UXmatters has published 8 editions of the column Strategy Matters.
When I talk to companies, customers, and colleagues about UX strategy and the importance of understanding the end-to-end customer experience, I often tell stories about seemingly trivial parts of an experience with a brand that can have huge impacts. Small things can have significant impacts on customer acquisition and loyalty—and companies often overlook or under-prioritize them. For example:
Welcome to Strategy Matters, my new column on UXmatters, which will focus on answering these essential questions: How should we define UX strategy today? Where is it going? As UX professionals, how can we better develop ourselves and those who have yet to find their home in this field? Building on that premise, I’d like to put out a few disclaimers as I kick off this column:
User Experience has finally arrived! You may have heard this before—okay, perhaps many times before. I’ve said this a few times myself: “This is going to be the year for UX!” But, after my more than 15 years in this field, I’m personally convinced at last because I’m no longer predicting change. I’m seeing this change all around me. I think 2016 really is the year I’ll remember for the scales tipping toward User Experience as a strategy—when the business game changed in substantive ways.
As a consultant who works with many clients on their experience strategy and design, I’m seeing strong evidence that UX skills—both strategic and technical—are no longer ancillary, nice-to-have, episodic considerations. Read More