User Experience Management book cover

User Experience Management

Essential Skills for Leading Effective UX Teams

User Experience Management: Essential Skills for Leading Effective UX Teams deals with specific issues associated with managing diverse user experience (UX) skills, often in corporations with a largely engineering culture. Part memoir and part handbook, it explains what it means to lead a UX team and examines the management issues of hiring, inheriting, terminating, layoffs, interviewing and candidacy, and downsizing. The book offers guidance on building and creating a UX team, as well as equipping and focusing the team. It also considers ways of nurturing the team, from coaching and performance reviews to conflict management and creating work-life balance. Furthermore, it discusses the essential skills needed in leading an effective team and developing a communication plan. This book will be valuable to new managers and leaders, more experienced managers, and anyone who is leading or managing UX groups or who is interested in assuming a leadership role in the future.


New managers, leads, or those that are expecting to become managers or leads in any of the user experience areas (e.g., user experience, human factors and ergonomics, usability, human-computer interaction, design, and user research)

Paperback, 312 Pages

Published: April 2011

Imprint: Morgan Kaufmann

ISBN: 978-0-12-385496-4


  • Few have had the time or opportunity to get the kind of experience that Arnie Lund has had. Our very good fortune is that Arnie is the very essence of the reflective practitioner, and has the generosity of mind and spirit to turn his own career experience not into an autobiography or a "managing as I see it" book of tips.  Instead, Dr. Lund takes a deep and wide look at the kinds of organizations and the different kinds of work that he has seen, from many vantage points, and uses that to engage a remarkable set of colleagues to reflect on, explain, and extend the practice of managing experience design. Arnie has been managing on the edge of the emerging fields involved here for as long as they’ve been emerging.  The breadth of his experience and the discipline of his reflection on it makes for a remarkably comprehensive collection of issues.-Dr. Rick Robinson, Research Fellow, Design Continuum, Boston

    Lund, a user experience manager who has taught user-centered design and related topics at universities, explains how to be an effective user experience team manager. He draws from his experiences and those of other managers to focus on the specific issues associated with managing user experience skills and leading a team in corporations that are mostly engineering-based. He discusses building, equipping, focusing, nurturing, and creating a high-performance team, including defining a strategic framework, creating team identity, identifying and shaping shared values, growing the team as individuals, dealing with conflict, and balancing work and personal life, as well as transforming the organization. -- SciTech Book News


  • Dedication

    About the Author

    Chapter 1 Introduction

        One Manager’s Personal History

        Questions You Might Be Asking

        Intended Audience

        Navigating the Book

        Highlights from the 2010 SIGCHI Panel “Managing User Experience-Managing Change”

    Chapter 2 Building the Team


             Identifying the Skills Needed


             Finding Great People


             Vendors and Contractors

             What About Certification





        Building a Great Team

        Interviewing and Candidacy

        Merger and Acquisition: Impact on UX Management

        Building and Managing a Consulting Team

        Letting People Go

    Chapter 3 Creating Your Team

        A First Day Experience

        Sizing the Team

             Small, Medium, and Large Teams

        Defining the Mix of Skills

        Positioning the Team

             The Need for Champions

             Distribute the Team or Centralize It

             Positioning Within the Company

             Higher or Lower in the Company

             Where Should People Sit

             Working Remotely

             Moving Your Team in the Organization

        Funding the Team

             Estimating Your Needs

             Direct Funding Versus Strategic

             An Engagement Model

        Positioning Within the Company

        Working Remotely

        What Do You Mean by UX Globalization?

    Chapter 4 Equipping the Team

        The Environment

             Lab Space

             Design Studio

             Ambient Spaces



        Other Opportunities


    Chapter 5 Focusing the Team

        Finding Your Soul

             Ideas Shaping My Approach

        A Strategic Framework

        Defining Your Vision and Mission

             Vision Statement

             Mission Statement

        The Elevator Pitch

        Creating a Strategy

             A Case Study: Creating a User-Centered Culture

        Five Management Dimensions in Managing a Usability Design Team

        Lessons Learned in Managing a UX Consultancy

        Building an Integrated Information Architecture Practice at Sapient During the Dot-Com Boom

    Chapter 6 Creating a High Performance Team

        Define Your Team Identity

        Taking the Team Pulse

        What People Want

        Moving Through the Growth Cycle

             Managing Through Change

             Winning Loyalty

        Identify Shared Values

        Clarity in Roles and Responsibilities


        Mentoring and Apprenticeship Models

        Training Organizations

        Boomers, Gen X, and Gen Y Differences in the Workplace

        Using DISC Profiles to Get New Teams Talking

        HR Policies and Rationale

        Managing a Fast-Growing UX Team and Maintaining Quality

        The 4 Stages of Team Development

    Chapter 7 Nurturing the Team

        The Critique

        Growing Performance and Careers

             Setting Commitments

             Fruitful Coaching

             Lavishing Recognition

             Doing Performance Reviews

             Encouraging Professional Activity

        Managing Conflict

        Creating Work-Life Balance

        Leveraging Morale Events (Fun with a Purpose)

        Taking Care of Yourself

             Improving as a Manager

        Performance Reviews

        Rallying the Troops

        UX Team Lunches: Creating Team Traditions

        Growing Performance and Careers

    Chapter 8 Transforming the Organization


             Traditional Perspective

             Rethinking the Argument

             A Strategy Perspective

        Positioning in the UX Process Maturity Model

             Assessing Maturity

        Developing the Portfolio of Work

             Getting into a Project

        Standardization and Reuse

             External Standards

        Scaling Up and Design Thinking

             Training Others

        Is Usability ROI Still Relevant? Was It Ever?

        Defining Your Value to the Organization

        Successful Collaboration Across the Organization

        Developing a Portfolio of Work

    Chapter 9 Evangelizing UX

        Communication Plan

        Group Branding

        Managing Up

        Books to Share with Senior Managers

        Corporate Community Building

        Managing Up: It’s About Speaking Their Language and Taking Their Perspective

    Chapter 10 Conclusion


        Should You Be Managing?

        A Final Comment

        Management Observations


        Professional Society Conferences

        Other Recommended Management Books

             Nelson Soken Recommendations

        Additional Helpful Resources




advert image