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User Experience Management: Essential Skills for Leading Effective UX Teams [Paperback]

by Arnie Lund
4.4 out of 5 stars  See all reviews (13 customer reviews)

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Book Description

May 12, 2011 0123854962 978-0123854964 1

The role of UX manager is of vital importance -- it means leading a productive team, influencing businesses to adopt user-centered design, and delivering valuable products customers. Few UX professionals who find themselves in management positions have formal training in management. More often than not they are promoted to a management position after having proven themselves as an effective and successful practitioner.Yet as important as the position of manager is to the advancement of the field there are no books that specifically address the needs of user experience managers. Though information is available on the Web, nothing ties that advice together in the way a manager would need to integrate it in their work.

User Experience Management speaks directly to the UX manager and to the unique challenges one may face. It outlines the robust framework for how to be an effective UX manager, from creating a team, to orchestrating product development, to ensuring UX is not compromised, to achieving company buy-in on results. This acts as a checklist readers can use to make sure they have covered the bases as they think about how to build their own user experience programs. Written by an experienced UX manager, and containing testamonials from many leading managers in the field, managers both current and aspiring will find this an invaluable reference loaded with ideas and techniques for managing user experience.

*Gives a UX leadership boot-camp from putting together a winning team, to giving them a driving focus, to acting as their spokesman, to handling difficult situations

*Full of practical advice and experiences for managers and leaders in virtually any area of the user experience field

*Contains best practices, real-world stories, and insights from UX leaders at IBM, Microsoft, SAP, and many more!

Frequently Bought Together

User Experience Management: Essential Skills for Leading Effective UX Teams + A Project Guide to UX Design: For user experience designers in the field or in the making (2nd Edition) (Voices That Matter) + Lean UX: Applying Lean Principles to Improve User Experience
Price for all three: $72.21

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Editorial Reviews


Few have had the time or opportunity to get the kind of experience that Arnie Lund has had. Our very good fortune is that Arnie is the very essence of the reflective practitioner, and has the generosity of mind and spirit to turn his own career experience not into an autobiography or a "managing as I see it" book of tips.  Instead, Dr. Lund takes a deep and wide look at the kinds of organizations and the different kinds of work that he has seen, from many vantage points, and uses that to engage a remarkable set of colleagues to reflect on, explain, and extend the practice of managing experience design. Arnie has been managing on the edge of the emerging fields involved here for as long as they've been emerging.  The breadth of his experience and the discipline of his reflection on it makes for a remarkably comprehensive collection of issues.-Dr. Rick Robinson, Research Fellow, Design Continuum, Boston

Lund, a user experience manager who has taught user-centered design and related topics at universities, explains how to be an effective user experience team manager. He draws from his experiences and those of other managers to focus on the specific issues associated with managing user experience skills and leading a team in corporations that are mostly engineering-based. He discusses building, equipping, focusing, nurturing, and creating a high-performance team, including defining a strategic framework, creating team identity, identifying and shaping shared values, growing the team as individuals, dealing with conflict, and balancing work and personal life, as well as transforming the organization. -- SciTech Book News

From the Back Cover

UX managers lead productive teams, influence businesses to adopt user-centered design, and deliver valuable products to customers. Well, that's what you're supposed to do. More often than not, UX practitioners, after having proven themselves effective and successful, are promoted to management positions. Yet, as important as the position of manager is to the advancement of the field, there are no books that specifically address your needs as a user experience manager.

Until now, there has been little in the way of formal training for current and future UX managers and team leaders. User Experience Management speaks directly to the current or aspiring UX manager and to the unique challenges you may face. It outlines a robust framework for how to be an effective UX manager: from creating and motivating a team, to orchestrating product development, to ensuring UX is not compromised, to achieving company buy-in on results-all so you can build your own successful user experience program. Written by Arnie Lund, an experienced UX manager, and containing insights from many leading managers, this provides for current and future managers an invaluable reference loaded with ideas and techniques for managing user experience.

