User-Centered Methods on Established Products : Developing a methodology to align already established products to a user-centered approach

Abstract: With the increasing demand for usability, it is crucial for organizations to understand their users’ needs and align their products to a more user-centered approach. However, due to increasing demands for usability, many companies may find it difficult to hire new UX personnel to quickly fix their issues. This thesis aims to develop a methodology for organizations to conduct user research and analysis on their existing products. The goal is to assist teams with limited UX-personnel to understand their users, product state, and team structure, enabling a more user-centered approach. During this project, the Double Diamond Model of Design was used. The model consists of four phases: Discover, Define, Develop, and Deliver, which was used to build an understanding of the problem, design a solution, and validate the methodology’s effectiveness.  In the initial stage, Discover, research was conducted to gather insights into the current situation of UX in the form of a general field study and product orientation. The research involved gathering information about product-specific and organizational aspects related to UX. Additionally, various UX methods were explored through a literature study. The findings were synthesized and used for the second stage, Define, where the methods were selected based on the previous findings. In the Develop stage, the methodology was created using well-established UX methods and provided a workflow regarding four key areas: Users, System, Team, and Prototype. During the last stage, Deliver, the methodology was tested by performing a selection of methods on Nasdaq’s product NRP. The methodology was later evaluated by testing it on primarily developers, where the aim was to investigate whether they understood how to utilize the methodology based on a given scenario. The evaluation of the methodology resulted in an over-all positive experience, with participants recognizing its purpose and potential usefulness in encouraging a user-centered approach. Participants proposed including more specific guidelines and actual examples to facilitate the process and increase understanding. The evaluation showed that further information, such as clarifying comments on artifact utilization and method purpose, would enhance the methodology’s effectiveness.  The reliability and validity of the methodology were considered in relation to its use of established UX methods. While these methods are widely taught and recognized, the restricted testing and limited participants prevented a conclusive determination of the methodology’s overall effectiveness. Further testing, refinement, and evaluation with broader participant groups are recommended to further establish its reliability and validity.