Institutionalise UX Methodology: Phase C – Organisation

The focus of the organisation phase is to develop a UX team.

Institutionalise UX Methodology: Phase C - Organisation Institutionalise UX Methodology: Phase C – Organisation

The steps for Phase C include:

  • C1. Define the UX organisational structure:
    • A central UX team is required.
    • What to do:
      • Three types of organisational structures are commonly considered for the permanent UX team.
        • Matrix: A central UX group, but this group does not do all the work. The central group also supports UX practitioners working with different project teams (medium and large organisations).
        • Centralised: All UX staff members are in a single team and are assigned temporarily to help on specific projects as required (small organisations).
        • Decentralised: UX staff members are allocated to specific projects and report upwards through the various levels of responsibility of business (not recommended).
        • More information is available in the “Institutionalization of Usability” book by Dr Eric Schaffer.
  • C2. Define and recruit UX staff:
    • The success of the UX effort depends very much on the quality and suitability of the staff recruited to do the work. The steps that were completed in the setup phase provide a clear understanding of the types of people needed.
    • What to do (the following are typical required roles):
      • UX Manager: Manages the UX team, including policy, strategy, projects, research and UX staff. The UX Manager needs to be the lead evangelist of UX.
      • Information Architect: Produces prototypes, sitemaps, information architecture and wireframes of websites and systems.
      • Usability Engineer: Conducts usability testing, including formal laboratory testing, eye tracking, informal testing, walkthroughs, expert evaluations and heuristic evaluations.
      • Senior Web Designer: Designs concepts and prototypes, implements branding and delivers the full design of a website or system.
      • Web Designer: Supports the Senior Web Designer to produce design concepts, image and graphic enhancements and design, PSD files and CSS. This position can be combined with the Senior Web Designer.
      • User Researcher: Conducts surveys, questionnaires, interviews, focus groups, personas, user profiles and research.
      • UX Designer: Supports the Information Architect to produce information architecture and wireframes. The UX designer conducts research on usability and design best practices, current and new technologies (for example, mobile best practices) and assists the Usability Engineer in the usability laboratory. This position can be combined with the Information Architect.
  • C3. Support required from other staff:
    • The UX team needs to be supported by staff members in the overall website team (such as technology and content staff).
    • What to do (the following supporting roles may exist):
      • Content: Managing Editor; Content Strategist; Content Writers/Editors; Translators; Social Media Managers; Subject Matter Specialists.
      • Technology: Technology Manager; Developer; Test Engineer; Application Development Manager; Solution Architect; System Administrator; Scrum Master.
      • Other: Brand Strategist; Business Analyst; Project Manager; Change Manager; Trainer; Stakeholder Manager; Communications; Website Manager; Procurement Specialist.
  • C4. Using contractors:
    • When using external expertise, find a supplier who will work collaboratively and help to transfer skills to in-house teams.
    • What to do:
      • Have a statement of work written for the UX contractor.
      • Work collaboratively.
      • Transfer skills to in-house teams.

View the other Institutionalise UX methodology phases:

Download: Marco-Pretorius-PhD-Thesis (File type: PDF. File size: 7.9 MB)