Product Details

  • Paperback: 312 pages
  • Publisher: Morgan Kaufmann; 1 edition (May 12, 2011)
  • Language: English
  • ISBN-10: 0123854962
  • ISBN-13: 978-0123854964
  • Product Dimensions: 9.3 x 7.5 x 0.6 inches
  • Shipping Weight: 1.4 pounds (View shipping rates and policies)
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (13 customer reviews)
  • Amazon Best Sellers Rank: #442,311 in Books (See Top 100 in Books)

More About the Author

Arnold (Arnie) Lund, PhD, CUXP recently joined GE Global Research as the UX Innovation Lab Manager, and is currently the Digital Industries Technology Leader. Previously he was the Principal User Experience Lead in Microsoft's Server and Management Studios defining the user experience strategy for cloud computing, and he served as Principal Director of User Experience in Microsoft's IT organization where he led a team responsible for design and user research. He began his career at AT&T Bell Laboratories in applied research, and helped build the science and technology organization at Ameritech. His Ameritech team created a variety of innovative products, his research was recognized by the Society of Motion Picture and Television Engineers (SMPTE), and his work on metrics for assessing user experiences and predicting successful products continues to be influential. He managed design and exploratory development teams at US West Advanced Technologies, and served as a director at Sapient (where his focus areas ranged from information architecture to leading a global program in emerging technologies). Arnie has been elected to the ACM SIGCHI Academy; and co-chaired the CHI conferences in 1998 (Los Angeles) and 2008 (Florence, Italy). He recently received the SIGCHI Lifetime Service Award and is co-chairing the CHI communities. Arnie is a Fellow of the Human Factors and Ergonomics Society (HFES), and served on the HFES Executive Council. He has long been engaged in human computer interaction (HCI) standards and in the area of accessibility and emerging technology, including chairing the HFES Institute and overseeing the HFES-200 standard and its approval as an ANSI standard. He is a certified user experience professional and served as president of the board of directors for the Board of Certification in Professional Ergonomics (BCPE).

Arnie received his BA in chemistry from the University of Chicago, and his PhD in experimental psychology: human learning and memory from Northwestern University. He has published widely in R&D management and on research in natural user interfaces, and has more than 20 patents. He has been on the advisory and editorial boards of various journals (e.g., Journal of Usability Studies and the International Journal of Speech Technology), and served on the board of directors for INFINITEC (focusing on infinite potential through assistive technologies). Arnie has taught user centered design at Northwestern University and elsewhere, and can be heard periodically teaching at the University of Washington.

Customer Reviews

Most Helpful Customer Reviews
2 of 2 people found the following review helpful
Format:Paperback|Vine Customer Review of Free Product (What's this?)
This one is a keeper. Another in Morgan Kaufmann's series of superb professional books.

Arnie Lund started as a researcher, and became a manager first at Bell Labs and later at a variety of large organizations to which UX meant different things under different circumstances. His book is a good balance of specific information and advice with stories of his management experience at his various companies. It's also clearly and persuasively written.

Managing a creative team, especially one whose value is not always recognized by the engineers whose products the UX team is working with, is a challenge. Lund includes specific advice on the skills needed, hiring a balanced team, ensuring that the team grows both as individuals and as a team, putting together a strategy for working with the rest of the company in a productive way that has them recognizing the value of UX. And he doesn't neglect the fine art of inspiring creatives. He also covers how to handle removing someone from the team - from recognizing the need to persuading managers higher up the line, to actually handling the removal.

He gives no space to whining about how engineers think they're superior to UX people. Engineers think they're superior to everybody, and they're wrong. Best not to even get into the issue.

Along with his own advice and stories, Lund includes advice from other managers he respects. Some of this leans toward leadership platitudes, but that only makes Lund's solid material shine even brighter.

If you manage creative people in a hardware or software organization, this book is for you. If you aspire to move from individual contributor to manager, you will likely be a team leader along the way. Much of this book will be helpful to you too. It's well-written, well-organized, and useful.
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2 of 2 people found the following review helpful
Format:Paperback|Vine Customer Review of Free Product (What's this?)
This is a comprehensive handbook designed for anyone who are (or soon to be) working at management level of creative industry, particularly in user experience or human-computer interaction field. It covers everything from starting up the team, hiring strategies, getting things started, designing appropriate environment for the creative team, managing priorities and interests of different parties, stimulating the team, and everything else in between.

Each topic is explained thoroughly with ample examples as well as illustrations in a form of table, chart, or diagram -- all of which are mostly taken from past experiences of UX managers or relevant researches and studies. Comprehensive coverage of UX team management is organized in chapters and sub-chapters, making it quick and easy to understand each concept.

