.

Early 2015, I visited The Guardian UX Lab, in London, and talk to professionals about their daily experiences and how they deal with stakeholders. We all have the same problems, I discover. Back in Lisbon, with a green card to implement some of those learnings, I found out that the green was like yellow turning red. The organisation was not ready, some people were.

During a research session @ The Guardian UX Research Lab: a big thank you to The Guardian UX team to share their experience and practice — London, February 2015

With all the U-turns on management and direction of pursuit, we need to adapt to circumstances, not to give up on doing the best work and foster for great UX.

This is the foundation of my thinking and doing. Change and adapt the methods, trust others and trust me. Try and error, adjust, try again and so on is the path for great work that users will reward professionals by coming back, every day and engage with the websites, apps, web apps, etc., that were design with their in mind. Trusting our work is rewarding.

“The show must go on,” that is the reality, people do not stop and show up, browse through the products and services that we design because there are organisational issues to cope.

They only stop and show up if the quality of the work is there. Every time I encounter new stakeholders, my job starts again, advocating for the user and pushing for connection between all. Context is not castrating, is the constraints that designers need to work with, just that.

Looking inside and outside.

Evaluating personal skills, decide whether it is the skill-set to have and want to get better. By engaging the UX community, the dialogue is of learning and sharing knowledge continues.

Engaging more strategically with every stakeholder.

When creating user experiences, professional cannot look solely at what are the offer; it is imperative to understand the user’s situation. To create great user experiences, designers need to rethink the entire processes.

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