Summary
In this session, multiple UX professionals including JD share their experiences navigating complex enterprise environments where research and UX practices are often ignored or undervalued. They discuss the importance of gaining stakeholder buy-in early, understanding business motivations behind resistance, and using collaborative methods like workshops and mapping to foster alignment and ownership. JD details rigorous methods for measuring UX impact through statistically significant metrics such as NPS and SUS scores, emphasizing correlation over causation. The conversation also addresses challenges sustaining enthusiasm and relevance during multi-year transformation journeys, with insights on using storyboards, journey maps, and team rallying to reinvigorate motivation. Speakers highlight the unique potential of UX skills to contribute to social impact, urging designers to seek or create opportunities through mentoring, pro bono work, or internal support programs. Throughout the talk, patience, persistence, and clear communication tailored to stakeholders’ priorities emerge as crucial themes, alongside reflections on celebrating incremental wins and evolving strategy over time.
Key Insights
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UX professionals must seek early stakeholder buy-in to avoid research being ignored in enterprise settings.
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Understanding why stakeholders ignore research can reveal learning opportunities and align goals.
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Successful UX influence relies more on continuous collaborative sense-making than on static artifacts.
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Involving stakeholders in creating solutions builds ownership and reduces criticism.
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Connecting UX findings to executives’ metrics and language increases relevance and impact.
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Measuring UX impact needs rigorous statistical methods, focusing on correlation with user satisfaction and task success.
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Sustaining energy in transformations requires visual storyboards and journey maps to maintain focus on long-term goals.
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UX teams must periodically regroup and celebrate wins to maintain motivation during slow progress.
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Design skills have unique ‘superpowers’ that can be quickly valuable in social impact projects when organizations are prepared.
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Mentorship and internal support for social projects enable UX professionals to expand impact beyond day-to-day work.
Notable Quotes
"How can I know what I think until I see what I say? - EM Forster"
"Ignore the research is often a business decision; understanding why is a learning opportunity."
"It’s not about the map, it’s about the mapping: the activities and conversations create real sense-making."
"People are less critical of something they have ownership of; collaboration builds alignment."
"You have to continuously look for language that resonates with whoever your executive stakeholder is."
"It takes patience and fortitude; this is not transformational overnight, it happens slowly."
"Create a storyboard or journey map of the ideal experience to inspire and maintain focus on transformation goals."
"UX can be the shiny new thing in the beginning, but the fight is to keep that energy and relevance alive."
"Our skillsets can add value immediately in social impact contexts, bringing people together from day one."
"Give yourself and your team permission to take on passion projects to showcase diverse UX skills."
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