For Customer Experience Professionals (Length: 16 pages)

Executive Summary (This is a document excerpt)

In the past eight years, Monster has expanded into more than 50 countries on four continents through an aggressive acquisition program. Even as Monster focused on platform integration, go-to-market strategies, and infrastructure, it neglected user experience (UX) as a discipline — a growing pain that had to be addressed. Under a new product and technology leadership team, the company has undertaken a rigorous process for adopting user-centered design tools and for creating a collaborative development environment. The goal: to be dynamic, efficient, and innovative. Firms can learn from Monster's example if they put the focus on users, develop a user-centered organization, and establish processes that go beyond a short-term redesign.

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