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Abstract
For years, parallels between industrial engineering and user experience (UX) strategy have silently existed when applying human-centered design thinking in product development. UX Design teams have struggled to measure their operational impact directly beyond user satisfaction, usability studies, or conversion rates. For UX designers, some analysis techniques used within industrial engineering have gone silent as they are unknown or perceived as overly technical and mathematical to be included in a creative role. However, if we view experience design as simply a design of a workflow, a career in user experience (UX) design, traditionally not considered for industrial engineers, suddenly transforms into a viable discipline for work design expertise. To better engineer UX strategy models that show influence on overarching organization business model metrics, merging some industrial engineering concepts into the design thinking process can aid leadership in seeing clear ties and impacts. Techniques associated with measuring workflow productivity and activity-based costing ideas, for example, can demonstrate the operational expense savings that UX solutions provide and facilitate a more informed and connected UX strategy model that has not been previously available to design practitioners. This study perspective concludes that altering the design thinking model with industrial engineering elements can transform the UX value proposition and increase career opportunities and the body of knowledge for industrial engineering in user experience design and research.
Keywords
User Experience, Industrial Engineering, Design Thinking, Work Design, Software Development
1. Introduction
User Experience (UX) Strategy is a planned approach that uses UX design, a "process design teams use to create products that provide meaningful and relevant experiences to users" to align with business strategy [1]. Practitioners aim to design experiences that meet the needs of both the user and the business, playing a crucial role in the company's success. Like industrial engineering, these roles are strategically positioned to enhance an organization's UX maturity, increase product (or service) satisfaction, boost productivity and efficiency, and positively impact revenue, thus effectively contributing to the significant achievement of business goals and the company's value proposition.
Traditionally, user experience strategy has struggled to accurately identify direct contributions from user experience design regarding cost savings and revenue growth. For UX designers, some analysis techniques necessary to assess the incremental changes in a design experience are either...