The UX Professional as Business Consultant

I recently watched a video from IXD13 in which Cindy Chastain made the case for the UX Professional as Business Consultant. She states that historically industrial design has always had a relation to business and that customer experience is increasingly becoming an essential business strategy. For her talk she got opinions from a panel of experts including Jesse James Garret, Whitney Hess and Dave Gray.



UX professionals can for example help to identify market opportunities, rethink business models or in articulating a vision. What distinguishes designers from business consultants according to Cindy Chastain is:

  • Ability to listen to customers
  • Systems level problem solving
  • Facilitating consensus
  • Inquiry based processes
  • Ability to go deep
  • Patience around finding solutions
  • Seeing multiple facets of a problem


Rather than engaging in the long term and providing a ready-made solution their job is to "teach to fish" and their service offer is the path to a co-created solution.


For effective business design it is however crucial for UX professionals to thoroughly understand processes. They must learn to understand sales, budgeting and numbers to be able to speak the same language.


I fully subscribe to what she had to say. Applying my skills to business problems in order to create competitive advantage in a complex world is my passion and the necessity to intensify business-related skills was one of my reasons to enter a MBA program in Service Innovation and Design. The maturing of the UX profession in my opinion also reflects in the recent acquisition of service design agency Fjord by Accenture.


Katrin Mathis, UX Konzepterin und Service Designerin aus Freiburg

Katrin Mathis
MBA in Service Innovation & Design und BSc in OnlineMedien berät seit über 10 Jahren Unternehmen, die digitale Transformation zum Nutzen ihrer Kunden einzusetzen.


Was andere sagen

Bei meiner Vorbereitung einer Vorlesung habe ich Ihre Inhalte entdeckt. Sie haben es drauf! Service Engineering und Blueprint finde ich nirgends so toll erklärt wie bei Ihnen!

Markus V. Burkat,
VMM Unternehmensberatung® und
Dozent an der FOM Hochschule