The MAACE UX Process
The MAACE UX Process is a flexible framework for solving problems and can be used at any phase of any project. This framework can be used to solve a brand new problem or business opportunity and lead to the creation of an MVP (minimum viable product) digital product or it can also result in a non-digital solution such as a process or procedural change; it all depends on what sort of solutions your team comes up with.
You may have seen similar versions of this framework if you are familiar with design-thinking, Lean, human factors, or agile methodologies, or perhaps you currently work with a designer using a similar framework. Our intention with the MAACE UX Process was to create a baseline framework that our teams can follow so that:
We all speak using a common vocabulary that is understood by our teams and business stakeholders
Designers can onboard to new projects and teams easier
Stakeholder expectations are similar from project to project
Stakeholder expectations are similar between different phases of a project
Collaboration is improved between developers, designers, product owners, and change managers
How to use
This framework is ultimately a guideline and is intended to be flexible. It is advised that you go through the entire process for every piece of work (discovery, design, implement, test, evaluate), but the Tools and Activities are only examples and suggestions to help you work through each phase and each item is not mandatory.
Check out the following link for tips and suggestions on how the UX process can into a sprint cycle.
Discover
Gather enough evidence and initial direction on what to do next. Achieve consensus on the problem to be solved and desired outcomes.
Understand the users
Understand the problem
Define the opportunities
Activities
Examples of activities in this phase include:
Speak with users and subject matter experts
Conduct job shadowing
Define your metrics of success
Tips
Discovery should be technology and solution-agnostic
Discovery should not involve testing a hypothesis
Ask, "What do we want to achieve?" or "What does success look like?"
Tools
User interview
User personas
User journey map
Service blueprint
Benchmark test
Design
Look at the problem from different perspectives and come up with a solution to the problem that you believe will achieve the desired outcome.
Brainstorm solutions
Create a representation of the solution
Get feedback
Activities
Examples of activities in this phase include:
Facilitate a brainstorm workshop
Conduct card sorting
Design a workflow process
Wireframe feedback and testing
Tips
Involve the whole team in brainstorming solutions
Look for opportunities for innovation
Leverage existing solutions
Get feedback early and often
Consider accessibility and responsive design
Tools
Diverge and converge brainstorming workshop
Reverse brainstorming workshop
Information architecture diagram
Workflow diagram
Low fidelity wireframes (Balsamiq, Miro Wireframing)
Implement
Build a minimum viable solution to test your hypothesis.
Deliver the solution
Build in quality
Confirm success metrics and how they will be measured
Activities
Examples of activities in this phase include:
Help implement new process solutions
Work with team to select UI components
Tips
Leverage the MAACE Design System and resources on content writing
Consider scenarios off the “happy path"
Involve the whole team in writing acceptance criteria using the GHERKIN method
Tools
Test
Identify problems, uncover opportunities, and learn about our users’ behaviour and preferences.
Ensure the solution is clear and easy to use
Check that the solution complies with best practices
Activities
Examples of activities in this phase include:
Observe users applying the solution in their work environment
Perform A/B testing
Tips
Include a diverse set of users, such as different personas, user roles, and demographics
Test training and help materials
Tools
Usability test
A/B test
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See how the solution performs in the real world and adjust as needed.
Assess whether the solution met our measurement of success
Track usage
Iterate and improve
Activities
Examples of activities in this phase include:
Collect user feedback and sentiment
Collect usage analytics
Tips
Revisit and measure against your metrics for success defined in the "Discover“ phase
Working in small increments makes it less costly when something does not work