A follow-up: growing the maturity of UX Research at your company

by | May 17, 2019 | Uncategorized | 0 comments

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A follow-up: growing the maturity of UX Research at your company

How to determine UX maturity and actionable steps forward

Have you ever thought about the quality and effectiveness of the user research (or UX) practice at your current company? Or where your company stands in terms of how you are currently using user research? Or, most importantly, what level you are on and how to get to the next level of user research?

I think about this all the time. Processes, frameworks and how I am currently running user research can sometimes keep me up at night. The other day, I decided it was time to actually put my questions and thoughts into a framework, which was when I was introduced to the concept of UX maturity and UX maturity models

UX maturity is as it sounds: it is, essentially, how mature your organization is when it comes to dealing with UX and user research practices. For the purpose of this article, I am going to focus specifically on user research. Fortunately for all of us, the area of UX maturity has been researched, and there have been some wonderful resources created in this space, such as UX maturity models.

A UX maturity model enables a company to do exactly what I mentioned above: assess how mature a company is with their user research.

A model like this gives you a clear framework, allowing you to actually understand where you currently lie on the UX maturity scale, and what you have to do in order to get to the next steps.

Generally, the more UX research mature a company is, the more likely that are to fight for including user research in their business.

Assessing where your company currently lies within a UX maturity model is important for several reasons:

UX maturity models tend to have five or six different levels, depending on which you are looking at. Here are the most common hierarchies of UX research maturity:

There are many models available to use, such as the one below, used by GetYourGuide. This model is a great way to get started in determining, at a high-level, where the UX maturity lies at your organization.

Once you get this overview of the UX maturity, you can dive in a little deeper, using this more detailed model by Nasdaq:

This particular maturity model can end up looking more like a bingo board, with some areas may be more mature than others, which is why I love this particular model, and have used it at the company I currently work for. I identified our overall maturity using the first model, but I knew Nasdaq’s model would work better for us, specifically, because we were further along in some areas than others. This is what it looked like when I was done:

After I went through and completed this model, I had very clear insight into what I had to do next:

Although I already had an idea that this was the work I needed to do to help user research level up, it was certainly helpful to map out where we currently lie on a pre-defined model, where I could easily see what the next step would look like. With this, I made my plan for the upcoming year, which is a bit optimistic (the ones with the glow are where I would like to be):

As I am currently the sole researcher on the team, I am hoping to accomplish as much as I can with this model in the upcoming year, and will post an update of our new maturity then. I can’t say enough how helpful this simple exercise was, and I really encourage you to give it a try!

See the original post, based off of a recent ResearchOps Berlin Meetup

A follow-up: growing the maturity of UX Research at your company

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