Growing UX Maturity & Embedding Service Design at Nestlé

UX practice at Nestlé IT was fragmented and undervalued: no shared maturity baseline, no structured roadmap for growth, and no community connecting designers across regions. Design was rarely included early enough in product decisions, and accessibility was not yet a recognized service offering. Without organizational buy-in, user-centered design could not scale.

I applied the Nielsen Norman Group UX Maturity Framework to diagnose the organization across Culture, Strategy, Process, and Outcomes, then defined a structured growth roadmap. I established a cross-regional design community of practice through online and in-person events, developed UX Playbooks and guidelines, and integrated UX as a core pillar in Product Manager education across IT. I also facilitated a Design Hackathon — leading stakeholder workshops, creating Proto Personas and Service Blueprints, and introducing User Ecosystem Thinking to help teams design around the full employee experience.