Towards radical innovations in a mature company: an empirical study on the UX-FFE model.

The ability to successfully conduct radical innovations is mandatory for mature industrial companies that want to remain competitive in the global market. This ability relies on several ingredients, namely: (1) the structuring of the innovation process; (2) managerial principles; (3) methodological tools; (4) the presence of a culture of innovation. This paper reports about the impact of applying the User eXperience-Fuzzy Front End (UX-FFE) model, which brings together the systemic innovation process with the social, economical, and methodological aspects on the outcomes of the innovation process. Firstly, it appears that the operational performance of the upstream innovation process relies on the quality of the social context, intrinsic to the group of co-creators, corresponding to the reported perceived experience. Secondly, the UX-FFE model application, therefore, allows optimizing the upstream innovation process performance. Indeed, we argue that the evaluation of the co-creators perceived experience brings new opportunities to optimize the operational performance of the upstream innovation process. The first part of this paper presents deeper a theoretical model, named UX-FFE, which combines a UX approach with an upstream innovation process (FFE). The main interest of this UX-FFE model is that it allows evaluating the social aspect of the upstream innovation process, which may be detrimental to the success of radical innovation projects in mature companies. The second part presents the results of previous experiments that validated the model. The results allow the design of an instrument dedicated to the evaluation of the user experience of co-creators in the ideation stage. Finally, the third part reports about the experimentation of the UX-FFE in a mature company. Results present the impact of the co-creators' experience on the performance of radical innovation projects.