Measuring UX Capability and Maturity in Organizations

(eng) Measuring organizational UX Capability/Maturity (UXCM) has been difficult or inaccurate. Moreover, the lack of empirically developed maturity models, models validated in practice, studies demonstrating their benefit and poor documentation or support for their use, has made this measurement even more problematic. To date, there is no straightforward and efficient method to assess UXCM although such assessment is a prerequisite for the improvement of UX processes. UX artifacts, methods and resources contribute toward the execution of UX processes: the production of UX artifacts demonstrate the execution of a process, whereas the use of UX methods demonstrates the implementation of specific UX processes with specific UX resources. In this paper, we present a measurement structure aiming at assessing organizational capabilities to implement UX processes. This structure consists of a capability scale, a maturity scale, a rating scale and a set of process attributes as measurable characteristics of UX processes. The contribution of this paper is threefold: a description of the measurement structure for the UXCM assessment, a questionnaire for the capability assessment by means of online survey or remote interviews and the documentation of a case study demonstrating the efficiency of the proposed model in an industrial project.