The Importance of UX in Change Management

Over the last two and a half years, we've been able to deliver on almost 200 recommendations for improving our service. We have created really tactical approaches to doing workshops so that there's a feedback loop of how their contributions actually move the program forward. So, explaining UX while you're doing UX is definitely a way to incorporate change management in the organization. It prevents people from doing theatre and correcting them when they propose things that are theatre.