As with most business headaches, UX issues can take many forms, be located at myriad points across the organization, show up in a variety of ways, and proposed solutions often turn out later to have simply raised other, and in some cases worse, dilemmas. These problems must either be prevented or solved if UX is to be a valuable piece of your business, and to do that you must either consult an expert or be incredibly lucky. These offerings are the central practices of firstthought and they are designed to give you the best possible results within a short period of time at low cost.

The Preventive

For New UX Practices

Problems with getting the most from UX usually appear in at least one of five places:

  1. Businesses find it almost impossible to find and hire staff who meet their needs.
  2. Businesses don't understand the strategic impact and value of UX.
  3. UX and the breadth of its impact may be misunderstood by existing executives and staff.
  4. UX people don't have needed access and collaboration with other areas of the company.
  5. The enterprise don't know what to ask the UX group for or what to expect in response.

The Remedy

For Companies with Unsatisfactory UX Processes

The UX Remedy examines your organization, your placement of UX within that organization, its integration, how it's defined and implemented, and where is it breaking down.

The process of The Remedy is the same as that of The Preventive, the difference is that undoing what's wrong is as important as doing what's right. To that end, the initial research phase is more important here than in The Preventive, since it is there that we find what must be unravelled and begin to consider how to re-knit it all in a better, more efficient, and more valuable way.

The deliverables and the resulting processes are also usually very similar. As a company with an extablished UX process you will probably have unique needs to be accommodated and those will be addressed.

Whichever position you are in -- whether you're doing UX for the first time or re-designing an unsatisfactory UX process -- the basic process firstthought will follow with you is much the same. These are some of the questions we will explore together.

  • How does your company currently function?
  • What is its culture?
  • What do you do?
  • Where should UX live inside your corporate structure?
  • How can UX serve your product/service needs?
  • What are its lines of responsibility and reporting?
  • Who do you hire and how do you find them?
  • What do you call your UX positions?
  • What do these people do?
  • What should they do?

The Process

We start by examining your existing or proposed corporate structure, interviewing executives and staff across the organization, and determining what they expect, what they are excited about, and what they are less than excited about. In addition, we investigate software and other tools currently available in your company with an eye to integrating and acquiring anything that may be needed.

Next, given your culture, we begin to define work to be done by a UX presence: What positions will need to be created, How to fill them, and How to fit define the practice and fit it into the existing processes. This becomes the plan for the next stage.

As soon as you sign off on the plan, we will begin finding and onboarding staff. Also we will determine how to introduce the UX process to the company and dealing with any issues or difficulties that may reveal themselves at this stage.

At the same time, those who will be interacting with UX staff and processes will be taught what to expect, how to incorporate UX into their work, what to look for, and what it takes to deliver the elements of UX, thus easing UX integration.

The Deliverables

In most cases, the senior UX position will be filled, thus easing further hiring and integration.

A document that defines a preliminary plans for hiring, integration of UX staff and practices, and any areas that may need additional attention. Normally, this document will include:

  • - An analysis of what UX positions you need with job descriptions;
  • - A plan for how UX will interact with and serve the various parts of the organization;
  • - A existing staff that knows how to take advantage of UX capabilities;
  • - A plan for necessary software;
  • - A preliminary proposed process for the inclusion of UX in normal development and other processes.
  • - Finally, you should have all the elements of an integrated and valuable UX process in place and ready to provide you with enhanced ROI for all your efforts in the future.


Each week for 4 weeks after the completion of the engagement, you will be scheduled for a 1 hour follow-up call, during which we will go over your current status and deal with any complications that may have arisen. During and after that time, you can schedule additional calls for checking in or issues in 15 minute increments for $30 each.

In the event that you need an extended on-site engagement or further services we will be pleased to arrange these with you.


  • All engagements require 50% paid in advance, 25% due on acceptance of the plan, 25% due on immediately on completion.
  • Travel and related costs are not included and are the responsibility of the client.
  • Full Engagement

  • Subsequent Questions

    per 15 minutes

  • Additional Weeks