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https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1484604274033-DVQECMWSA4WMQREI2XNO/globalnav-Product.jpg global navigation https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1484615647533-2DJWCU7IWQCXHS4RE13Q/design-team global navigation The interaction design team was a cross-functional group of engineers and designers. I'm the woman on the right. The woman on the left was the program manager who lead the project with me. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486256866059-C3YB1GK46ZBD4CVZLT53/globalnav-4.jpg global navigation http://www.courtneyux.com/brand daily 0.75 2024-09-27 https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486404580049-ZZG6T9JEGU9AA3I096V5/Brand-old-strategy.jpg brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1488161176212-BQC8ZOLD81BE0L0KGE1E/3-Color-Full.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486349687268-ZW7FWX94HYM3IQP9V27W/links-2.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486342699295-X46NOQ5DKV4RVZWD8A7F/10-Illustrations.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486342929368-ESEF7YIG9X28NDFSMC33/11-Illustrations-Products.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486342730037-98PPPFGJBMM14O7W215W/7-Photography-People.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486342912547-WOTX6MGRZHLKVEKIN83S/8-Photography-Businesses.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486400969567-1572PKXX68O35BSR205A/buttons.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1488161330389-XJ7Z46XIZ99P0V1QW3HU/6-Buttons.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1488161559875-AFR8E0UHRHITO2QH293C/2-Typography.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486405190686-F5JO42N82U2Z00AOXEAO/image-asset.jpeg brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1488161285999-50A5838GFNYEK5LZPOUB/5-Links.png brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1488161535056-CKVDW1FFWX00M4GDKN1J/text.jpg brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486348174140-QLBW0Y8ZEP0OXWWBX8J7/colors.jpg brand evolution & visual refresh https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1485041575357-CT6IHO6CZ01OR8VBU5PV/HP-image.jpg brand evolution & visual refresh http://www.courtneyux.com/manager-actions daily 0.75 2024-09-27 https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/8ab5bb81-30d7-49e3-9622-78fd3a82ff68/Screenshot+2024-09-07+at+3.19.17%E2%80%AFPM.png manager actions - Inspiring a user-centric vision We brought on a mid-level user researcher, reporting to my UXR colleague, to inform a broader vision for managers. The research team evaluated our v1 product, tested concepts with users, and led a workshop with internal I/O psychology experts, identifying key gaps and opportunities. My design team then translated these insights into a user-centered vision, shaping a more comprehensive product strategy. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1603657440865-K74OBIGYWRBH10Y9XTBQ/before.png manager actions https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/b4ea616b-4306-4ef5-8c8b-a0201e9c42e4/Screenshot+2024-09-07+at+7.10.11%E2%80%AFPM.png manager actions - Disrupting the status quo At X4 2023, we launched an intuitive experience for managers and unveiled our direction in behavioral analytics and AI-driven action recommendations, including the acquisition of Autumn, a Canadian startup focused on real-time well-being insights. With the integration of new team members, we adapted working norms and processes that challenged the more rigid waterfall planning cycles previously used at Qualtrics. Our next phase focuses on integrating behavioral data and AI insights with employee engagement, fostering a culture of rapid iteration and experimentation. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/406071f0-4b9d-4941-b166-38fd295007d6/3+things+-+coda.png manager actions - Operationalizing HCD milestones Human Centered Design (HCD) milestones are used in quarterly planning cycles as a structured yet flexible framework to enable user-centric iteration and alignment. I worked across the PXE org to define, operationalize and adopt a more human-centered approach. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/eac90b82-3153-4e0f-924a-f67a50b09478/UX+org+chart.png manager actions - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/fce84e96-f88a-4cd9-8017-9f02337339c9/3+things+-+GP.png manager actions - Sponsoring golden path metrics As the organization matured, we established Ease of Use metrics to further drive UX product investment and accountability. I serve as the PXE leadership sponsor for Golden Paths across the portfolio, a key ease of use metric and early indicator of churn and renewal risks. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1603665544975-FZAINN6SJC2Q5MP3I1EU/explorations.png manager actions - Exploring solutions We focused the solution space on connecting insight to action, re-flowing the manager workflow, and establishing a more extensible UI framework to accommodate inline guidance. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/e90deebc-8c33-483d-a45e-2008602cf506/3+things+-+pods.png manager actions - Forming cross-functional pods By 2024, Manager Actions fit within one of five product pods, where cross-functional “PXE” teams (Product, UX, and Engineering) work collaboratively with autonomy and accountability. I led UX for the product unit, overseeing a team of 11 designers and researchers. