Step-by-step: designing a system to prioritise UX pain-points

I’ve been working in product and service design roles within large organisations for some time, and most of the teams I’ve worked with have experienced a similar problem.

Their organisation values user centred design, and phrases like “human centric” and “UX” have become buzzwords that get a lot of attention. Designers are getting hired. Projects are getting funded.

But at a high level, no one has much clarity on how to prioritise experience improvements. Are the designers working on the right things…