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16 Challenging Steps to Becoming an Experience-Driven Organization

I am speaking at UI13 in a couple of weeks, and have been mulling on what I should talk about. I’ve decided on a talk tentatively titled “16 Challenging Steps to Becoming a Customer-Experience-Driven Organization.” The point being, it’s a slog, and you ought to be prepared for it. The 16 steps come from our work and research at Adaptive Path. Here they are.

Assess your organization’s experience maturity.
Understand people as people.
Execute a quick win.
Evangelize success.
Get an executive sponsor.
Move up the product planning food chain.
Develop an experience strategy.
Communicate that strategy with a clear and compelling vision.
Connect your work to financial outcomes.
Accept accountability.
Thaw the frozen middle.
Choose projects objectively.
Engage in design as an activity.
Think systems, not artifacts.
Deliver the Long Wow.
Do not become a department.

  1. I know it is many. Many is the point. I’m curious as to the effect of overwhelming people with notions. It’s an experiment. Bludgeon them!

  2. Yeah, I thought that was what you’re going for. In that case, 16 is not enough. Go for 23! (think Dr. Pepper, Baskin-Robbins, Heinz ketchup…)

  3. 10 is the magic number. The only other value numbers – in descending order – are 3, 7, 12 and 13. I think you can see why. Other numbers between 3 and 13 suggest incompletenes and anything over 13, disorganization.

  4. Man, no programmers here, I guess. A list of sixteen is great. You might as well have bulleted and numbered them 0 through F.

  5. Do not become a department.

    No departments? Just ux consultants and ux consulting companies?

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