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/b96b85ee-311d-49d6-b9bc-0e200826f1f7/Screenshot+2024-09-18+at+9.26.46%E2%80%AFAM.png manager actions - Adapting processes for more rapid iteration & AI exploration I advised the newly acquired product team on leveraging established norms, while empowering each member to adapt or skip elements that hindered rapid iteration and experimentation. We developed a flexible resourcing and collaboration model for user research and design initiatives, which allowed the team to work more fluidly and leverage their unique strengths in driving innovation. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/4005293f-09e0-4fa8-889f-e4604bbfd049/Screenshot+2024-09-18+at+8.41.06%E2%80%AFAM.png manager actions - Leading the work & managing the team I developed a cross-functional UX team to create a cohesive experience for managers. We hired a content designer to shape the site structure and narrative, collaborating with a research partner to refine taxonomy and tone. As our first purpose-built solution, we simultaneously defined system-level components and frameworks. I led the cross-team coordination with design systems and other app teams to keep our workstreams aligned. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/42d95bc2-3813-4adf-8c93-c6bbca6cf290/Screenshot+2024-09-08+at+9.31.34%E2%80%AFAM.png manager actions - Shaping an AI-inspired product vision around validated user needs The workshop was guided by quantitative and qualitative persona research from a Senior User Researcher and co-led by a content designer, fostering a cross-functional group to explore the opportunity space from multiple perspectives. The outcomes were summarized in a share-out deck, which teams referenced over the following months as they independently explored and evaluated aspects of the vision. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/16f74df0-65a8-485a-86f7-428c42774cb7/Screenshot+2024-09-08+at+8.56.44%E2%80%AFAM.png manager actions - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/8cb27184-3edc-4ee5-9a5e-d3fc15f028e9/Screenshot+2024-09-07+at+3.04.10%E2%80%AFPM.png manager actions - Hiring & developing the team My first hire, a junior designer, took ownership of enhancing the action planning experience, collaborating closely with engineering to design and implement UI components that improved accessibility and responsiveness. Her initiative led to key features that significantly enhanced the user experience, while also developing her skills in cross-functional collaboration, problem-solving, and UX design execution—laying a strong foundation for her growth. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1726667768668-R7I3BREN1JOJDUNROP4U/Home+page.png manager actions - Manager Assist - Home Landing page experience for managers that establishes the core steps in the manager journey through Employee Engagement: Discover Insights, Ideate together, and Turn Insights to Action https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1726667767669-3S9XCF0W0L7P9QAKRN93/View+results+hub+page.png manager actions - Manager Assist - View results Hub page for navigating to engagement results. The page shows a card for each dashboard that the manager is permissioned to view. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1726667765225-ULM2LC42ESG0QP016CD6/View+results+detail+page.png manager actions - Manager Assit - Engagement Headlines Manager view of engagement results. The page starts with a welcome message establishing a sense of pace and informing the manager how to use the report to celebrate what is going well and focus on opportunities to support the team. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1726667766930-EFE0N21H0EU96NCQMHMB/Idea+board+hub+page.png manager actions - Manager Assist - Brainstorm Ideas Hub page provides navigation to idea boards. Idea boars are used to brainstorm ideas to improve engagement with the team. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1726667766494-3FVJP1OQYGCSRQF8K5RT/Plan+of+action+hub+page.png manager actions - Manager Assist - All action plans Hub page lists the status of all manager action plans and provides navigation to action plan detail pages. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1726667765276-YPBFB1YCNCJJY78RHHTJ/Plan+of+action+detail+page.png manager actions - Manager Assit - Action Plan Detail view of an action plan with committed actions, suggested actions, and details about the action plan including owner, due date, and associated metric. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/71d9124f-3cf3-41d0-bb7c-0263519ec812/Screenshot+2024-09-08+at+11.29.24%E2%80%AFAM.png manager actions - Championing ethical AI design As the product team explored behavioral metrics and AI applications, the UX team raised concerns about AI ethics and user privacy—issues that soon resonated with customers. I escalated these risks to leadership and empowered my team to lead UX-driven initiatives. What began as a grassroots effort grew into a UX-led AI committee, shaping the Qualtrics Code of Ethics and establishing a resource hub for ethical AI design. Today, AI is integrated across problem spaces, with the UX team equipped to propose ethical, explainable solutions. