To establish user experience as an everyday way of doing things at OTRS, we encouraged everyone in the company to experience the potential of user-centered design and user experience first-hand.
We initiated light house projects in which we co-designed with representatives from all departments. The team learned by doing, gaining knowledge and sharing their experience with colleagues. It was our ambition to spread the understanding of user-centered design throughout the entire company, letting the ideas and discussions about user experience and design take root.
Eventually the experience OTRS gained from the collaboration initiated a transformation toward embracing and incorporating user experience and design as part of its identity.