Stakeholder Mapping in UX Design: Case Study

This paper explores the critical role of stakeholder mapping in the processes of Design Thinking and Human-Centered Design, focusing on Service Design. Stakeholder mapping is integral to User Experience (UX) design, aiding in identifying and balancing the needs of various actors involved in a project. The article delves into two popular stakeholder mapping frameworks, concentric circles and a four-quadrant matrix, providing insights into their application and benefits. Additionally, the article emphasises the importance of understanding stakeholder relationships and introduces a method for mapping these dynamics. The discussion extends to the significance of stakeholder analysis in achieving project success, influencing decision-making, and calculating return on investment (ROI). The paper presented a case study showcasing the economic impact of UX on business model innovation with the practical implications.