Where to Begin

Question 1

What is the percentage of CEO’s who aim to us UX as a competitive differentiator?

Answer 1

47%

Question 2

What is the percentage of teams that measure customer experience quality?

Answer 2

53%

Question 3

What is the percentage of people that track everything to improve experience quality?

Answer 3

33%

Question 4

What is the industry stat of orgs that are supporting their UX team?

Answer 4

50%

Question 5

What is user experience?

Answer 5

User experience is the “touch-point” that everything the customer or user has interacted with.

From PR to packaging, ads, Web, mobile or contact with a user interface.

It’s also the “impressions” that users or customers had with you. This can also mean they bring “expectations” to your design or to your brand impression.

It’s also a practice, guided by disciplines in Cognitive Science that help validate, define and design human-centered systems.

Question 6

User experience is also a practice, and it’s guided by disciplines in

Answer 6

Cognitive Science

Question 7

What is Cognitive Science?

Answer 7

A multidisciplinary field - psychology, computer science, linguistics, neuroscience, anthropology, and so forth.

Question 8

What is the difference between Cognitive Science and UX?

Answer 8

Cognitive Science is about behavior and UX is about validating, defining and designing human-centered systems based on the way people thinking- perceptions, their actions and so forth.

Question 9

What is a UX Designer?

Answer 9

An analyst, artist, an HCI specialist who represents user experience based on deep advocacy and understanding of users. Good UX designers use research to guide their designs.

They user research to guide their designs.

A UX Designer is NOT:
A lipstick maker, Photoshop, a creative skill, absent of the user.

Question 10

What is the UX org chart?

Answer 10

CXO, Chief Experience Officer (leadership role, for keeping everything on track and developing competency)
UX Director (leadership role, for keeping everything on track and developing competency)
UX Manager (leadership role, for keeping everything on track and developing competency)
UX Lead (leadership role, for keeping everything on track and developing competency)
User Researcher
UX Designer
UX Architect
Visual Designer

Question 11

Visual Designer

Answer 11

The person who actually makes it pretty

Question 12

UX Designer usually has a background in

Answer 12

Graphic Design “but not just a designer”

Question 13

UX Architect usually has a background in

Answer 13

Requirements/Dev (Front end code) but “not just a Developer”

Anyone who is involved with dev is focused on making the best code and the best release that they can. and they really don’t have the time to advocate for users, which is the whole point of UX.

Question 14

UX Manager usually has a background in

Answer 14

UX but “not just a manager”. They don’t just go to meetings. They are helping out with a design. They are helping out with research. They’re “staying relevant”.

Most UX managers move strictly into pure management roles and lose their ability to keep the hand on the wheel and to be relevant, to learn, to experiement, and to pick up the empathy from users and customers directly.

Question 15

Which of these is NOT a key skill for a UX Designer?

a. Must use research to guide designs.
b. Must have familiarity with Photoshop.
c. Must perform deep advocacy for users when designing.

Answer 15

b. Must have familiarity with Photoshop.

Question 16

What does Frank Spillers’ super definition of UX cover?

a. UX covers a practice for human-centered design, all customer touchpoints, and the customer’s impression of a brand
b. UX covers the same as UI: design of user interfaces
c. UX covers all customer touchpoints, but it’s not a work practice.

Answer 16

a. UX covers a practice for human-centered design, all customer touchpoints, and the customer’s impression of a brand

Question 17

What does Alison Gavine say is the primary function of a UX team?

Answer 17

User Advocacy

Question 18

What does it mean to do “outside-in” thinking in UX?

a. To be creative and ideate
b. To take the users’ perspective
c. To launch as fast as possible

Answer 18

b. To take the users’ perspective

Question 19

Research-based is

a. “we interviewed users and they think/feel/do…
b. “We observed users doing this…”
c. “User habits and current behaviors indicate…”

Answer 19

a. “we interviewed users and they think/feel/do…

Question 20

Evidence-based is

a. “we interviewed users and they think/feel/do…
b. “We observed users doing this…”
c. “User habits and current behaviors indicate…”

Answer 20

b. “We observed users doing this…”

Question 21

Fact-based is

a. “we interviewed users and they think/feel/do…
b. “We observed users doing this…”
c. “User habits and current behaviors indicate…”

Answer 21

c. “User habits and current behaviors indicate…”

Question 22

What are the 5 stages of UX maturity?

