Comment convaincre votre codir de l’importance de l’expérience client ?

There are lots of things that UX professionals can do to enthuse business leaders about customer experience, writes Gareth Dunlop.

“My boss doesn’t get it.”

During the delivery of user experience training to hundreds of delegates across dozens of countries, this is by far the most common blocker attendees cite when we discuss the challenges of putting their new-found knowledge into practice.

I find it intriguing that in an environment where both the leadership team and designers want the same thing  get more happier customers, sell more stuff, make more profit, grow a healthy business  that designers struggle to persuade decision-makers that they have skills, knowledge and processes relevant to help them achieve their ends.

If you struggle with this because your boss is a jerk, then I can’t help. However, assuming the leaders in your business are good folks who want to do their best for the business and for themselves, then there are lots of things that UX professionals (researchers, analysts and designers) can do to enthuse business leaders about UX, get it on the agenda at board meetings and secure budget for investment.

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