A look at what's going on in the field of user experience.
Tracking issues in a co-working space — a UX case studyPhoto by Shridhar Gupta on UnsplashThe last three years of my professional life have been with a large co-working space operator as a designer of their own mobile and web apps. What one particular internal application encourages engagement amongst users (or members, as we call them), and autonomy of space.
This app had features that let members reserve meeting rooms, discover and attend events, view activities and posts from members across all other spaces, and the focus of what I’ll be talking about here — a Help Desk, where members could report issues on the go, and all the iterations and improvements we went through.
I’ve worked in small and large organisations. I’ve been part of a centralised team of designers, worked embedded in a product team and also been the only designer of any kind in a large business.Some organisations fully embrace user-centred design, with every member of the team, regardless of job title, feeling ownership of the users’ experience. Perhaps more commonly, a designer’s job is to advocate for users in companies where there is some kind of disconnect between the business and its customers. Put simply, to be the voice of the user.
Even the most user-centred organisation can become immune to or disconnected from users’ problems. Messages sent through support channels may not be getting to the right people, stories get boiled down to a single bug report without context, individuals can feel of helpless or unable to act, the quantity of feedback can be overwhelming or simply that too much knowledge can skew what you believe to be an actual issue, putting something down to “user error”.
Watching how people interact with an interface tells you a lot about what works and what needs improvement.
And while observing behavior is essential for understanding the user experience, it’s not enough.
Previously I wrote an article about AI and User Privacy. In the consumer product world, the user has trouble trusting AI because it may invade the user’s privacy. And in the enterprise product world, although it has less of a concern of user privacy since a lot of the customer’s data is used securely and mainly for the business, the enterprise AI still faces the same challenge: user trust.
User TrustFrom the multiple user studies in the various AI projects at VMware, we heard a common theme: User Doesn’t Trust AI. The users ask questions like “What’s the algorithm behind this? How is this number calculated? What’s the mechanism behind it and how does it work?” The enterprise product users have trouble believing that the AI can perform the human’s job.
By Meghan Wenzel
One day at work, a bright, young engineer approached me, asking how things were going. He said, “I’m curious about UX research. But isn’t asking people what they want a bad way to approach product development? Didn’t Henry Ford say, “If I had asked people what they wanted, they would have said ‘faster horses’?”
Everyone knows the importance of Accessibility and the impacts it has on business if not followed. Yet we tend to overlook and ignore…
By Rachel Wilkins Patel
UX regression—that is, a step back in the quality or usability of an application or Web site’s user experience—can occur whenever a design diverts from an existing workflow because of a technology or design change. Some refer to this phenomenon as UX backlash. As designers and developers, we subject users to UX regression to some extent every time we embark on making a design change.
Nothing is more certain to cause a project to fail than a misunderstanding of the problem you are solving.
UX attitudes can be associated with future website behaviors.
We described how to create this linkage in an earlier article that described the results of an exploratory longitudinal study.
By Jonathan Walter
UX designers often have limited influence in enterprise environments with relatively immature User Experience cultures. So exhausting your hard-earned capital with stakeholders on the wrong things can create unnecessary obstacles.