Educating executives about UX design
The problem
Each month, McMillan Shakespeare's executive team holds a "Go, Look, See" session to better understand different parts of the business.
For one of these sessions, our Chief Digital Officer invited the Customer Experience (CX) team to lead a deep-dive to the UX research and design process.
Project team
1 Head of Design and CX
1 Principle Service Designer
2 Senior UX Designers
My contribution
Designing all posters and printed materials
Presenting the "Discover" section, walking the executive team through how the team runs discovery, with examples from MMS projects
Assisting executives with customer interviews: set up sessions, prepped guides, coached on interviewing, and co-facilitated to capture actionable insights
Our approach
The aim of the session was to educate and involve the executives by:
Presenting the Double Diamond framework
Showcasing recent project work
Facilitating live customer interviews
Guiding the executives in synthesising insights into empathy maps
Outcomes
Strengthened executive understanding of the CX team’s impact by connecting research and design outputs across key stages of recent MMS projects.
Aligned executives around the CX process by demonstrating how research and design deliver value.