Internal UX
Georgia Rakusen at UX Brighton 2018
About this talk
When we talk about user research, we’re usually referring to finding out the needs and pains of the end user or customer. But research can also be used by an organisation to look inwards, to improve the day-to-day for employees and help the company achieve its KPIs.
Georgia presented a range of “internal” research case studies, focusing on different business problems, to demonstrate the alternative ways researchers can create positive change for their colleagues.
This talk empowers you to explore using User Research methods to solve the needs of your own organisation.
About Georgia
Georgia Rakusen is an experienced UX researcher with a background in tech and start-up companies. She currently holds a lead research position at the blockchain organisation ConsenSys.
Georgia’s particular specialism involves research into the UX of the digital experiences that take place between colleagues. Her research into ‘internal UX’ helps improve the flow of communication and collaboration between a company’s designers, technologists, marketers and others.
Internal UX is often overlooked within an industry that focuses its research on customer interactions. Georgia reminded us all that the observations and improvements we can make around internal experiences can be equally important to business success.
Related reading
Books, research, ideas and people referenced in this talk.
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Concepts
- Internal UX00:37The talk defines internal UX as designing good experiences for people who work at your company.
- Personas10:04The talk says interviews about internal data users led to four different personas.
- Job stories15:12The talk uses the job-stories format to describe what someone wants to do and the outcome they expect.
- Customer journey maps15:56The talk describes making a customer experience map of what it is like to be a developer at the company.
Papers and articles
- IKEA effect17:07The talk names the IKEA effect when explaining why people care about something they helped build.
