Strategy

To build a compelling case for establishing a UX Lab, my team conducted an analysis and determined that our in-house team could potentially save approximately 1.85 million CHF over a span of three years by conducting the UX research internally rather than outsourcing to an external agency. In addition, keeping the research within our organization rather than outsourcing allowed teams to avoid a cumbersome compliance process.

During my tenure at Credit Suisse, we took proactive measures to raise awareness about UX research by organizing weekly lab tours and inviting senior stakeholders from across the company to participate. These tours proved instrumental in promoting the importance of UX research and fostering engagement in impactful and strategic initiatives. They also facilitated valuable connections across various divisions, including investment banking, asset management, retail banking, HR, and marketing.

By establishing solid relationships that spanned multiple divisions, we served as the central point of contact for senior stakeholders and played a pivotal role in aligning their technology initiatives, and providing valuable work to design teams. Through our dedication to delivering high-quality UX work, we successfully enhanced the reputation of UX research, leading to it being brought alongside the design function rather than being subordinate to it.