Digital Insights

Hello there,I’d like to share some thoughts on developing your UX strategy and redefining your role. It is a topic that feels particularly important at the moment, with UX leaders facing plenty of challenges—from under-resourced teams to the ongoing pressure of delivering measurable business benefits.By clarifying your role and articulating a clear strategic vision, you can navigate these challenges and demonstrate the true value of UX to your colleagues, clients, and management.Taking Ownership of Your RoleThe first step in creating a robust UX strategy is to take ownership of your role. Too often, UX professionals allow others—who may not fully grasp the nuances of user experience—to define what they should be doing. This can mean that your skills and potential end up being misdirected towards tasks that do not really reflect your core strengths.Why You Should Define Your Own RoleWhen others set the boundaries of your role, they tend to limit it to a narrow understanding of UX rather than recognizing the br

One of the biggest mistakes I see organizations make when it comes to their internal user experience is how they procure software. Too often, companies buy platforms that are completely unfit for purpose or have been deployed straight out of the box with no configuration.The Problem with Poor Software ProcurementThis problem is more damaging than most people realize. There’s a naïve assumption that because employees have to use these systems, usability doesn’t really matter. But it absolutely does. A clunky system kills productivity, frustrates employees, and even leads to workarounds that undermine security and consistency. I’ve worked with plenty of organizations where staff actively seek alternatives just to avoid the headache of using their official tools.Features vs. Usability: Understanding the DifferenceThere is also a huge difference between a product having the right features and a product being usable. Take Microsoft Office or Adobe Photoshop — both are feature-rich, but they come with steep learnin

As we step into 2025, it's time for some honest reflection about our roles as design leaders. Despite our best intentions, too many of us still get caught up in the day-to-day minutiae of individual projects, leaving little time to demonstrate our strategic value to the organization.With UX teams under increasing pressure from economic uncertainty and budget cuts to prove their worth, 2025 needs to be the year we take action. While delivering great user experiences remains crucial, we must also excel at promoting our work and demonstrating its concrete business impact. That's why I've created this checklist of essential activities.Here's your essential to-do list for the year ahead:Schedule Stakeholder Deep-DivesStart the year by booking one-on-one meetings with key stakeholders. These aren't just status updates – they're opportunities to understand their goals, demonstrate how UX can help achieve them, and conduct what I like to call "stakeholder user research." The insights you gain will be invaluable for a

I've noticed a concerning shift in how organizations are handling their design budgets lately. You're probably seeing it too - companies are tightening their belts, and unfortunately, senior design leaders are often the first casualties of these cuts. It's understandable from a pure numbers perspective as they are the most expensive resource. But losing these leaders creates a significant void in strategic design oversight and user advocacy that's hard to fill.Worse still, some organizations are removing their internal design capabilities entirely and instead relying on agencies. Although an agency can do an excellent job, they will not provide the design leadership and direction that organizations require.The Impact of Losing Design LeadershipLet me tell you what happens when design leadership disappears from an organization. The strategic vision that once guided product development starts to fade. You see it happening - teams that previously shaped innovative solutions now find themselves simply implementin

Hey there!Let's talk about what's coming up in UX for 2025. Trust me, we're in for some exciting changes - from AI getting smarter to AR/VR finally hitting its stride. I've been keeping a close eye on these trends, and I'd love to share what I think is coming our way.The Evolution of AI InterfacesFor a start AI is breaking free from those basic chatbot boxes we're all used to. It's weaving its way right into the apps we use every day, making them smarter and more helpful. Obviously we have the consumer tools like "Apple Intelligence" that is already rolling out across iOS and macOS.Meanwhile, Microsoft are focusing on bring AI to the enterprise market and in particular on introducing AI agents, which is another big trend I will come to in a moment.What's really cool about all this is how AI is becoming part of the furniture, so to speak. Instead of being this separate thing you have to go to, it's just there when you need it, making your everyday tools work better without getting in the way.For us UX designer

