This project was vital and invaluable for MacPaw. It marked a significant milestone in our 15-year journey, offering clarity on how to optimize our products for our users. We will continue building a culture of delightful user experience.
MacPaw
The NN/g UX Maturity Model
Nielsen Norman Group developed its UX-Maturity Model based on data from thousands of clients and UX professionals over 20 years of research and consulting. UX maturity measures an organization’s desire and ability to successfully deliver user-centered design. It encompasses the quality and consistency of user research and design processes, resources, tools, and operations, as well as the organization’s propensity to support and strengthen UX now and in the future, through its leadership, workforce, and culture.
Learning the UX maturity of your organization or team serves as a great benchmarking tool. Many teams conduct UX maturity assessments annually to see whether they’re leveling up in maturity over time.
We provide 3 tiered assessments:
Contact us to learn more about our services:
| Tier 1: Foundational Assessment | Tier 2: Expert Evaluation | Tier 3: Full Appraisal |
|---|---|---|
| A simple benchmark through our UX maturity survey tailored to your organization. | A customizable survey with indepth interviews with up to 8 team members to provide a more robust benchmark. | A fully customized UX maturity survey with segmentation and indepth interviews with up to 15 team members. |
| Starting at $30,000 | Starts at $75,000 | Starts at $150,000 |
| 8-10 weeks | 4-5 months | 6-8 months |
Tier 1: Foundational Assessment
Gain a baseline understanding of your team or organization’s strengths and weaknesses across the 4 factors of UX maturity (strategy, process, culture, and outcomes) as well as high-level recommendations and next steps for your team to progress to subsequent levels of UX maturity.
NN/g’s foundational assessments typically spans 8-10 weeks weeks and includes:
- A UX maturity survey that reflects your internal language and team structure
- Analysis and synthesis of survey data by NN/g experts
- Summary report of findings with key themes and and recommendations
- A remote presentation and discussion of the findings with your team or stakeholders
Best for organizations who:
- Are attempting to build awareness of UX overall
- Need to secure additional stakeholder interest in UX activities or establish foundational awareness of UX
- Want to establish a starting place
Foundational assessments start at $30,000 USD. Extra charges apply for additional customization of the survey beyond language.
Tier 2: Expert Evaluation
Gain a deeper understanding of your organization’s strengths and weaknesses across the 4 factors of UX maturity (strategy, process, culture, and outcomes). Along with extensive analysis of opportunities, you’ll get personalized recommendations and prioritized next steps to level-up in UX maturity.
NN/g’s expert evaluation of UX maturity typically spans 4-5 months and includes:
- Kick-off and discovery process (2–3 stakeholder meetings) to discuss organizational challenges to inform survey design
- A customized UX maturity survey
- Interviews with key team members and stakeholders across teams (5-8 interviews)
- Indepth report with extensive analysis of organizational maturity, including current challenges and accomplishments, and personalized recommendations
- Executive presentation to leadership and/or stakeholders
Best for organizations who:
- Are beginning to invest in UX initiatives, roles, and/or budget
- Want to understand attitudes toward UX
- Need buy-in for the next level of investment and prioritization of UX
- Want to track UX progression over time
Expert evaluations start at $75,000 USD. Extra charges may apply for extensive changes to the UX maturity survey, additional interviews, and additional workshops.
Tier 3: Full Appraisal
Gain a deep understanding of your organization’s strengths and weaknesses across teams and the 4 factors of UX maturity (strategy, process, culture, and outcomes). Along with extensive analysis of opportunities, you’ll get personalized recommendations and prioritized next steps to align your team, implement consistent processes, and level-up in UX maturity.
NN/g’s full appraisals of UX maturity typically spans 6-8 months and includes:
- Kick-off and discovery process (1–2 working sessions or mini-discovery workshops) to discuss organizational challenges
- A fully customized UX maturity survey with potential survey branching or segmentation across prioritized groups
- Interviews or focus groups with 3–5 segmented groups (up to 15 interviews)
- Extensive analysis of organizational maturity, including current challenges and accomplishments, with comparative insights across teams, roles, and functions.
- Indepth report with comprehensive analysis and personalized recommendations
- Executive presentation to leadership and/or stakeholders
Best for organizations who:
- Have established UX processes and roles (though they may lack consistency across teams)
- Lack an understanding of attitudes toward UX, challenges, and opportunities across disparate teams or products
- Desire a deeper analysis and comparison of cross-team activities (compared to a generalized organizational assessment)
Full appraisals start at $150,000 USD. Extra charges may apply for further interviews, adding further research methods like direct observation, or adding further workshops and presentations.