Chapter 10 - Experience Maps
Intro: The siloed organisation
Despite everything we read in various articles and hear about in conferences, podcasts, seminars and more, a large proportion of the organisations out there still work in a waterfall approach where the different teams and business units are working in silos. At times the silos are so strong that it’s hard for the UX team to get access to the right individuals. Meetings are taking place without an invite being sent through, decisions are being made further up the line and by the time it reaches the UX team it’s a matter of ‘implement’ rather than ‘define’. In some organisations it’s just accepted as the way things are. The UX team is responsible for defining flows, sitemaps and wireframes, but that’s as far as their scope goes. Someone else is doing the work around the strategic thinking and positioning. Sometimes it’s even presented without the UX team there. It’s thought of as “unimportant” meeting time and considered better for the UX team to continue working on the deliverables.
Most UXers know that this way of working is not ideal, but to get the organisation or structure of projects to change is simply too hard. It’s often an uphill battle and a very disheartening one at times. Even so, as studies have shown, taking the siloed approach is hurting both the business and the bottom line. What’s more, besides also having a negative impact on the business in terms of lack of shared knowledge and insight, it also makes ...