Be it in small fresh startup company or in huge multinational company, this book can be used as a training tool for anyone who would like to venture in UX team management, as well as those professionals who is currently in this field who can use this book as reference and guide. A quick skim would probably give you the right answer to the current problem you're trying to address in your UX team.
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1 of 1 people found the following review helpful
4.0 out of 5 stars Great UX Management Reference July 18, 2011
Format:Paperback|Vine Customer Review of Free Product (What's this?)
This book is a fabulous resource for any UX team manager. It discusses the ins and outs, the team building process, and how to remove people from the team when and if the time comes.

While this book is specifically tailored to UX teams, the great majority of the information can also be applied to graphic or web design teams. The creative process of the design individuals is very similar to that of UX teams. In addition, this book can also be applied to new and experienced managers.

The information is presented both in easy to read informational text - full of fabulous quotes - and illustrative charts and graphs. It's easy to follow along and quite an enjoyable read.

I have a feeling that I will refer to this book for years to come. I highly recommend this book to any manager who will be creating and leading UX teams.
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1 of 1 people found the following review helpful
Format:Paperback|Vine Customer Review of Free Product (What's this?)
In many cases in the use of software, the most significant determiner of whether it is used well is the user interface. User experience (UX) is now a discipline distinct from other areas of software development, for it relies more on psychological and perceptual factors than it does on technical knowledge of computing. Lund is an expert in creating and managing a UX team and this book is a collection of thoughts, his and those of other experts on how to manage a UX team.
However, this is really a book about how to manage a team of creative professionals, UX just happens to be the specific area that the author works in. Lund describes the joys and difficulties, from the first point where the decision is made to build the team, through the process of acquiring the "right" individuals, through the development process and into the best ways to let people go.
While there are more metrics on how to measure performance than a manager could ever use, successful managing is still an art, combining tough love with sensitivity, an occasional bit of bottom kissing and at other times kicking the same spot, earning and maintaining the respect of others above and below you in the chain of power and most times having to demonstrate a high level of technical expertise. It is a job where many aspire but unfortunately too few are really successful.
One of the best quotes about management appears on page 208 and is from Tom Peters:

"Stellar teams are invariably made up of quirky individuals who typically rub each other raw, but they figure out - with the help of a gifted leader (such as Phil Jackson at Chicago or Los Angeles) - how to be their peculiar selves and how to win championships as a team ... at the same time.
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Most Recent Customer Reviews
4.0 out of 5 stars Good book on UX management but not about the actual UX process
This book has good advice about managing a UX team but not about the actual UX process. Just want to set expectations. Read more
Published 12 months ago by Hoppaguy
4.0 out of 5 stars Nice Management Reference Tool
My husband is a software developer who was promoted to manage the web development team for his company last year and found this book to be particularly helpful. Read more
Published 16 months ago by Leeshie R
3.0 out of 5 stars Not particularly what I was looking for.
This is a good book which focuses on the management of UX teams. In that respect, it's very good. I was hoping to get something that covered more of the UX process, but this book... Read more
Published 17 months ago by J. Moore
5.0 out of 5 stars Good reference book for new UX managers, but managers only
This is a very well written book for people learning about managing UX teams. It starts with team building, interviews, arranging physical locations, then getting recognized in... Read more
Published 22 months ago by Sukru Tikves
5.0 out of 5 stars A Must Read for Managers of UX Teams
Since many user experience (UX) team managers were trained either as artists, designers, psychologists, or software developers, many want and need additional management materials... Read more
Published 22 months ago by CG
3.0 out of 5 stars NOT a UX book
This book is only for managers. It doesn't teach you anything that related to UX... I don't understand why that's his name... it is pure management best practice. Read more
Published on February 23, 2012 by G. Madar
4.0 out of 5 stars Very useful!
This book is clearly written and does a good job of balancing specific information and advice with stories of Mr. Lund's experience at his various companies. Read more
Published on October 18, 2011 by t.g. randini
5.0 out of 5 stars Great UX Book for managers
When it comes to management books I'm often skeptical about reading something new. The reason being they tend to restate what other books have already covered and don't offer... Read more
Published on June 30, 2011 by P. Greco
5.0 out of 5 stars A great reference for the new user experience manager
I wish I had this book 12 years ago when I started UX management. There is so much helpful information based on so much experience that is a must have for new managers. Read more
Published on May 24, 2011 by George Hackman
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