The project started of as a business transformation cluster as a digital transformation project, however it involves and impacts several marketing-, product- and service teams as well as software architects, delivery street managers, sales and solution managers and several external parties.  A UX design colleague joined the project beginning of last year and soon saw that more strategy and research is needed since there was not much known about the target groups their digital behaviour and their needs and pain points. There was also a lack of overview of all the teams and stakeholders involved and impacted by the changes and their different responsibilities.

He got me onboarded to help out with UX strategy, information architecture, and research.
We hosted many workshops to understand what we know, what we do not know, where our blind spots are, and what the overlapping areas of work between teams are. 

 

I slowly leveled up user research capacity and got customer experience and process design involved. We are running regular research studies and usability tests, are creating digital experience design principles and  B2B Personas.