research-article

From Snake-Oil to Science: Measuring UX Maturity

Authors:

Jeff Sauro,

Kristin Johnson,

Chelsea MeenanAuthors Info & Claims

CHI EA '17: Proceedings of the 2017 CHI Conference Extended Abstracts on Human Factors in Computing Systems

Pages 1084 - 1091

https://doi.org/10.1145/3027063.3053350

Published: 06 May 2017 Publication History

Get Access

Abstract

A growing number of organizations want to better understand how to properly grow and implement a User Experience practice. While there is a general sentiment that a more mature UX practice leads to organizational success, there is surprisingly little data about what constitutes UX maturity. This case study describes the first steps into an empirically derived maturity model and describes what we've learned from interviewing seasoned UX professionals and surveying practitioners from dozens of organizations. Preliminary results indicate that our empirically-based approach is understandable and flexible enough to be applied across a broad range of organizations and industries. Ultimately, our objective is to move the practice of assessing UX maturity from snake-oil to science. To do so, we aim to identify the variables that differentiate immature from mature UX practices and establish a link between UX maturity and company success.

References

[1]

Javier A. Bargas-Avila and Kasper Hornbæk, 2011, May. Old wine in new bottles or novel challenges: a critical analysis of empirical studies of user experience. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (pp. 2689--2698). ACM.

Digital Library

Google Scholar

[2]

Juan Manuel Carraro. 2014. How mature is your organization when it comes to UX? Retrieved January 11, 2017 from https://uxmag.com/articles/how-mature-is-yourorganization-when-it-comes-to-ux

Google Scholar

[3]

Jonathan Earthy. 1998. Usability maturity model: Human centredness scale. INUSE Project deliverable D, 5, pp.1--34.

Google Scholar

[4]

Renato Feijo. 2010. Planning your UX Strategy. Retrieved January 11, 2017 from http://johnnyholland.org/2010/04/planning-yourux-strategy/

Google Scholar

[5]

Jennifer Fraser and Scott Plewes. 2015. 6 Indicators of an Organizations UX Maturity Level -- Lessons In UX Maturity: Part 1 Retrieved January 11, 2017 from http://www.macadamian.com/2015/08/20/indicato rs-of-user-experience-maturity/

Google Scholar

[6]

Marc Hassenzahl and Noam Tractinsky, 2006. User experience-a research agenda. Behaviour & information technology, 25(2), pp.91--97.

Crossref

Google Scholar

[7]

Jakob Nielsen. 2006. Corporate usability maturity: Stages 1--4. Nielsen Norman Group

Google Scholar

[8]

Eric Schaffer, 2004. Institutionalization of Usability: A Step-by-Step Guide. Addison-Wesley Professional, New York.

Google Scholar

[9]

User Experience Professionals Association. 2015. UXPA Salary Survey. Retrieved January 11, 2017 from https://uxpa.org/system/files/public/UXPASalarySu rvey2014_Final.pdf

Google Scholar

Cited By

View all

Azevedo DRamelot JLegay AKieffer S(2024)With or Without U(sers): A Journey to Integrate UX Activities in CybersecurityHCI for Cybersecurity, Privacy and Trust10.1007/978-3-031-61379-1_14(212-231)Online publication date: 1-Jun-2024
https://doi.org/10.1007/978-3-031-61379-1_14
Amant LRukonić LKieffer S(2024)Perceived Value of UX in Organizations: A Systematic Literature ReviewDesign, User Experience, and Usability10.1007/978-3-031-61356-2_12(177-194)Online publication date: 29-Jun-2024
https://dl.acm.org/doi/10.1007/978-3-031-61356-2_12
Namayala PKondo TMselle L(2023)The Factors Affecting User Experience Maturity in Free and Open Source Software Community: An Empirical StudyInternational Journal of Human–Computer Interaction10.1080/10447318.2023.226227040:22(7162-7178)Online publication date: 2-Oct-2023
https://doi.org/10.1080/10447318.2023.2262270
Show More Cited By

Index Terms

From Snake-Oil to Science: Measuring UX Maturity
1. Human-centered computing
  1. Human computer interaction (HCI)

Recommendations

Increasing the UX maturity level of clients: A study of best practices in an agile environment
Abstract Context
While multiple studies have attempted to define and measure User Experience (UX) Maturity — i.e., how familiar organizations are with UX concepts or strategies— more practice-based insight is needed to examine how UX ...
The Gap Between UX Literacy and UX Practices in Agile-UX Settings: A Case Study
Human-Computer Interaction – INTERACT 2023
Abstract
Integration of agile and user experience (UX) remains a challenge despite being a major research interest for both agile software development (ASD) and UX stakeholders. Typically, ASD stakeholders’ primary focus is delivering working software, ...
Perceived Value of UX in Organizations: A Systematic Literature Review
Design, User Experience, and Usability
Abstract
This systematic literature review (SLR) examines what factors affect the perceived value of user experience (UX) in organizations. Integrating UX activities into organizational processes and software development is a widely addressed topic in the ...

