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Institutionalization of UX: A Step-by-Step Guide to a User Experience Practice, Second Edition by Apala Lahiri, Eric Schaffer

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Part III: Organization

As the business world better understands and values UX, executive championship is becoming increasingly easy to obtain. The infrastructure can be bought and customized. The Organization phase—the people side of things—is where you will face the most serious challenges in institutionalizing UX.

No one wants a scenario where an executive wants excellence in customer experience and money invested in a UX infrastructure, but then finds that there are no people who can actually do the work. Having other people in the organization fail to include your user experience team in their projects would be equally problematic.

In Part III, we will first cover governance, which is how we ensure that the UX process is controlled, that ...

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