Thriving in Low UX Maturity Organizations | Maureen McLennon (FM Global)

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Maureen is an accomplished User Researcher & Service Designer with 7 years of industry experience across diverse fields. Her design & research efforts support decision-making in highly technical problem spaces, ranging from global health policy-making, local economics, and most recently, product design for enterprise software for Commercial Property Insurance provider, FM Global. Maureen utilizes expertise in data visualization to craft clear, compelling storytelling for designers through to Senior leadership. In addition to her product work, she’s also a mentor and leader, working 1:1 with aspiring UX Researchers through ADPList, and collaborating directly with Senior management to develop training initiatives and resources for FM Global’s 40-person UX organization.

In our conversation, we discuss:

* Understanding how low-maturity organizations hire UX professionals but struggle with integration and decision-making.

* The importance of adopting a challenge mindset to overcome organizational constraints and thrive despite them.

* Building deeper relationships with stakeholders by understanding their goals and positioning yourself as a valuable partner.

* How to create opportunities for career advancement by focusing on high-impact work and identifying organizational needs.

* Effective strategies for presenting research and feedback in a way that fosters collaboration and reduces defensiveness.

Some takeaways:

* Recognizing where your organization falls on UX maturity scales (such as Nielsen Norman’s model) helps in setting realistic expectations and strategies. It’s essential to acknowledge that a low-maturity organization is not a reflection of your skills but rather an environmental challenge to navigate.

* Embracing a challenge mindset, rather than a threat response, helps researchers see constraints as opportunities for innovation. Viewing colleagues as allies rather than obstacles fosters more productive relationships and enables better advocacy for user research.

* Just as researchers advocate for user empathy, they should extend that same empathy to stakeholders. Understanding their business goals and collaborating rather than competing fosters trust and mutual success.

* In low-maturity environments, career growth isn’t always linear. Researchers should proactively seek high-value work, propose solutions to persistent challenges, and align their work with business priorities to demonstrate impact.

* When working with resistant stakeholders, depersonalizing feedback using structured formats (like user requirements documents) helps focus discussions on problem-solving rather than blame, creating a more collaborative environment.

Where to find Maureen:

* Website

* LinkedIn

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