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/66e84700-f28b-45fc-8fea-8ee7e9092b20/Portal+-+Data+flow.jpg manager actions - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/44597b42-33c3-40b8-966b-aae582fc084e/Screenshot+2024-09-07+at+11.34.25%E2%80%AFAM.png manager actions - Delivering a user-centric MVP By integrating action planning into the manager's workflow, we made it easier to create and complete plans while emphasizing the 'why' and 'how' behind results. This was achieved through a cross-functional effort, ensuring a deep understanding of end-user needs. Our team designed a user-centered admin interface that supported customers, partners, and end-users alike. We proudly unveiled this innovation on the Employee Experience Main stage at X4—marking just the beginning of our journey. We got here in 6 weeks. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/d7747b3e-4349-483b-9786-fba15a48ba66/Screenshot+2024-09-07+at+2.46.37%E2%80%AFPM.png manager actions - Empowering collaborative prototyping team With a validated roadmap, we prepared for the next X4 customer event by creating prototypes that highlighted manager-centric solutions. I led a team of four designers, assigning each team member ownership of a key part of the overall narrative. This empowered them to apply their unique strengths, develop new skills, and learn from one another's expertise. Their collaborative efforts not only brought the vision to life but also fostered individual growth and a stronger team dynamic as we worked toward a common goal. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/467cca96-0a3f-4915-8d45-c0f4c271a79f/Screenshot+2024-09-07+at+10.55.40%E2%80%AFAM.png manager actions - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/5dab4a6f-864f-4508-8d2c-bfe2021aee59/Screenshot+2024-09-07+at+10.47.18%E2%80%AFAM.jpg manager actions - Re-framing the problem I collaborated with a UX researcher to explore the problem from the manager's perspective, revisiting existing user research and conducting interviews with managers, customers, and internal stakeholders. Our insights revealed that an effective solution needed to seamlessly integrate action planning guidance into the analysis workflow. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1725723905168-0B1WZME38LCMVOPDA0IM/manager-actions.jpg manager actions http://www.courtneyux.com/overview daily 1.0 2024-10-05 https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1725837706851-DGK30RJYAMKI2FV7NY1L/unsplash-image-SYTO3xs06fU.jpg welcome http://www.courtneyux.com/conjoint daily 0.75 2024-09-26 https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600973923122-KIH980JDC2IYJYWHQ1IQ/mind-map-img.png research simplified - understanding the platform I spent a couple days really digging into the existing platform architecture and technology to better inform a realistic solution for integrating conjoint into the experience. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600643349128-JI7BV5S2HOJ03Z4NGJB1/Start+a+Conjoint+Project.png research simplified - wire flows for key scenarios I drafted mini wireframes across the tasks flows for key scenarios to start with a holistic view of the problem space and potential solutions. I learned in discovery that integrating this experience into the existing platform would take some coordination, and I wanted to make sure everyone was on the same page. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968353033-HOOETABNDK82HVQ4U33E/PX-BigPicture-v3.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600643371197-J60W411VP88X1M9U5XGW/Start+a+Conjoint+Project.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600643372307-EX4Z8R1Y0VN4UMA9UKMO/Finalize+Survey.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600643373844-D6MZNWZKGDO0LY2YVN1D/Distribute%2C+Collect%2C+and+Preview.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600643375216-7STJ27CPX3PHT7YWZGI9/Configure+Conjoint+Settings.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600643376154-E7096GRHEXG2UXPEEK7G/Analyze+Results.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600640009663-SA1BEH50YCCMC6XH5PJ6/conjoint-study.png research simplified - research findings My colleague, Marc Todd, evaluated the design concept and determined successful in support of an MVP launch (this image is an artifact from his report). He identified a couple usability issues that we could improve with copy or UI changes, and noted several key opportunities for future releases. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600972696428-LWMGDYVPSUUG85KR5K1L/old-conjoint.png research simplified - existing application I met with our subject matter expert to understand the current process and the internal application he had built. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600970674568-0JDU0C7S0XGU15185OKG/conjoint-wf-example2.png research simplified - wireframes Detailed wireframes quickly followed. Simplifying the critical steps to setup a conjoint study was key to get right first. Most of the wireframe iterations were around the setup experience, with a bit of thought around resenting the analysis and simulator experiences after data was collected. See an example mid-process wireframe doc https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600970848964-B948O14UKNLPEV01JBKW/Survey.png research simplified - high-fidelity design As the concepts refined to higher and higher fidelity, I pushed for stronger product integration with the survey editor. It was not ideal for conjoint aspects of the survey to be configured in one place, and general survey questions in another. We had to do better to connect the experiences and I pushed for various ways to achieve this. Ultimately, any integration with the editor was very expensive, so we needed to verify with users if this was truly a deal breaker for MVP. