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User Experience Management - 1st Edition - ISBN: 9780123854964, 9780123854971

User Experience Management

1st Edition

Essential Skills for Leading Effective UX Teams

Author: Arnie Lund
Paperback ISBN: 9780123854964
eBook ISBN: 9780123854971
Imprint: Morgan Kaufmann
Published Date: 28th April 2011
Page Count: 312
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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.

Key Features

  • Gives a UX leadership boot-camp from putting together a winning team, to giving them a driving focus, to acting as their spokesman, to handling difficult situations
  • Full of practical advice and experiences for managers and leaders in virtually any area of the user experience field
  • Contains best practices, real-world stories, and insights from UX leaders at IBM, Microsoft, SAP, and many more!


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)

Table of Contents


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




No. of pages:
© Morgan Kaufmann 2011
28th April 2011
Morgan Kaufmann
Paperback ISBN:
eBook ISBN:

About the Author

Arnie Lund

Arnold (Arnie) Lund, PhD, CUXP is a Principal Director of User Experience at Microsoft. He began his career at AT&T Bell Laboratories in applied research, and helped build the science and technology organization at Ameritech. He managed design and exploratory development teams at US West Advanced Technologies, and served as a director at Sapient (where his focus areas ranged from information architecture to leading a global program in emerging technologies). Arnie has been elected to the ACM SIGCHI Academy; and co-chaired the CHI conferences in 1998 (Los Angeles) and 2008 (Florence, Italy). He is a Fellow of the Human Factors and Ergonomics Society (HFES), and served on the HFES Executive Council. He has long been engaged in human computer interaction (HCI) standards and in the area of accessibility and emerging technology, including chairing the HFES Institute and overseeing the HFES-200 standard and its approval as an ANSI standard. He is a certified user experience professional and served as president of the board of directors for the Board of Certification in Professional Ergonomics (BCPE).

Arnie received his BA in chemistry from the University of Chicago, and his PhD in experimental psychology: human learning and memory from Northwestern University. He has published widely in R&D management and on research in natural user interfaces, and has a variety of patents. He has been on the advisory and editorial boards of various journals (e.g., Journal of Usability Studies and the International Journal of Speech Technology), and served on the board of directors for INFINITEC (focusing on infinite potential through assistive technologies). Arnie has taught user centered design at Northwestern University and elsewhere, and can be heard periodically teaching at the University of Washington.

You can reach out to Arnie over LinkedIn, and follow his experiences as a UX manager on Twitter @ArnieLund.

Affiliations and Expertise

PhD, CUXP, Principal Director of User Experience at Microsoft.


"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

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