Comments

Please enable JavaScript to view thecomments powered by Disqus.

Information & Contributors

Information

Published In

CHI EA '17: Proceedings of the 2017 CHI Conference Extended Abstracts on Human Factors in Computing Systems

May 2017

3954 pages

ISBN:9781450346566

DOI:10.1145/3027063

General Chairs:
Gloria Mark
University of California Irvine
,
Susan Fussell
Cornell University
,
Program Chairs:
Cliff Lampe
University of Michigan
,
m.c. schraefel
University of Southampton
,
Juan Pablo Hourcade
University of Iowa
,
Caroline Appert
Université Paris-Sud
,
Daniel Wigdor
University of Toronto

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 06 May 2017

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Author Tags

Qualifiers

Research-article

Conference

CHI '17

Sponsor:

SIGCHI

CHI '17: CHI Conference on Human Factors in Computing Systems

May 6 - 11, 2017

Colorado, Denver, USA

Acceptance Rates

CHI EA '17 Paper Acceptance Rate 1,000 of 5,000 submissions, 20%;

Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

Upcoming Conference

CHI 2025

Sponsor:
sigchi

ACM CHI Conference on Human Factors in Computing Systems

April 26 - May 1, 2025

Yokohama , Japan

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

19
Total Citations
View Citations
730
Total Downloads

Downloads (Last 12 months)56
Downloads (Last 6 weeks)5

Reflects downloads up to 20 Jan 2025

Other Metrics

View Author Metrics

Citations

Cited By

View all

Azevedo DRamelot JLegay AKieffer S(2024)With or Without U(sers): A Journey to Integrate UX Activities in CybersecurityHCI for Cybersecurity, Privacy and Trust10.1007/978-3-031-61379-1_14(212-231)Online publication date: 1-Jun-2024
Amant LRukonić LKieffer S(2024)Perceived Value of UX in Organizations: A Systematic Literature ReviewDesign, User Experience, and Usability10.1007/978-3-031-61356-2_12(177-194)Online publication date: 29-Jun-2024
Namayala PKondo TMselle L(2023)The Factors Affecting User Experience Maturity in Free and Open Source Software Community: An Empirical StudyInternational Journal of Human–Computer Interaction10.1080/10447318.2023.226227040:22(7162-7178)Online publication date: 2-Oct-2023
Namayala PKondo TManyilizu MHassan K(2022)Practical applicability of user experience capability/maturity models in the development processes of free and open-source software: a systematic literature reviewBehaviour & Information Technology10.1080/0144929X.2022.203234842:5(596-623)Online publication date: 8-Feb-2022
Salminen JNielsen LBahloul MJørgensen RSantos JJung SJansen B(2022)Persona preparedness: a survey instrument for measuring the organizational readiness for deploying personasInformation Technology and Management10.1007/s10799-022-00373-925:2(173-198)Online publication date: 13-Sep-2022
Rippler SRippler S(2022)Candidate Personas im Unternehmen etablierenDas Persona-Prinzip10.1007/978-3-658-38979-6_10(95-106)Online publication date: 30-Oct-2022
Clemmensen TIivari NRajanen DSivaji A(2022)“Organized UX Professionalism” – An Empirical Study and Conceptual Tool for Scrutinizing UX Work of the FutureHuman Work Interaction Design. Artificial Intelligence and Designing for a Positive Work Experience in a Low Desire Society10.1007/978-3-031-02904-2_2(34-65)Online publication date: 1-Apr-2022
Jansen BSalminen JJung SGuan KJansen BSalminen JJung SGuan K(2022)Getting Your Organization Data-Driven Persona ReadyData-Driven Personas10.1007/978-3-031-02231-9_2(29-60)Online publication date: 8-Mar-2022
Jansen BSalminen JJung SGuan K(2022)Data-Driven PersonasundefinedOnline publication date: 8-Mar-2022
Salminen JNielsen LJung SJansen B(2021)Towards a Measurement Scale of Organizational Readiness for PersonasExtended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems10.1145/3411763.3451763(1-7)Online publication date: 8-May-2021
Show More Cited By

View Options

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Cited By

Index Terms

Recommendations

Increasing the UX maturity level of clients: A study of best practices in an agile environment

The Gap Between UX Literacy and UX Practices in Agile-UX Settings: A Case Study

Perceived Value of UX in Organizations: A Systematic Literature Review