First Steps toward accelerating and growing UX

Question 1

What is Step 1: Repair

Answer 1

Fix pain points
1. Identify problematic user experiences, prioritize the fixes, coordinate implementation, and measure results. coordinate the schedule for fixing.

eg.) Barclaycard instituted a complaint-tracking system so at every single channel they listened measured and reported back to their customer accountability forum. and kind of put it in front of their top brass to prioritize the agenda. so their CEO were able to say, “Hey, these are some pain points that we need to fix”

Once you fixed that “low-hanging fruit” - usability testing is a good way to do that - you can then accelerate and moved to the next step, which is Elevate.