Tata Consultancy Services (TCS), India
Prachi Sakhardande currently leads the User Experience group for Tata Consultancy Services’ arm CEG that focuses on designing software products. She leads a team of about 20 talented interaction designers, visual developers and front end specialists. In her current role, she has established and worked on institutionalizing UX as a practice in a largely engineering driven team.
User Experience Maturity Model
Full-length Talk (30min)
Quality of User Experience [UX] is often defined using subjective/relative measures. We haven’t come across do not have a model to compare UX of two different products , or even define it in absolute terms. At TCS Products, we aspire to build products with a great UX. But what is great? What is acceptable quality of UX? We had to define a model that would quantitatively and objectively assess UX quality for a given product. Thus was born the User Experience Maturity Model [UXMM]. This model defines four incremental levels of UX – Usable, Useful, Desirable and Delightful, each mapped to a set of formative and summative techniques. E.g. Usable meant that the product is designed based on generally accepted best practices or heuristics, but without end user verification little knowledge of who the end users are . Assessment for this level is carried out through expert review guided by a scorecard covering 10 UX KPAs. The other three levels are similarly defined. Each level is associated with a scorecard, and passing criteria. We have been conducting assessments using this model for the last year and half. In this talk we present UXMM and how it has helped us define With this, we have been able to define UX benchmarks, focused improvements and overall institutionalizing UX in the product development domai