The 5 steps of UX Maturity

1 Not recognised
2 Emerging
3 Implementation
4 Integrated
5 Strategic

Step 1 : UX not recognised

In this first step, organisations do not yet see the user experience (UX) as a crucial factor for the success and sustainability of their products and services. There aren't any resources or practices dedicated to UX.



Here are the main actions your organisation can take to progress to stage 2 where UX is implemented:

  • Find a "UX Ambassador" within your organisation or become one by deepening your understanding of UX.
 
  • Share clear information about the importance of UX for the success of your products or services to your teams and/or managers of your structure.
 
  • Integrate a simple UX activity (for example a user test) into a project under development and document it to make it a business case.
 

How can Telono lead you towards stage 2?

  • By training your teams and collaborators with our UX-PM training cycle, the first international UX certification offered in Switzerland for project management and design of products and services with and for users.
 

Step 2: Emerging UX

In step 2, managers are seduced by the UX approach and research how profitable it can be: they set up a working group responsible for understanding what the organisation needs to focus on in order to improve the UX of products and services. A UX team is formed and begins with the mapping of the overall user experience.



Here are the main actions your organisation can take to progress to stage 3 where UX performance indicators start being implemented and monitored :

  • Deepen the understanding of UX among executives, managers, and employees.
 
  • Establish a UX team with a clear governance structure.
 
  • Map the different touchpoints of customers and users through user journey maps of the service to identify friction points and innovation opportunities.
 

How can Telono lead you towards step 3?

 
  • By organising and carrying out a usability test of your products or services with your target users in our testing lab or in the field.
 
  • By organising and leading workshops about personas and customer experience mapping with your teams.
 

Step 3: UX Implementation

In step 3, the organisations have a team dedicated to UX that influences different departments or units in place. They begin to redesign their operational process using knowledge of customers or users and can use UX indicators to measure progress on customer satisfaction and loyalty.




Here are the main actions your organisation can take to progress to stage 4 where UX becomes part of any development project:

  • Set up a user-centered design process adapted to your internal culture and based on successful projects.
 
  • Make sure the internal UX team sets up and maintains an up-to-date UX library (design pattern, design system, tools and methods) both for their professional use and for the benefit of the organisation.
 
  • Establish a budget dedicated to UX to ensure adequate resources are used to improve customer/user experience.
 

How can Telono lead you towards step 4 ?

 
  • By organising and carrying out a usability test of your products or services with your target users in our testing lab or in the field.
 
  • By defining an ergonomic charter or a complete design system for the design and development of your products or service
 

Step 4 : Integrated UX

In step 4, as continuous monitoring of UX quality becomes the norm, organisations need to reinforce and maintain user-friendly behaviours. UX is thus integrated into HR processes such as recruitment, career management, skills and compensation systems to reinforce good UX practices among employees.



Here are the main actions your organisation can take to progress to step 5 where UX is an integral part of any development project:

  • Re-evaluate your UX metrics to make sure they help you establish a deeper connection and knowledge of your customers or users
 
  • Develop user research approaches to understand, monitor and design for smaller or more specific customer or user segments.
 
  • Regularly look for examples of emerging best practices that you can share and adopt.
 

How can Telono lead you towards step 5 ?

 
  • By updating your primary and secondary personas and by facilitating customer experience mapping workshops with your teams to align the UX vision.
 
  • By performing UX audits of your services and a benchmark of best practices for your field of activity.
 

Etape 5 : Strategic UX

In step 5, organisations integrated UX into their daily strategic and practical decisions. UX quality indicators and objectives are defined, monitored and clearly communicated by management both to internal employees and to customers and users of products and services.



Here are the main actions your organisation can take to maintain itself in step 5 where UX is part of the DNA and strategy of the company:

  • Regularly motivate your employees to ensure that the user-centric values ​​of your company or organisation remain understood and applied.
 
  • Monitor the evolution of needs and expectations from your customers and/or users to ensure your brand continues to arouse interest and loyalty.
 
  • Help your organisation staying focused on producing a good user experience even if other priorities emerge in your industry.
 

How can Telono help you to maintain this level of maturity?