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1601059174997-VR1Q6WTVQLGM7V0KTICQ/new-flow.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600969936448-SSDWXZCSWPUE1CWQTIY7/conjoint-sitemap-2.jpg research simplified - site structure I often include a site map in early UX discussions to ensure everyone is aligned on how the feature fits into existing infrastructures. It was particularly important for this project, since our team relied on platform teams to properly integrate and ensure optimal UX out the gate. The blue boxes here were the pages our team was building within the context of other platform experiences. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600639338125-I8S20IYBMA08EVYOYP6B/conjoint-prototype-preview.png research simplified - design prototype I put together an InVision prototype to quickly test our hypothesis, uncover opportunities for improvement, and inform roadmap additions down the road. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1601057577298-0UV9HAU85WIR8P1SJASS/Artboard+3.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600640738016-WN5SOC8F1SILRXZKU4WI/conjoint-finalize.png research simplified - ux delivery doc I put together a UX doc to finalize copy and alternate states as a part of the eng hand off, since we had yet to hire any UX writers and the team’s product manager was just ramping up. This Google Doc worked well enough to coordinate between teams and ensure important experience details were polished before launch. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1601051783198-SVTMUH38Q57EPP2D8DXO/conjoint-northstar-inspiration-2.png research simplified - northstar explorations The idea of simplifying complex research and analysis had been initiated and incubated by others before I got the chance to bring the ideas to life through Conjoint. An important step in the UX process was to learn from earlier visionary explorations and leverage UX and UI patterns where it made sense. Ryan Sun and Jerrod Larson did the heavy lifting on UI and UX concepts for this guided flow through their northstar work. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968419101-HLEQ9HAG6KJMKL2VMW04/Overview_+Default.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968407966-GVOT6SL70WMCCCSOI2U8/Overview_+Review.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968494069-UX66V5RWWYHW0WPJG6BX/Setup+-+Default.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968440726-UMOLSDEMRZXGB81R1QQ4/Setup+-+Attributes+Error.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968430024-66Q2V5UPSHIPJ2X6IVZ8/Setup+-+Attributes.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968450235-KVZPSDDS55OGPY8XE6DL/Setup+-+Display.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968460193-GZFFHKUZPFJWSIA9XBRJ/Setup+-+Display+Preview.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968474299-OKIPPFG2U73D76WB7W2V/Setup+-+Exclusions+No+Attributes.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968481791-AMUOZ7F90B5RMWUNTOZD/Setup+-+Advanced.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968508219-R3SKGD95GDIKDXKV2JJY/Survey_+Conjoint+Locked.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968522837-Z7S7IEHYMBI7RB5KHOPC/Analysis_+Full+Report.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968556699-CSIWANMP05TSRED2Q3E5/Simulator_+Default.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968887323-OSG8N2D4QQKYE51Z19AD/Simulator_+Max+features+%26+levels.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600968886825-SNI9NI2LJD60JG466F52/Simulator+-+non+selected%2C+4+options.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600969000786-1F3A5LSAC68ZG6HEY8Y4/Simulator_+Share+Window.png research simplified https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600966470328-2NJ3PKHLB1UOV848TZJT/image-asset.jpeg research simplified - Outcomes The guided experience designed for Conjoint established a UX framework that scaled naturally. Qualtrics promoted Conjoint made easy at x4’18, and introduced a line of ready-made solutions to follow suit. By 2020, there was a dedicated product and UX team to improve and build on these bones. View the latest on the Qualtrics Marketplace. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600969771925-ZYZTNEWE7XVMPAJBVZZA/conjoint-sim-mainstage.jpg research simplified http://www.courtneyux.com/approach daily 0.75 2024-09-26 https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/7b7642f3-edcc-4961-9212-d3e6b7969229/UX-heuristics.png approach - UX Heuristics UX heuristics are a powerful tool for evaluating products through established principles like Nielsen’s 10 usability heuristics. This structured approach helps uncover usability issues and prioritize improvements, ensuring a more seamless user experience. This example was created at Moz and used quarterly to evaluate and prioritize product improvements. