I found this interesting post from the Good Experience blog. One of the key challenges of user experience is not to simply deliver a report with recommendations. More important than that, the challenge is to involve key stakeholders and decision makers during the research process, and get them more involved in what we call ‘the user centric approach’ to innovation.
Good practitioners know what their job really is: to spread customer-centered thinking throughout the organization. If you can get decisionmakers to sit in a listening lab for a day, you’ve hit a home run: they’ll start to “get it” within the first two 45-minute sessions.
Changing the organization is the brass ring. Once the organization changes, everything follows: from the strategy (“let’s provide world-class service to our customers, and measure our progress”) down to the tactics on the site (“let’s stop naming links with our internal jargon”).
via Good Experience