Notion Post Launch Optimization TemplateSignup to a Notion accountI've witnessed this scenario countless times: organizations invest substantial resources into launching a new website, only to neglect post-launch optimization once it goes live. This oversight is a critical mistake that can significantly undermine the long-term success of your digital presence. Today, let's delve into the crucial topic of post-launch optimization and explore why many organizations are failing to capitalize on this essential process.The Post-Launch Optimization ChallengeWhen it comes to post-launch website management, many organizations typically fall into one of two categories:They completely abandon post-launch optimization, treating the website as a "set it and forget it" project.They implement sporadic updates, primarily focusing on adding new features or updating information, without a structured post-launch optimization strategy.Both of these approaches miss a critical opportunity in the post-launch phase: leveraging real

I've been thinking about an important shift in our industry that we've discussed in the Agency Academy I run. It's time we dive into this subject and explore how we can adapt our approach to stay competitive.The landscape for web design agencies and freelancers is evolving, but don't worry - this isn't about abandoning our core services. Instead, it's about recognizing and charging for the expertise we often give away for free.While DIY platforms and templates have made the technical aspect of web design more accessible, our strategic knowledge is more valuable than ever. It's time we position ourselves not just as implementers, but as strategic partners who offer both consultancy and implementation.Let's break down why this matters and how you can make the most of it:The Real Value: Knowledge Alongside ImplementationClients can get a website from many places, but what they truly need is strategic insight to align their digital presence with their business goals. This is where we excel. Our experience, unders

Hi everyone.I run a lot of workshops within organizations. They're great for connecting people, allowing space for questions, and inspiring teams. But here's the thing: I'm not convinced they're the best method of training staff in most cases.Don't get me wrong, workshops have their place and I enjoy running them. They create a shared learning environment, foster discussion, and can be incredibly motivating. However, they come with some significant drawbacks that we need to address.Key Challenges with WorkshopsFirst, let's consider the retention problem. Unless people immediately apply what they've learned in a workshop, they tend to forget it. Even if they do use the information right away, without regular application, that knowledge fades over time. It's just how our brains work.Then there's the issue of staff turnover. When employees who attended a workshop leave, they take that knowledge with them. New hires miss out unless you repeat the workshop, which can be expensive and logistically challenging.Speak

Let's have an honest conversation about invitations to tender (ITTs). We've discussed this topic in the Agency Academy, and I believe it's time to address this significant issue in our industry.If you've been in the digital industry for any length of time, you've likely encountered them. They're a staple of the procurement process, especially in larger organizations and government bodies. But here's the thing: they're not working. Not for agencies, not for clients, and certainly not for the projects themselves or their end users.As someone who's been on both sides of the fence - writing proposals and evaluating them - I've seen firsthand how this process can fall short. So, let's break down why ITTs are problematic and explore some alternatives that could lead to better outcomes for everyone involved.The Agency Perspective: A Costly GambleFor agencies, responding to an ITT is often a significant investment of time and resources. It's not uncommon for teams to spend weeks crafting the perfect response, only to

Whether you're part of a UX team, running an agency, or freelancing, there's a service you should be offering. I include myself in this too.This realization struck me while preparing for my design leadership workshop next week (and yes, it's not too late to sign up!). I was thinking about how most design teams are under-resourced, as I mentioned in a previous newsletter. We, therefore, need to be more strategic about how we spend our time.One issue is that we often get pulled into projects that shouldn't exist because they don't meet real user needs. We try to advocate for discovery phases to research user requirements, but many colleagues don't grasp what a discovery phase entails. Often, the decision to move forward with a project has already been made.The same goes for those of us working externally. By the time a client reaches out, the project is already defined and approved. We can't influence its direction as much as we should.So, we need to take elements of a discovery phase, combine them with a SWOT,

I’m not sure if it’s just me, but it feels like a strange time in UX right now. I’m noticing many layoffs in our field, budget cuts, and a decline in work for external suppliers. It seems we’re going through another shift in our industry, which tends to happen every few years due to technological advancements or economic factors.In this email, I’d like to share my thoughts and best guesses about what might be happening and what the future could hold.However, I want to begin by clarifying what I don’t believe is happening: I don’t think the user experience field is being replaced by AI.AI Is Not Making Our Jobs RedundantWhile AI may streamline processes and reduce job numbers in the field, I believe the risk of AI replacing you anytime soon is minimal.This is due to the current nature of AI. It excels in areas like data analysis and written language but remains weak in other domains, such as:Strategic planning.Emotional intelligence.Creative thinking.Fortunately, these are the three core skills essential for u

