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The UXPO approach involves three steps:
1. Discover and Scope
2. Analyze and Define
3. Realize and Measure
1. Discover & Scope:
In the discover-and-scope phase, we collect and clarify user comments. Along the way, we may uncover concerns related to
the user interface, software usability, functionality, business processes, technical (infrastructure) issues, or user knowledge. We
then prioritize the issues we have identified and define the scope for potential improvements. Such improvements may target
specific end users, results, or key performance indicators (KPIs) that validate expected business benefits. At the end of this
phase, we deliver a “Discovery Report” to the customer, which includes a detailed issue description, the identified scope for
improvements, the target end users, target results, target measures and expected business benefits. Depending on the results
of the discovery phase, the activities for the following “UXPO – Analyze & Define” service are defined.
2. Analyse & Define:
Based on the scope we’ve defined, we next analyze user issues in detail and explore possible solutions. It is key during this
phase to work with actual users, not just proxies. Where possible, we try to observe users and ask them about their tasks to
gain a better understanding of their challenges and the opportunities for improvement. We apply usability engineering principles
to address user goals and needs. This involves analyzing the usage context, developing use requirements, creating a use
prototype, and testing and evaluating a prototype solution with end users.
The results from the root cause analysis help to examine appropriate solutions. At this point we may explore proposals for a
new user interface, conduct feasibility evaluations, and estimate the cost and effort involved. At the end of this phase, we
deliver a “Solution Proposal” which describes the various solution options, which have been evaluated and validated during this
phase. It highlights the pros and cons of each option and gives a final recommendation for the customer to take an informed
decision regarding the realization phase.
3. Realize & Measure:
In the realize-and-measure phase, we help customers to implement recommendations from the solution proposal and measure
their success against previously defined KPIs.
The preferred sequence for implementing a new solution is as follows, starting with the simplest approach:
- Adopt: Use standard features of an existing solution, a newer release, or an enhancement package
- Adapt: Customize or configure the user interface, leveraging framework functionalities, with minimally invasive enhancements
- Develop: Create a new user interface or leverage mobile or other new channels
After roll-out of the new solution to production we help customers to measure the success. This evaluation may comprise
summative usability tests, end-user satisfaction surveys, measures of time and cost savings or IT help desk calls reduction
respectively work load reduction of IT staff.

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