UX Maturity Survey Findings | Usability Champions

Lets take a look at two charts. The first one shows really good news. About half of the respondents report having a committed usability champion. That shows a shocking change from the recent past. Just five years back it was rare to find a committed champion. Today they are common place. Executives are hearing from books, magazines, and their friends that this is a ‘user experience economy’ and that success is based on ‘customer experience’. When we work with companies to get their executive suite onboard we have half our work done already.

Yet, take a look at the second chart. I can believe a VP who is the champion. But “BELOW MANAGER” are you kidding?!?!?!?!! An executive champion has to be high enough in the organization that they can mobilize the resources necessary to institutionalize usability with industrial strength methods, standards, training, and tools. They need to be able to align the organizational structures, staff levels, and communication channels. They need to be able to help holistically with the corporate culture. You don’t need the champion to have a PhD in usability. You don’t need the champion to be full time. But you sure do need someone who sits in the executive suite, preferably with a corner office.