Questions to ask

How far behind the start line is your organisation?

The questions below will help you take stock of your organisation’s maturity when it comes to user experience:

• Can you link UX measures to the strategic goals of your organisation?
• Do you have a detailed understanding of the pain points for customers across channels and touchpoints
• Can you prove a causal link between good user experience and business performance?
• Do you have a clear case for capital investment in user experience?
• Do you have a clear framework by which you can plan and prioritise UX activities?
• Is your vision for user experience consistently understood and supported across your business?
• Is your UX an expression of your brand values (and vice versa)?

Don’t panic. Most companies in the world would currently have to answer ‘no’ to most of these questions. Which raises a point in itself: imagine the competitive advantage that could come out of being able to say ‘yes’...

The next section looks at what it takes to develop and implement a user experience strategy.