Reframing UX in Complex Organizations
Reframing UX in Complex Organizations
14 May, 3:15 pm - 3:50 pm (America/New_York) - Main Stage
14 May, 19:15 - 19:50 (UTC)
UX to many is still seen as a UI-focused discipline, brought in late to refine what has already been built. But in complex, engineering-driven environments like NASA’s Jet Propulsion Laboratory (JPL), UX is evolving into something far more strategic—a key driver of service design, process innovation, and organizational change.
In this session, Marijke Jorritsma will share how she has repositioned UX within JPL, moving beyond screens to shape engineering workflows, decision-making processes, and systems thinking. She’ll unpack what it takes to integrate UX as a core function in deeply technical, risk-averse settings and how to position UX professionals as partners in shaping long-term strategy rather than just executing on short-term needs. Attendees will gain:
- A framework for applying service design, systems thinking, and strategy to drive organizational impact
- Lessons from integrating UX into engineering-led teams—navigating resistance, earning trust, and aligning with deeply technical mindsets
- How to design for adoption, not just output—ensuring UX-led initiatives lead to lasting change and aren’t dismissed as “just another process.”
- Strategies for influencing leadership and shifting perceptions of UX, turning design into a critical enabler of innovation.
- Insights from JPL’s evolution—how UX and service design are shaping the future of space exploration.
Marijke Jorritsma, Design Manager and Lead User Experience Designer,NASA Jet Propulsion Laboratory
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