Actions for Increasing an Organization’s UX Maturity
Sammanfattning: User experience (UX) design is becoming increasingly crucial for developing successful software today. It can determine whether or not users stay engaged with a product or service and it can also affect the time spent completing tasks which can make a large difference to employees when they try to get their job done. It is therefore important that organizations have their users in mind when developing software and that there is a maturity for UX and user-centered work. Since there are organizations where UX is not highly valued and where the maturity for UX is low it is interesting to find out what can be done to increase the UX work within these organizations, which was the aim of this thesis. The problem was addressed by studying a specific organization that expressed difficulty getting UX work to fit in their working routines, partly due to the fact that they were also working with agile software development. The organization’s maturity for UX was evaluated using Nielsen’s UX maturity model which is a model that describes eight different stages of UX maturity. Data was collected through a survey where questions were based on the UX maturity model and was then followed up with five semi-structured interviews. The results showed that the highest level of maturity yet reached within the organization was stage four, where there is a budget and plan for UX in some projects and where some teams have defined UX roles. A lower level of maturity could also be identified for some teams. Based on these findings, actions for how the organization can increase their UX maturity were discussed. These actions were concluded to be: plan for UX, find a way to show UX results, meet with real users, have UX professionals lead the way and structure UX work to fit with agile processes.
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