Answer 22

Stage 1: Interested: UX is important but receives little funding
Stage 2: Invested: UX is very important and formalized programs emerge
Stage 3: Committed: UX is critical and execs are actively involved
Stage 4: Engaged: UX is one of the core tenants of the firm’s strategy
Stage 5: UX is in the fabric of the company not separately discussed

Question 23

At which stage of UX maturity do companies typically start to hire UX designers?

Answer 23

Stage 2: Invested: UX is very important and formalized programs emerge

Question 24

What are the first 3 practical steps in building UX maturity?

Answer 24

Repair, Elevate, Optimize

Question 25

What is the Slash and Burn trap?

Answer 25

Which is overstretching your resources or testing too late or not having agile play well with UX. This is classic, endemic. Resources not managed well – and this is where you see in organizations or you saw – at least during the Dot-com era and maybe in the 2008 recession – that UX teams were slashed, and it's like UX teams were phased out or slashed.

Question 26

UX Grounded

Answer 26

Pre-kick off growth pains, hostility or inertia in marketing, development and product management teams.

Question 27

Kick-off

Answer 27

Usability resource or one-time consultant use

Question 28

Skunkworks

Answer 28

Resource used ad-hoc

Question 29

Align

Answer 29

Resources and UX activities positioned and valided

Question 30

"Wheel Spinning" Trap

Answer 30

Mixed or poor results, Lone wolf efforts, Hostility toward usability, Under-funded/managed

Question 31

Peak

Answer 31

Team delivering consistent UX ROI

Question 32

Culture

Answer 32

UX is systematic and adopted and understood org wide

Question 33

User-centered Enterprise

Answer 33

UX and UCD have reached maturity. Learn UX is improving delivery and development quality. UX metrics and quality are tracked and celebrated.

Question 34

What is the 6 levels of UX maturity from NNgroup?

Answer 34

1. Absent: UX is ignored or nonexistent 2. Limited: UX work is rare, done haphazardly, and lacking importance 3. Emergent: The UX work is functional and promising but done inconsistently and inefficiently. 4. Structured: The organization has semisystematic UX-related methodology that is widespread, but with varying degrees of effectiveness and efficiency. 5. Integrated: UX work is comprehensive, effective, and pervasive. 6. User-driven: Dedication to UX at all levels leads to deep insights and exceptional user-centered–design outcomes.

Question 35

What is UX maturity?

Answer 35

Measures an organization’s desire and ability to successfully deliver user-centered design. It encompasses the quality and consistency of research and design processes, resources, tools, and operations, as well as the organization’s propensity to support and strengthen UX now and in the future, through its leadership, workforce, and culture.

Question 36

What is the reality of UX in an organization?

Answer 36

1. Lack of UX leadership or UX processes 2. UX does not have a strong and sustainable position in the organization. 3. Lack of support from the business.

Question 37

What is UX as a practice?

Answer 37

Its about validating, defining and designing human-centered systems based on the way people's thinking is - their perceptions, their actions and so forth.

Question 38

Good UX designers use research to guide

Answer 38

their designs.

Question 39

What is the whole point of UX?

Answer 39

To differentiate with competitors.

Question 40

How do you go about differentiating with UX?

Answer 40

1. Defining killer features based on understanding user behavior 2. Innovating based on what you see in the 'real world' not what you cook up internally. 3. As a business practice, business objective and requirements are actually based on "user research" 4. Decisions are made with guidance from user testing 5. Agile organization that plays alongside us for maximum results 6. Unique user experiences that boost adoptions, conversion, and reduce churn

Question 41

How can you measure compelling "Wow!" UX?

Answer 41

You can measure this w/ adoption + conversion + reduce churn

Question 42

What is churn?

Answer 42

Customer churn rate is defined as the rate at which customers stop doing business with a company or brand. The higher your churn rate, the more customers you lose. A lower churn rate means more customers you keep on your books. Illustration showing churned customers.

Question 43

What does low churning mean?

Answer 43

A higher churn rate means more customers are leaving your business. In contrast, a lower churn rate means retaining more customers than you already have. Understanding the difference can be useful in making better strategic decisions for your business.

Question 44

What questions can you ask to figure out the state of UX differentiation within your company?

Answer 44

1. Do you aim to use UX as a competitive differentiator? 2. Do you measure customer experience quality? 3. Do you track everything to improve experience quality? 4. Do you follow a consistent design process?