UXPA Boston 2017 Conference

Many UX strategy discussions focus on processes such as Lean UX, Design Sprints, Design Thinking, etc. This talk will focus on other aspects of UX strategies that are less frequently discussed. By better understanding these other factors, we, UX practitioners, can deliver higher value to the organization by focusing our efforts on what really counts for a business to be successful.

For example, smaller community banks or credit unions are competing against bigger banks with a lot more resources. How should these smaller banks think about UX? Is it a realistic goal for them to try to outperform larger banks and provide a better user experience along every customer touch point? In my opinion, it is not a realistic goal, and smaller banks need to focus their resources where it most counts. The reason many customers choose to take their business to the smaller banks is often because of the personalized service they receive when visiting a branch. Therefore, a better strategy would be for the community bank to allocate more resources to employee training focused on optimizing their sociability and customer engagement skills.

What other outside factors are we forgetting to talk about?