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1485038411370-G4MXJE61ECUUIKH9638D/Journey+Map approach - Customer journey mapping Customer Journey map illustrating the customer life cycle within the context of supporting systems, related metrics, and generalized sentiment based on quantitative and qualitative research https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/425236b9-72c9-4f60-80d4-4dea787b6437/success.png approach - Celebrating success to inspire growth and connection I love celebrating my team's successes, big and small, because it’s not just about boosting confidence and morale—it’s about sharing and learning from each other's success. These images capture some of our moments, like an org-wide kind words activity for Valentine's Day, team-voted kudos awards, individual spotlights, and anniversary celebrations. It's these little acts of recognition that help create a culture where everyone feels valued, appreciated, and inspired to grow. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/b673834f-17f6-45ca-b36a-750f31e304a6/HCD-milestones.png approach - Human Centered Design milestones Human-centered design emphasizes the human perspective at every step—from research and concept development to implementation and evaluation. I believe that while you can't skip steps, you can adapt how you move through the process. To balance holistic user-centered processes with flexibility and speed at Qualtrics, I collaborated across UX, product, and engineering leadership to define and implement human-centered milestones at the organizational level. This led to smoother planning cycles and better management of dependencies, empowering designers to autonomously plan and estimate work while aligning expectations across partners and peers. Ultimately, this fostered a culture of autonomy and user-centricity across teams, enhancing collaboration and driving innovation. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/737806e8-765b-4661-967b-ede7e479aafb/Screenshot+2024-09-07+at+7.21.00%E2%80%AFPM.png approach - UX vision narrative Communicating future concepts through narratives grounded in validated user needs fosters empathy and keeps the product vision user-centric. This example, part of a UX vision deck led by Claudia Martinez with concept illustrations by Kaitlin Mortensen and Lena Tran, was shaped by quantitative and qualitative research led by Melody Wu and Rose Schnider, and insights from a cross-functional session on user pain points facilitated by Claudia and Rose. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/32274a6f-8804-4817-9dc0-49f9a18fda95/reflection-template.png approach - Cross-functional retrospectives Retrospective or reflection workshops provide a structured opportunity for team members from different disciplines to reflect, learn, and improve together. This practice was especially important for our leadership teams, 10 months into forming the XM Product unit. Many engineers were working with UX counterparts for the first time, and all groups were chartered with broader, more ambitious product and business goals. Taking a moment to come together and reflect on what teams are proud of, what they need or want, and how they might work together to improve their teams' experiences and outcomes, proved to be an effective and engaging way to enhance collaboration, promote inclusion, and facilitate growth. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/945e2720-37ff-471c-a813-0cdb9041b165/Screenshot+2024-09-16+at+4.44.19%E2%80%AFPM.png approach - Journey-centered ideation One of the most effective ways to build empathy and unify teams is by grounding ideas and assumptions in the context of the user journey. This ensures we stay focused on real user needs, even under tight deadlines or executive pressure. For instance, when tasked with creating an 'AI innovation demo' for a leadership summit, the UX and product teams recognized overlapping efforts across the portfolio. By using FigJam and a dedicated Slack channel, we organized ideas around the user journey asynchronously, collaborating across 6+ product teams in under a week. This approach not only resulted in a cohesive, user-focused demo but also enhanced the contributions of each team member. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/2ba88f35-2bec-47e9-8129-c69c52361b70/conversation-map.jpg approach - Conversation maps I love this concept of a conversation map that I learned from Steph Hay to help designers and product teams work through user flows and content hierarchy. This "content-first" approach focuses on the language and conversations customers use rather than interfaces or features. The example here is from a design effort I led around Moz subscription management to keep teams user focused and aligned around the complex technical and business requirements. The deliverable resulted in a Google doc organized by user scenarios to discuss anything UX-impacting from messaging needs to technical limitations through development and post-launch revisions. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/2e45a346-b9bd-4679-b79c-0580720fba35/passion-projects.png approach - Passion projects Personal passion projects fuel individual growth and expand impact beyond the person or team. Two examples include initiatives for AI ethics guidelines and an accessibility awareness campaign, both of which began as grassroots efforts and continue to influence the organization today. I’m constantly inspired by the passionate people I work with and motivated to create space for their ideas to develop and thrive. Supporting passion projects helps individuals shape their futures while building a more creative and innovative team. