Selling User Experience

During the redesign project of the Tier II call center software at Cox Communications, one of the managers asked me if I could train his BAs to do UX work.

This conversation turned into an opportunity to educate my clients about the similarities and differences between the disciplines of User Experience and Business Analysis, as illustrated by the slide above.

The conversation also became an opportunity to present options for new business opportunities.

While working with Cigna on the redesign of their site, my team and I were able to convey the UX message during an expert review of the existing solution. Common questions that get asked are what is User Experience? Are its techniques and principles relevant and demonstrable? How and when does it improve my business?

UX criteria - Cigna