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KES'11 Proceedings of the 15th international conference on Knowledge-based and intelligent information and engineering systems - Volume Part II
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Experts in the field of HCI have spoken at length about how to increase the strategic influence of User Experience Design (UXD) teams in industry [3]. Some have offered courses in HCI management [1]. Others have presented recommendations on how to prove a return on investment for usability-related activities [2]. Nielsen [5] has described the usability maturity model, presenting implicit management challenges and structures at different phases.Few though have discussed the value and process for an embedded UXD Group functioning as an internal consultancy to different product teams within their organizations, and how this model can increase the strategic relevance of UXD in their companies. The Cisco UXD Group evolved through several funding and organizational models (central funding, client-funding, distributed teams), and now follows an internal consultancy model. This paper describes the experiences that led to this model and how it has helped increase the strategic influence of UXD within Cisco.