My Upcoming Virtual Seminar: 16 (Mostly) Difficult Steps to Becoming a Customer Experience-Driven Organization

(also published on

Last October, I taught at UIE’s UI13 Conference. All teachers are invited to give an additional 90-minute presentation. In early September, I had my first child (my son, Jules), and that experience encouraged me to focus on what was truly important. I considered what was the most important presentation I could give, what could actually make an impact on the lives of the people there, and it lead me to my talk, “16 (Mostly) Difficult Steps To Becoming A Customer-Driven Organization.” I am presenting this on February 11 (10am Pacific, 1pm Eastern, 1700 GMT) as part of our virtual seminar series.

The talk is drawn from, well, nearly 15 years doing user experience work. It’s culled from a variety of sources, including our report “Leveraging Business Value: How ROI Changes User Experience,” our book Subject to Change, our interactions with clients and colleagues, and lots of reading.

I’ll admit it — the presentation is a little daunting. Covering 16 steps is a lot. But I felt I needed to do that to be responsible to the subject. Changing an organization is arduous. If you follow the steps in this talk, it could take 2, 3, even 5 years. But, and I think this is the most important element to remember — it can be done. It can work. And, perhaps even more importantly — it must be done, if we want the organizations we work for to be humane and respectful.

I hope you find the time to attend this virtual seminar, and I look forward to encouraging a dialogue on this subject. Register with the promotional code FOPM and get 15% off! (And you can use that for any of our Adaptive Path events).