In IBM Maximo Application Suite (MAS) implementations, success is often measured by technical delivery: modules configured, integrations completed, and workflows deployed.  
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However, the true measure of value lies in how effectively end users can interact with, adopt, and benefit from the system. 
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User Experience (UX) is therefore not a “nice to have” layer added at the end of a project. It is a core design discipline that underpins every phase of a Maximo implementation, influencing everything from requirement quality to long-term user adoption.  
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This blog explores where UX fits within MAS implementations and how embedding UX thinking throughout the lifecycle leads to better outcomes for both users and organisations. 

The Reality of UX in Maximo Projects

Unlike standalone UX initiatives, Maximo projects rarely include UX as a clearly defined workstream. Budget constraints and lean delivery models often mean that UX must be implicitly woven into existing activities rather than formally scoped.  
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As a result, UX can be consciously embedded within three key pillars of delivery:  

• Requirements Discovery  

• User Story Definition  

• User Interface Design  
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This integrated approach ensures that UX is not treated as an afterthought, but as a continuous influence on shaping decisions across the lifecycle.

UX in Requirements Discovery: Understanding Real Work 

Moving Beyond Workshops

Traditional requirements workshops often focus on capturing what users say they need. However, UX-led discovery recognises a critical gap: Users cannot always articulate their real needs or describe how they actually work.  
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To address this, UX introduces a more human-centered approach:  

• Treat discovery as a conversation, not a checklist exercise  

• Focus on user goals, frustrations, and context  

• Understand what “good” looks like in day-to-day operations

The Power of Observation

One of the most effective (and often underused) UX techniques in Maximo projects is observing users in their actual environment.  
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Observation helps uncover:  

• Real workflows (not idealised ones)  

• Workarounds and manual processes  

• Environmental constraints (e.g. connectivity, mobility)  
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This reduces assumptions and improves requirement accuracy significantly.  

Eliminating Ambiguity

Ambiguous requirements are one of the leading causes of rework and user dissatisfaction in Maximo projects.  
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UX-driven practices help mitigate this by:  

• Continuously asking “why” to uncover true intent  

• Aligning on client-specific terminology (critical in Maximo contexts)  

• Validating assumptions early and often  
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For example, a term like “Site” may carry completely different meanings between Maximo’s data model and the client’s operational context, a small misunderstanding that can have large downstream impact.  

Document, Document, Document

UX is not only about design, but also about shared understanding.  
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Effective documentation ensures:  

• Decisions are traceable  

• Context is preserved  

• Stakeholders remain aligned  
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With modern tools, there is little excuse for losing critical insights gathered during discovery.  

UX in User Story Definition: Designing for Reality

Personas: Making Users Real

Personas are a foundational UX tool that bring user groups to life.  
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Rather than generic roles like “Planner” or “Technician,” well-defined personas capture:  

• Goals and motivations  

• Pain points  

• Behavioural patterns  

• Working environment  
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This allows teams to design solutions that reflect real user needs rather than assumptions.  

From User Stories to Usable Solutions

Traditional user stories often focus on functionality:  “As a technician, I want to update work order status…”
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While technically correct, this lacks usability context.  
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Expanded user stories add critical dimensions:  

• Where the task is performed (shop floor vs office)  

• How it is performed (mobile device, gloves, limited time)  

• Constraints (connectivity, noise, usability friction)  
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This shifts delivery from:  

• Building features to Delivering usable solutions  

• System-centric thinking to User-centric design  
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Expanded stories create a direct bridge between requirements and UI design decisions.

UX in User Interface Design: Enabling Adoption

Designing Within Constraints

Maximo provides a structured UI framework, which means not all aspects of UX are fully customisable.  
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However, there is still significant influence over:  

• Application layout  

• Navigation flow  

• Field placement  

• Button positioning  

• Data presentation  
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The challenge is to optimise the experience within these constraints, aligning the interface with how users actually work.

UX as a Continuous Discipline

Perhaps the most important takeaway is that UX is not a phase, it is a continuous thread throughout the project lifecycle.
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In Maximo implementations, UX:  

• Starts during discovery  

• Evolves through requirements and design  

• Continues into testing and refinement  

• Extends into continuous improvement post-go-live
  

Treating UX as an ongoing discipline ensures that the system evolves alongside user needs, rather than becoming rigid and outdated.

Why UX Matters for Business Outcomes

Strong UX delivers tangible business benefits:  

• Higher user adoption  

• Reduced training effort  

• Improved data quality  

• Increased operational efficiency  

• Better stakeholder satisfaction  
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Conversely, poor UX often leads to:  

• Workarounds (e.g. Excel reliance)  

• Low system trust  

• Compliance risks  

• Reduced ROI  
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Ultimately, the success of a Maximo implementation is inseparable from the quality of its user experience.  

Final Thoughts

For solution architects and delivery teams, the challenge is not whether to include UX but how to embed it effectively within existing delivery structures.
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The most successful Maximo projects are those where UX is:  

• Considered early  

• Embedded throughout  

• Owned by the entire delivery team  
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By shifting from a system-first mindset to a user-first approach, organisations can move beyond simply deploying Maximo, and instead deliver solutions that truly support the people who rely on it every day.