User Experience Management

DedicationAbout the AuthorChapter 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    Hiring         Identifying the Skills Needed         Interviewing         Finding Great People         Interns         Vendors and Contractors         What About Certification         Salaries    Inheriting    Firing    Layoffs    Building a Great Team    Interviewing and Candidacy    Merger and Acquisition: Impact on UX Management    Building and Managing a Consulting Team    Letting People GoChapter 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    Tools    Budgeting    Other Opportunities    BudgetingChapter 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 BoomChapter 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         RACI    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 DevelopmentChapter 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 CareersChapter 8 Transforming the Organization    ROI         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 WorkChapter 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 PerspectiveChapter 10 Conclusion    Leadership    Should You Be Managing?    A Final Comment    Management ObservationsAppendix    Professional Society Conferences    Other Recommended Management Books         Nelson Soken Recommendations    Additional Helpful ResourcesReferencesIndex