Lynne Martin, User Experience Architect
My name is Lynne Martin. I'm a User Experience Architect living and working in the Philadelphia vicinity. I've worked in the software industry since the late 1990s for a variety of high tech firms including Hewlett-Packard, SAP and most recently, IBM.
My work focuses on transforming software organizations to better support the user experience (UX). I view UX as a shared responsibility throughout the organization; one that requires changing how we think and work at every level of the business.
The challenge is to understand the quality culture of the organization and make process changes tailored to the organization's strengths and weaknesses. This requires close collaboration with Product Management, Development and the executive team. Through the establishment of UX KPIs, tracking success is easier than is often believed.
My strengths are in UX strategy, UX education, UX research, UX Design and Usability Testing. I provide organizations with the ability to define and deliver UX programs that yield fast and significant results.
What I Do
Design and Implement UX Programs
When new to a company, I begin by learning, listening, observing and assessing. Every company has a unique culture and attitudes about UX. The phases and tasks detailed below are a generic approach culled together from my various experiences with software and web teams. However, the approach and emphasis of certain elements varies team-by-team.
Phase 1 - Prerequisites and Baselining
- Garner executive level support
- Heuristic analyses of products
- Review of known UX defects
- Interviews with field staff
- Analysis of Support data and interviews with Support staff
- Adding UX research to the agenda of upcoming customer-facing events
- UX Research - Identification of sponsor users for design program participation
- Development of personas, empathy maps, as-is and to-be scenarios
Phase 2 - Process Changes and Education
- Initial UX education for Product Management and Development
- Introduction of UX heuristics
- UX defect categories included as a required field in bug tracking system
- QA testers trained in how to identify and categorize UX defects and accurately assign severity
- Design specifications and journey maps for new features
- Development, Product Management and UX participation in weekly design sessions
- Ongoing feedback meetings with sponsor users as development progresses
Phase 3 - Advanced Education and Enablement
- Design Pattern development
- Visual Design style guide development
- Usability testing training provided to front-end developers
- Internal developer-led usability test sessions
- UX Lead identified on each development team. Acts as liaison to UX Director. Responsible for ease of use of the code delivered by the team and for insuring rapid UI development and testing of all features.
- Focused developer training based on analysis of UX defects
Phase 4 - Certification, Enforcement and Measurement
- UX goals established for each release with requirements defined and prioritized appropriately against new features
- UX goals verified at certification time and required for release
- Developer performance goals tied directly to UX defects
- Close collaboration with PM and Development to identify release drivers (in the form of measurable outcomes) for subsequent releases
To learn more about my approach to UX and to see samples of project artifacts, please contact me. Due to the need to protect the intellectual property of the companies I have worked for, I can't publish designs online. I have created several case studies which include generic representations of project artifacts which I can share upon request.
To read about a specific approach to scaling UX which I have used with great success, please see my article from UX - The Magazine of the User Experience Professionals Association: A Unique Approach to Software Usability.
You can reach me by email at or connect with me on linkedin.