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Leader Spotlight: Structuring unstructured chaos, with Michael Tuccinard
- Michael Tuccinard, Global VP of Digital Experience at Fisher Investments, shares insights on changing perspectives and tactics around user experience.
- He focuses on elevating UX culture within organizations, emphasizing the importance of a holistic strategy centered on people's uniqueness.
- Tuccinard suggests starting with someone in the organization interested in UX to drive change effectively, especially in traditional or process-driven cultures.
- He advocates for running experience workshops to shift teams' focus to customer perspectives and tying UX metrics to business objectives.
- In mature industries like financial services, Tuccinard faces the challenge of altering perceptions of UX beyond design systems and interfaces.
- Measuring success through customer retention, termination reduction, and human-centered approaches helps validate UX initiatives.
- Recruiting talent for high-performing UX teams involves seeking individuals who can navigate ambiguity and thrive in building something new.
- Tuccinard emphasizes reframing solutions by starting with understanding problems before proposing solutions, especially when communicating with senior leadership.
- He sees UX as a disruptor in traditional business models by fostering alignment, risk-taking, and innovation within organizations.
- His approach involves helping businesses understand the impact of what they say on their products and aligning executives towards a common vision.
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