Rethinking The Role Of Your UX Teams And Move Beyond Firefighting

Paul, an expert in conversion rate optimisation and user experience design, argues that user experience (UX) teams are often understaffed and overloaded with projects, leading to a consistent firefighting mode with little improvement in overall experience. He proposes a shift from tactical, project-based thinking to a strategic, leadership-oriented approach. Paul suggests UX teams should create value-based resources, provide training and education to the organization, offer consultative services, and build a UX community within the organization. He also advocates for transforming the UX team into a center of excellence, focusing on key performance indicators related to overall user satisfaction and productivity metrics instead of individual project success. The end goal is to turn UX teams into a powerful force for driving customer-centric innovation throughout the organization.