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Institutionalization (I-19) of User Experience (UX) is a Program

Institutionalization (I-19) of User Experience (UX)


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Full program description

Institutionalization (I-19) of User Experience (UX)

Course Overview

Institutionalization (I-19) of usability is a must if you want to move your organization beyond an ad-hoc user-centered design approach to a sustained and managed user experience (UX) practice. Make the real competitive difference. Make UX intelligence and practice a key part of your strategic business decisions. 

What you will learn:

  • Understand the global shift to industrial strength UX
  • Help lead your UX practice to higher levels of maturity
  • Understand the difference between doing piecemeal and mature UX work
  • Build a roadmap to success
  • Gain the knowledge to introduce methods and tools for an institutionalized approach to usability
  • Understand the organizational issues that are core to a sustainable UX operation 

This course is one of the four courses that will prepare participants to sit for Certified User Experience Analyst (CXA) certification exam.

Who Should Attend

This course is recommended for UX professionals who would like to improve the maturity of their UX operations/practice. It is also useful for executives and managers who would like context for management and enhancement of a UX team.

Course Duration

2 Days / 14 Hours

Course Outline


1. Working in a Level V Practice

The realities of working in a mature UX practice. Is it boring? Is it powerful? Is there a role for creativity and personal excellence? Is it competitive? 

2. About the Journey

What are the key success elements in a journey toward maturity? What is the role of an executive advisor and an institutionalization specialist? 

3. Organic Wont Work

Learn the pitfalls of trying to institutionalize based on organic enhancements, aggressive staff hiring, and widespread training. 

4. The Value of Assessment and Certification

Learn about our surprising experience with certification. Why do companies most want to seek certification?


1. Executive Championship

Today most executives understand that UX is a key capability. But they may have misconceptions that are like terminal diseases for your institutionalization effort. A dozen common diseases which can stop your UX program code, along with our best medication plan. 

2. Governance

While executives may understand, there is rarely a good scheme to manage the UX work. How are decisions made? Who owns the user experience? What are the metrics and responsibilities? 

3. Culture

How you can understand the soul of your organization and shift it to a user centric focus. Ensure acceptance of the UX role throughout the development lifecycle. 

4. Organizational Structure

The perennial question of centralized vs. decentralized operations is pretty simple. But it is more involved to have the right placement within your organization and have the right roles within the organization. 

5. Staffing

With the extreme shortage of qualified UX staff, the staffing solution is generally a complex optimization. Operations that have tried to offshore or even outsource their whole UX effort have generally failed. But how can we find the optimal mix of staff, vendors, and global resources? 

6. Training and Certification

Understand the types of training and staff certification that is needed to ensure serious mature capabilities in the UX field.


1. Enterprise Software

The UX Enterprise model uses a large-scale application to create a leveraged machine. This new model of UX will increase reuse and eliminate re-researching. 

2. Methods

Are a defined set of methods even possible in the UX field? (Yes). Why should methods be documented? What is the structure of a good UX methodology? 

3. Tools and Templates

Do templates destroy creativity? What are the range of tools and templates? How can these be organized? 

4. Standard Projects

Once there are standard methods, and standard templates, it makes sense to have standard projects, right? 

5. UI Standards

Weve been developing customized standards since 1982 and after around 400 programs we would like to share some thoughts on the types of standards that work, and the determinants of successful adoption. 

6. Knowledge Management and the UXE Model

A clear mark of a mature UX organization is the ability to have a persistent, growing, and shared model of the user ecosystems. How can this be managed and linked? 

7. Facilities

In the UX field the physical facilities are a bit boring. But we will cover modular high-fidelity simulation labs, eye tracking rigs, and live office testing. Understand the special risks of participant acquisition in emerging markets.


1. Your Assessment

You will grade the maturity of your usability practice using the same criteria HFI uses to certify a practice in usability.

2. Your Next Best Action

Based on the entire course material you will recommend the best possible short-term roadmap for your organization in order to efficiently move forward.

Mode of Assessment

Not applicable

Certification Obtained and Conferred by

1.  Certificate of Attendance from NTUC LearningHub

Certificate of Attendance from NTUC LearningHub will be issued to participants who have met at least 75% attendance.

2.  External Certification Exam

The OET Architect is one of the four courses that will prepare participants to sit for Certified User Experience Analyst (CXA) certification. Upon passing the exam, participants will receive Certified User Experience Analyst (CXA) certification from Human Factors International, Inc.

Course Objectives

At the end of this class you should be able to:

  • Identify the advantages of being in a mature user experience operation
  • Assess the maturity of your organization and recommend the key next steps to increase its maturity.
  • Outline the key strategies for major transformation and the complementary roles of an external executive advisor and an internal advocate.
  • Understand how you must operate differently to be a part of a mature process.
  • Manage key challenges with:
  1. Executive championship
  2. Governance
  3. Reorganization
  4. Cultural change
  5. Organizational structure
  6. Staffing
  7. Training and certification of staff
  8. Methods
  9. Templates and tools
  10. Standards
  11. Knowledge management
  12. Central UX group responsibilities

  • Submit an application to certify your usability practice


Desire to contribute and support institutionalization of a mature UX practice in your organization.

Medium of Instruction & Trainer

Medium of Instruction: English

Trainer: Trainee ratio is 1: 20



Before GST

With GST

Full Course Fee



Union Training Assistance Programme (UTAP)

NTUC members enjoy UTAP* benefit of up to $250 each year when you sign up for courses with NTUC LearningHub.

* UTAP supports 50% of the course fees paid cap at $250 per year. You must be a union member throughout the course duration and at the time of claim. You must achieve a minimum of 75% attendance for each application and have sat for all prescribed examinations. Other terms and conditions apply.

Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.

Prices are subject to other LHUB miscellaneous fees.

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