Intuit’s Leah Buley: Secrets of a UX Agent of Change

Intuit’s Leah Buley wasn’t always fortunate enough to be a part of an organization that embraces design-thinking. In her experience as a “UX Team of One”, Leah has helped small teams rally around user-centric work, and larger companies do so at scale. As a catalyst for organizational change, Leah uncovered several proven secrets to success.

In the video above, Leah shares techniques for shifting the way organizations think to design better customer experiences.

In her Delight 2013 presentation, Leah outlined specific tactics for succeeding at each of four core principles as a “UX Team of One”:

Listening: According to Leah, “You cannot call yourself a UX practitioner if you don’t have face-to-face time with your customers.” The same goes for team members; Leah explains how tools like Listening Tours, UX Questionnaires, and Opportunity Workshops can help.

Co-creation: The synthesis, iteration, refinement, and simplification of products and ideas simply works better with more input, Leah says. Different sketching exercises can help communicate ideas and guide internal conversations.

Prioritization: The job of the UX change agent is to help the organization decide what is most important for creating exceptional user experiences, and which elements are not. Testing and “UX Health Check” techniques are just two of the ways Leah has helped teams deliver delight by avoiding feature bloat and scope sprawl.

Inclusiveness: Leah explained how simple structures can be established to start discussions across functions to get the whole organization around design-thinking.

Watch Leah’s talk above to hear more about each of the techniques for shifting organizational thinking to create better experiences.



About Leah Buley (@ugleah

Leah is the author of the book The User Experience Team of One and a design strategist at Intuit, a fortune 1000 company with a unique innovation and design culture. Prior to Intuit, Leah was a lead experience designer at Adaptive Path, working for clients in financial services, media, consumer products, and the non-profit world. She writes and speaks regularly on tactics for inviting colleagues and skeptics into the user-centered design process.