Exploring UX in the Enterprise: The Industry’s Hottest Trends & Insights from 2019 This webinar covers: –The top four challenges that UX teams are facing as well as our recommendations on how to alleviate or overcome them –What hundreds of experience professionals at some of the largest organizations on the planet said about Challenges & Trends, UX in the C-Suite, UX in the Organization, and Methodologies & Tools –How the state of UX in the enterprise has changed since 2018 and what this means looking ahead to 2020 For more UX resources, head to https://www.userzoom.com/resource-center/

1. Exploring UX in the Enterprise
The Industry’s Hottest Trends & Insights
from 2019
Presented by Kuldeep Kelkar

2. Quick Housekeeping
• Control panel on the side of your screen if you
have any comments during the presentation
• Time at the end for Q&A
• Today’s webinar will be recorded for future
viewing
• All attendees will receive a copy of the
slides/recording
• Continue the discussion using #UZwebinar
Let’s make sure you’re all set up for the webinar!

3. Agenda
• About The Report: The State of UX in the Enterprise
• Participants and Sample Size
• The Rise of UX
• Top Challenges & Trends
• UX in the C-Suite
• Org Structures
• Methodology & Tools
• Q&A
WEBINAR SPEAKER
Kuldeep Kelkar
SVP, Global Research Services
UserZoom

4. Full Report available on UserZoom Website
2019: http://info.userzoom.com/UX-Enterprise-Survey-2019.html | 2018: http://info.userzoom.com/the-state-of-ux-in-the-enterprise-
report.html

5. Feedback based on practitioners across Industries, Globally
Enterprise = 1000+ employees
Survey conducted mid 2019
222 UX practitioners
Across several Industries, Globally
Follow up to same survey from 2018

6. The rise of User Experience (UX)
• 70% said their company CEOs mention User Experience as a key differentiators vs 52% in
2018.
• Forbes talks about UX & Design Culture. McKinsey Consulting focuses on “Design Culture”
• Forrester & Gartner, write about the experience economy
• 29% mentioned they have a VP of UX / Design vs 21% in 2018
• 2500+ Open positions in North America for “VP Design” or similar positions
These are encouraging trends. UX is getting more than lip service!!!

7. Top 4 challenges

8. Integrating Research into Design & Development Cycle
[Three WORKSHOPS: Agile Workshop | Research Roadmap Workshop | Benchmarking Workshop]
https://www.userzoom.com/blog/five-usability-tests-every-designer-should-be-running-in-agile-
sprints/
http://info.userzoom.com/how-to-run-research-in-agile-
sprints.html

9. Participant Sourcing Solutions

10. Trends

11. How has the demand for UX research changed
in the last 12 months?
65% report increase in
demand for UX Research

12. How have UX research budgets changed in the last 12 months?
Yet, only 32% report
increase in budgets.
Doing more with less…

13. What are the most important trends affecting user experience in
the next 5 years?

14. UX in C-Suite

15. Quick Poll

16. Have CEOs mentioned user or customer experience as a
competitive differentiator in the last 12 months?
70% in 2019 vs
52% in 2018, its an
encouraging trend…

17. Do enterprise organizations have a VP of Design or a Chief
Experience Officer?
29% in 2019 said “Yes”
vs 21% in 2018.
This is an encouraging trend as well…

18. How frequently your executive team updated with insights from
your UX research in the last 12 months?
“Packaging” and “Up leveling” Key
Insights from UX Research on a
regular basis for key executives is
strongly recommended.

19. UX in the Organization

20. How are UX teams aligned within organizations?
UX Org alignment generally
depends on the type of product,
industry, maturity phase and the
Key UX Champion. But generally
speaking we are seeing an increase
in “dedicated UX’ers” aligned with
or part of product lines or business
units, even if they start off as part
of a “central team”

21. Number of UX designers hired by enterprise companies?
45% reported 20+ UX Designers in
2019 vs 34% in 2018.
We predicted an increase in this % last
year and continue to do so for future
years. Demand for Great UX Design &
Research & hence Designers and
Researchers will continue to increase
for forceable future

22. Number of UX researchers hired by enterprise companies?
‘None’ Researcher has dropped
from 16% to 11% in 2019.
While 20+ researchers at 19% is
an increase from 13% in 2018.

23. What organizations/functions within enterprise organizations
conduct some form of UX research today?
We did see a small uptick in both
Design (it was 54% in 2018 and is
now 58%) and Product Management
(from 39% to 45% in 2019)

24. Forrester: How to scale your design organization
https://www.forrester.com/report/How+To+Scale+Your+Design+Organization/-/E-RES143573

25. Ratios of Designers, Researchers to Engineers
https://techcrunch.com/2017/05/31/here-are-some-reasons-behind-techs-design-shortage/

26. Methodologies & Tools

27. Which of the following UX research methods were performed the
most in the last 12 months?
Right methods to answer the
business question. We will continue
to see balance of moderated and
unmoderated over time…

28. Which of the following UX research methods
were used the most frequently in the last 12 months?
The top five methods from 2018 are
still holding strong in 2019. One of
the biggest differences we see with
the data is in UX Benchmarking – in
2018 21% reported conducting UX
benchmarking which jumped up to
35% in 2019.

29. Download Full Report
The full report has more data points
and commentary around:
• Research Tools
• Participant Recruiting
• Research Methods
• And more…
• Download full report:
http://info.userzoom.com/UX-
Enterprise-Survey-2019.html

30. The Opportunity

31. The good news: Huge Opportunity to make an impact…
 Integrate Research: Integrate research into design iterations & product development lifecycle.
The only way to show value is to do research and connect insights to business and design
goals.
 Democratization of Research: Training Designers & Product Owners to conduct simple in-
sprint research.
 Qualitative and Quantitative: Right method to answer the key business and design questions.
 Scale Your Research: 65% reported increase in demand for research. Executives will expect to
do more research with less. 10 years ago may be a researcher did between 9 to 14 studies a
year. These days, with on-demand recruiting, tools for both moderated and unmoderated,
shrinking design cycles, agile feedback is key. We see teams running 30+ studies a year (per
team), with some customers running 100+ studies a year.
 Benchmark, Scorecards, KPIs: Speak the business language, benchmark your UX with
competitors
 Demonstrate Value: UX is critical for business to get it right. Be patient, Chase Value,
Demonstrate Success. Budgets and Executive buy in will follow customer value.

32. Questions?
Type them into the chat box!

33. Full Report available on UserZoom Website
2019: http://info.userzoom.com/UX-Enterprise-Survey-2019.html | 2018: http://info.userzoom.com/the-state-of-ux-in-the-enterprise-
report.html