User Experience Management

User Experience Management

Essential Skills for Leading Effective UX Teams

1st Edition - April 28, 2011

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  • Author: Arnie Lund
  • eBook ISBN: 9780123854971
  • Paperback ISBN: 9780123854964

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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

  • 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



Product details

  • No. of pages: 312
  • Language: English
  • Copyright: © Morgan Kaufmann 2011
  • Published: April 28, 2011
  • Imprint: Morgan Kaufmann
  • eBook ISBN: 9780123854971
  • Paperback ISBN: 9780123854964

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.

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