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International Conference on Human-Computer Interaction

HCII 2019: Design, User Experience, and Usability. Practice and Case Studies pp 346–365Cite as

Measuring UX Capability and Maturity in Organizations

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Part of the Lecture Notes in Computer Science book series (LNISA,volume 11586)

Abstract

Measuring organizational UX Capability/Maturity (UXCM) has been difficult or inaccurate. Moreover, the lack of empirically developed maturity models, models validated in practice, studies demonstrating their benefit and poor documentation or support for their use, has made this measurement even more problematic. To date, there is no straightforward and efficient method to assess UXCM although such assessment is a prerequisite for the improvement of UX processes. UX artifacts, methods and resources contribute toward the execution of UX processes: the production of UX artifacts demonstrate the execution of a process, whereas the use of UX methods demonstrates the implementation of specific UX processes with specific UX resources. In this paper, we present a measurement structure aiming at assessing organizational capabilities to implement UX processes. This structure consists of a capability scale, a maturity scale, a rating scale and a set of process attributes as measurable characteristics of UX processes. The contribution of this paper is threefold: a description of the measurement structure for the UXCM assessment, a questionnaire for the capability assessment by means of online survey or remote interviews and the documentation of a case study demonstrating the efficiency of the proposed model in an industrial project.

Keywords

  • User Experience
  • UX process
  • Capability maturity assessment
  • Process Assessment Model

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Acknowledgements

The authors acknowledge the support by the projects VIADUCT and HAULOGY 2021 under the references 7982 and 7767 funded by Service Public de Wallonie (SPW), Belgium.

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Authors and Affiliations

  1. Institute for Language and Communication, Université catholique de Louvain, Louvain-la-Neuve, Belgium

    Luka Rukonić, Vincent Kervyn de Meerendré & Suzanne Kieffer

Authors
  1. Luka Rukonić
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  2. Vincent Kervyn de Meerendré
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  3. Suzanne Kieffer
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Corresponding author

Correspondence to Luka Rukonić .

Editor information

Editors and Affiliations

  1. Aaron Marcus and Associates, Berkeley, CA, USA

    Aaron Marcus

  2. Zuoyebang, K12 education, Beijing, China

    Wentao Wang

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Rukonić, L., Kervyn de Meerendré, V., Kieffer, S. (2019). Measuring UX Capability and Maturity in Organizations. In: Marcus, A., Wang, W. (eds) Design, User Experience, and Usability. Practice and Case Studies. HCII 2019. Lecture Notes in Computer Science, vol 11586. Springer, Cham. https://doi.org/10.1007/978-3-030-23535-2_26

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  • DOI: https://doi.org/10.1007/978-3-030-23535-2_26

  • Publisher Name: Springer, Cham

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