Performance Matters - Digital Experiences - 17

So, how can we work together?
Change and UX can leverage one another's perspectives by combining
areas of expertise throughout the design process.
If you're thinking, " But we don't have anyone in UX on our team, "
consider which stakeholders are responsible for the design of the
experience. More roles are becoming responsible for UX, even if it's
an implicit part of what they do, rather than their title. Some examples
of " hidden " UX designers include people who build online training
programs using rapid authoring tools; people who create layouts and
navigation paths for their organization's intranet; and people who create
interactive PDFs, digital forms, and other assets.
Here are five opportunities for better collaboration and partnership
between UX and change:
1. Define success
Identify the desired behaviors that will support the future state vision,
including user behaviors within the digital experience. Then, determine
any potential barriers that can be removed to support adoption.
2. Build empathy
Develop personas and invite user representatives to participate in design
workshops. Invite users to participate in the design process to ensure
that the solution meets their needs, is intuitive to use, and generates
positive buzz and awareness.
3. Map the journey
Map user stories and key moments in the user journey directly to
business needs. Consider how the digital experience will help users
stay productive, understand and complete tasks, stay engaged,
AND learn-as well as what the impact will be on the business.
4. Gather feedback
Capture impacts and build awareness at the same time through prototype
testing, piloting, and engaging super users. Invest more time to ensure
the solution is useful and user friendly. Build a network of early adopters.
5. Plan for future enhancements
Align on and capture metrics to measure engagement to support
evaluation as well as ongoing improvements to the solution to drive
sustainable change.
A poor user experience will result in poor engagement, no matter how
robust the change plan. As digital experiences become more integral to
performance and transformation initiatives, it is beneficial for change
leaders to dedicate time to partnering closely with UX strategists.
Likewise, UX strategists can benefit from collaborating closely with
change leaders to ensure a successful launch for new digital experiences.
Ultimately, partnerships among UX and change will result in better
experiences for people that drive desired behaviors and results.
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about the author
Molly Winter is a Senior Solutions Change Consultant at TiER1 and is
based in the Chicago area. She enjoys engaging diverse perspectives and
experiences to deliver creative solutions. Molly spent six years working at
nonprofit organizations in Washington, D.C., Chicago, and Germany,
developing leadership training and multicultural programs for young adults
and Jewish refugees.
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PERFORMANCE MATTERS / PG 17
https://tier1performance.com/author/m-fried/
Performance Matters - Digital Experiences

Table of Contents for the Digital Edition of Performance Matters - Digital Experiences
