Improving UX Work in Scrum Development: A Three-Year Follow-Up Study in a Company

Abstract : This paper presents a three-year follow-up study considering the improvement process of user experience work in a software company utilizing Scrum. Problems encountered in the organization included managing the product vision, timing of UX, lack of cooperation among disciplines, and understanding user needs. We also observed changes in the organization over two years. They included ceasing the centralized UX team and dividing the UX specialists over business lines. UX specialists were given influential roles in regard to product decisions – such as nominated as product owners.