“To design is to communicate clearly by whatever means you can control or master.”—Milton Glaser
User experience and its associated fields of expertise—such as usability, information architecture, interaction design, and user interface design—have expanded rapidly over the past decade to accommodate what seems like insatiable demand, as the world moves toward an increasingly digital existence.
As UX professionals, we often take technology for granted, accepting the massive complexity and rapid change in our field as the norm—and perhaps even something to embrace and enjoy. With this outlook and because we’re steeped in our daily professional activities, it becomes all too easy for us to forget that ours is not the usual point of view, and the technological change we expect, the expert jargon we speak, and the processes we use are foreign and confusing to other people. So, while we focus our attention on the users of digital products, we can sometimes be remiss in our treatment of another important audience—the stakeholders and clients with whom we collaborate to complete our assignments and projects. Read More
In many respects, we have reduced the ambiguity in our world. We can now sample an entire music album before deciding to purchase it, use a smartphone app to learn what’s happening at home while we’re on vacation, or click a button to discover who has viewed our LinkedIn profile. However, while we might enjoy the occasional mystery/thriller novel or movie, in which the story’s outcome remains uncertain as we’re propelled through suspenseful twists and turns, we are becoming much less tolerant of mystery in our daily lives. We like to disambiguate the circumstances of our lives. We like to know things. This gives us comfort and favors predictability, which in turn reduces our anxiety and stress. Resolving uncertainty is actually something for which people are willing to pay.
But ambiguity is still alive and well in the work we do as UX designers. Those of us who design enterprise software should be very familiar with ambiguity. We encounter it often, whether in vague feature requirements, unfamiliar capabilities that derive from the acquisition of a new product or company, or the complex workflows that are characteristic of the highly specialized domains in which we work. Read More
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’?”
I thought this was a great question, and it gave me an opportunity to dispel some misconceptions about UX research. So I replied, “Great question! Actually, we don’t ask people what they want because you’re exactly right that they probably wouldn’t give us a productive answer. It’s not their job to design the next great product. It’s ours!” Instead of asking participants what our next product or feature should be, UX researchers take a much more nuanced approach. UX research involves careful observation of users along with targeted inquiry and thoughtful analysis. Read More