Project Management

A 3 Step UX-Inspired Process for Achieving High Benefits Realization

Dmitri is a User Experience (UX) and Interaction Designer in Toronto.

Benefits realization management (BRM) is a hot topic. It's a new discipline that is getting increasingly popular and provokes lively discussions. It holds a great promise of helping organizations monitor and validate ROI over time to close the feedback loop and stop throwing good money after bad one.

But do we have to wait until after the project is delivered and handed over to operations to see if it was a good investment? This article will provide practical advice and a proven user research process you can use today to improve your BRM.

Flip Side Holds the Real Key
Garbage in, garbage out (or GIGO) was a popular aphorism back at the dawn of the computing era. And it is still just as true today. If you get a project initiated on thin ice--without fully discovering your key user motivations, habits and processes they use to do business today--you're setting yourself up for disappointment.

You may even avoid the scope creep and have your project delivered on time and on budget, but more often than not, it will not do so well with business users and your benefits realization numbers will come out negative.

Let's look at a quick example. Our client invested 2 million dollars into an enterprise content management system, looking to move their content off shared drives and enforce sound security and retention management policies. They also began to use it to…


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"Too many pieces of music finish too long after the end."

- Igor Stravinsky