Politics: The Hidden Stage of User Experience Projects

Mark Hurst of Good Experience reacts to a paper on Experiences in co-designing (Communication Research Institute of Australia (CRIA)). The paper talks about unaccounted for time in the design process that is spent on politics --that essential aspect of personal interplay that is often maligned and always unrecorded in the project plan. To create real change in the experience (online or otherwise) that a company creates for its customers, realize that politics is what the work is mostly about. ... Customer experience work gets "down and dirty," in the organization, to get the organization to empathize with the needs of people - customers - who happen to be outside the walls of the company.