Hey all,This topic could prove controversial, but I've had a couple of conversations recently that make me think this is a subject worth discussing. It's about the role of user researchers in organizations.Be Careful What You Wish ForNow, I know a lot of you reading this will be thinking to yourself that you'd kill to work somewhere willing to invest in hiring a dedicated user researcher. But be careful what you wish for, because I'm not sure it's always a good idea. Especially if it ends up creating a gatekeeper between stakeholders and users.The Separation of RolesYou see, I've worked with a few companies over the last year or so where the roles of user researcher and user experience designer have been separated. On the surface, this looks like a good idea. After all, generally speaking, the more specialized you are, the better job you'll do in a particular niche. And that's true for user researchers. There are many nuances to carrying out user research that a more generalist user experience designer may ov

Hello all.If you work on websites, rather than web apps, the chances are you want people to do something on that site. It might be sign up for a newsletter, buy a product or getting in touch. Whatever it is you want people to do you will find them cautious. That is just human nature. We are always looking for the “danger” in any situation. People fear making the wrong decision or wasting their money. They worry about what will happen if they act and how things might go wrong.Addressing Concerns is KeyYou can have an amazing product, great design, and compelling content. But if you fail to address people's concerns, they will hesitate to act.Skills for SuccessA vital skill when working on websites is the ability to address these concerns. Even if content creation is not your main job, you need to guide those who create content. Otherwise, you might end up receiving the blame if the website underperforms.Objection Handling: A Life SkillObjection handling is useful not only for creating websites but also in ever

Hello all,I've always been a strong advocate for establishing measurable success criteria in every project. The digital world offers us a wealth of metrics to track - from conversion rates and lifetime customer value to engagement and user experience. It's a data goldmine!But recently, I've been reminded that adopting metrics can be a dangerous game, especially if we become too obsessed with them. Let's explore four key dangers of metrics and how to navigate them effectively.The Perils of Poorly Chosen Metrics1. Measuring the Wrong ThingsI'm currently working with an insurance company that's fallen into this trap. They're tracking the number of quotes sent out rather than actual sales. Consequently, they're making decisions that boost quote numbers at the expense of real conversions.How does this happen? It's called the McNamara fallacy - our tendency to measure what's easy to measure and, over time, assume it's the only metric that matters.Be wary of this trap. While measuring something is better than nothin

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Let’s talk about experience. I have a lot of it - 30 years of working with websites and web-based apps. But how useful is all that experience actually? More broadly, how much should we consider experience when hiring staff or working with a particular agency? Does sector experience matter?We presume that more experience is better, but is that actually true?Experience Has Its AdvantagesExperience certainly has its advantages. When you've worked on web projects for as long as I have, little surprises you anymore. I've encountered and worked out solutions for the majority of related challenges.I also have enormous experience across a huge range of sectors, from government and charities to luxury brands and startups. I understand many of the nuances of these sectors. I can see challenges or opportunities that a less experienced professional might miss.But I'm not here to blow my own trumpet, because I also believe that experience can carry with it large downsides.Experience Can Lead to ApathyFor a start, I've met

If you would like a transcript of this episode, access to the links I mentioned, or any additional information, please visit the associated blog post.https://boagworld.com/emails/charity-web-design-and-psychology

If you would like a transcript of this episode, access to the links I mentioned, or any additional information, please visit the associated blog post.https://frontendmasters.com/blog/fast-and-budget-friendly-user-research-and-testing/

If you would like a transcript of this episode, access to the links I mentioned, or any additional information, please visit the associated blog post.https://boagworld.com/emails/recruiting-user-test-participants-doesnt-need-to-be-a-nightmare/

.If you would like a transcript of this episode, access to the links I mentioned, or any additional information, please visit the associated blog post.https://boagworld.com/emails/the-rise-of-the-voice-and-conversational-interfaces