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/7903f6c5-156c-4975-b0db-7d077a5d3e72/stand-ups.png approach - Consistent, yet flexible team syncs Connecting regularly as a team is essential, but the way we connect should be tailored to each team's unique rhythm and needs. These snapshots from the same day show two different approaches: one team of eight, mostly co-located, prefers gathering in person every Monday using a FigJam board; the other, a smaller team of four spread across time zones, connects asynchronously via Slack. In both settings, I ensure we cover the essentials—learnings from the previous week, upcoming priorities, blockers, and a touch of fun. I'm intentional about what we discuss but adaptable in how we get there, always prioritizing what works best for the team. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/b8de641a-6e1d-4f64-a749-01d522646a34/async-crit.png approach - Async crits I find that asynchronous feedback rhythms can be a great way to gather thoughtful input from a globally distributed team, especially in a matrix product organization. Even when teams are colocated, this approach lets everyone engage in a critique at their own pace. Tools like FigJam, with its intuitive interface and templates, make it easy to set up a well-structured async crit, leading to more frequent and inclusive design feedback for higher-quality outcomes and team enagement. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/37dbb451-71cc-4802-bcde-554263ef1757/individual-growth.png approach - Professional development & individualized growth I prioritize time with my team members individually each week, and at least once a quarter, we set aside time for more focused performance feedback and career action planning. I start with a collection of tools and templates (such as 1:1 hubs, performance review templates, and career action planning frameworks), and I always adapt these to suit each team member's unique goals, working style, and aspirations, ensuring that our growth conversations are genuinely personalized and impactful. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600294446833-E3S6UJ8FSJ9MFZKUNUO4/mobile-flow-preview2.png approach - Story flows Storyboards and wireflows can be helpful tools for working through concepts more holistically. This is an example I drafted to explore how we might effectively leverage the mobile form factor to enhance an existing desktop experience. See the full scenario https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/ac25b696-ac7a-412d-988b-04405aa4a198/creative-play.png approach - Creative play Creating space for play fosters an innovative, supportive design culture by building trust, enhancing problem-solving, and sparking new ideas. This photo was taken during a 2023 cross-office “art class” I hosted to lift team morale during a challenging time. Teams that embrace creativity and collaboration grow stronger and more resilient over time. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/9a99c555-33e0-46bf-b8f7-2ee5f89398fd/wiretiles.png approach - Hands-on wireframing Sometimes it helps to break free from traditional tools and get a little more hands on. In this case study, we faced a challenge with high customer churn before the end of their free 30-day trial. Our dashboard was key to showcasing value early, but delays in customer data availability were a hurdle. We analyzed usage data to inform key use cases to support, and then physically arranged wireframe elements to work through key scenarios and dependencies — I call these wiretiles. This was an engaging experience for the team and led to a modular system for smoother onboarding. The solution improved free trial conversion and effectively supported product growth for the next 2+ years. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/d006baa3-95e5-4ff7-8c15-4c5d323db721/data.png approach - Ease of use metrics Ease of use metrics, like task completion and error rates, are important UX accountability measures. This data informs product investments and can be a strong indicator of renewal risk and churn. I am the leadership sponsor for Golden Path metrics at Qualtrics, our primary ease of use metric reported in monthly business reviews. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/365b3258-51fe-4204-b1db-38bbaae08926/EEfeedback.png approach - Employee Engagement feedback I’m grateful for the opportunity to regularly review employee engagement metrics at Qualtrics and to learn directly from the team about what’s supporting them—and what’s not. The numbers aren’t always pretty, but the feedback is invaluable in guiding our efforts to enhance team engagement. EE results are just one of the many tools I use to empathize with the team, understand what problems they need me to focus on, and work with them to improve our collective experience. https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1486266518898-4CF9O213YWFO4D1BANFM/IMG_5817.JPG approach http://www.courtneyux.com/contact-copy daily 0.75 2024-09-26 https://images.squarespace-cdn.com/content/v1/53e9a013e4b08138fefa23b8/1600468733754-DNG37QKE72LY8S0OA3FY/cd-chair-3bw.jpg Contact (Copy) http://www.courtneyux.com/employee-pulse daily 0.75 2024-10-04