{"id":8143,"date":"2019-01-05T09:00:27","date_gmt":"2019-01-05T07:00:27","guid":{"rendered":"https:\/\/www.testingtime.com\/?p=8143"},"modified":"2019-11-15T12:06:12","modified_gmt":"2019-11-15T10:06:12","slug":"definition-user-experience","status":"publish","type":"post","link":"https:\/\/www.testingtime.com\/en\/blog\/definition-user-experience\/","title":{"rendered":"An actionable definition of \u201cuser experience\u201d"},"content":{"rendered":"<p>Over the past 10 years, \u201cuser experience\u201d (UX) has been the subject of a lot of discussion. And there are lots of definitions. Here are 40 of them:\u00a0<a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/www.allaboutux.org\/ux-definitions\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" data-href=\"https:\/\/www.allaboutux.org\/ux-definitions\">https:\/\/www.allaboutux.org\/ux-definitions<\/a>.<\/p>\n<p>I really have no objection to any of these definitions \u2014 apart from the fact that they fail to suggest any relevant course of action. Our industry tends to preach to the choir, but neither to the client nor the bank. We invent new buzzwords (old wine in new bottles) and hold expensive workshops (lots of stickies on the wall, but usually without long-term benefits \u2014 call it \u201cUX Theater\u201d).<\/p>\n\t\t\t<div class=\"teaser-post\" style=\"background: #868B9E;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"left-side\" style=\"color: #ffffff;\">\n\t\t\t\t\t\t<div class=\"teaser-post-content\">\n\t\t\t\t\t\t\t<h2>Make UX measurable and strengthen your company&#8217;s UX culture<\/h2>\n\t\t\t\t\t\t\t<p>A better UX leads to more satisfied employees, fewer mistakes, reduced support requirements and, ultimately,\u00a0<strong>more revenue.\u00a0<\/strong>This guide teaches you how to demonstrate the value of your work and strengthen your company&#8217;s UX culture.<\/p>\n\t\t\t\t\t\t\t<p class=\"read-more-button\">\n\t\t\t\t\t\t\t\t<a href=\"https:\/\/resources.testingtime.com\/make-ux-measurable\">\n\t\t\t\t\t\t\t\t\tDownload guide\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"right-side\" >\n\t\t\t\t\t\t<div id=\"teaser-1-image\" class=\"teaser-post-image\">\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\n<p>Over the years, I have spoken to hundreds of business leaders who all tell me more-or-less the same thing: \u201cYeah. Happy customers buy more. But what are you going to DO?\u201d So, I tell them. And now I\u2019m sharing this with you, too.<\/p>\n<h2>UX = the sum of a series of interactions<\/h2>\n<p>User experience (UX) represents the perception left in someone\u2019s mind following a series of interactions between\u00a0<strong class=\"markup--strong markup--p-strong\">people, devices, and events <\/strong>\u2014 or any combination thereof. \u201cSeries\u201d is the operative word.<\/p>\n<p>Some interactions are\u00a0<strong class=\"markup--strong markup--p-strong\">active <\/strong>\u2014 clicking a button on a website, giving a server your order at a restaurant, getting out of the rain at a picnic.<\/p>\n<p>Some interactions are\u00a0<strong class=\"markup--strong markup--p-strong\">passive <\/strong>\u2014 viewing a beautiful sunset will trigger the limbic system to release dopamine (a reward chemical). This applies to any and all of our five senses.<\/p>\n<p>Some interactions are\u00a0<strong class=\"markup--strong markup--p-strong\">secondary\u00a0<\/strong>to the ultimate experience \u2014 the food tastes good because the chef chose quality ingredients and prepared them well. The ingredients are good quality because the farmer tended his fields. The crop interacted well with the rain that year.<\/p>\n<p>All interactions are open to subjective interpretation \u2014 some people don\u2019t like celery or sunsets. Remember, a perception is always true in the mind of the perceiver; if you think sunsets are depressing, there\u2019s little I can say or do to convince you otherwise. However, this is why designers often fall back on \u201cbest practice\u201d \u2014 most people react favorably to sunsets.<\/p>\n<p>It\u2019s also important that you take a broad view of UX. This is not something that just happens on a screen. Perhaps this is why the pixel pushers get so frantic when other communities start to talk about service design and non-digital experiences. But more about that later.<\/p>\n<h2 id=\"7f70\" class=\"graf graf--p graf-after--p\">UX design = combining four types of activities<\/h2>\n<p class=\"graf graf--p graf-after--p\">Designing a \u201cuser experience\u201d represents\u00a0<strong class=\"markup--strong markup--p-strong\">the conscious act of<\/strong>:<\/p>\n<ul>\n<li><strong class=\"markup--strong markup--p-strong\">Coordinating interactions\u00a0<\/strong>that are controllable (choosing food ingredients, training waiters, designing and programming buttons)<\/li>\n<li><strong class=\"markup--strong markup--p-strong\">Acknowledging interactions\u00a0<\/strong>that are beyond our control (uncomfortable seats in a 100-year-old theater, lack of fresh produce in winter, low-hanging clouds that hide a sunset.)<\/li>\n<li><strong class=\"markup--strong markup--p-strong\">Reducing negative interactions\u00a0<\/strong>(providing tents as emergency shelters at outdoor events in case of rain; making sure restaurant seating next to the noisy kitchen door is the last to be filled, putting in an extra intermission so folks can stretch their legs).<\/li>\n<li><strong class=\"markup--strong markup--p-strong\">Examining the journey between interactions\u00a0<\/strong>(we\u2019ve all experienced filling in a form somewhere that suddenly asks for documentation we don\u2019t have close at hand \u2014 a passport number, a car-registration document, a driver\u2019s license number, etc. By the time we find the papers we need, we are often timed out and must start all over again.)<\/li>\n<\/ul>\n<p id=\"c16f\" class=\"graf graf--p graf-after--p\">A good user-experience designer needs to be able to see both the forest and the trees. That\u2019s because user experience has implications that go far beyond basic usability, visual design, and physical affordances. As UX designers, we orchestrate a complex series of interactions. Here at my company, we call this \u201cThe CARE Model\u201d because Coordinating, Acknowledging, Reducing, and Examining form a convenient acronym.<\/p>\n<h2 id=\"f9ea\" class=\"graf graf--p graf-after--p\">The \u201cblueprint\u201d<\/h2>\n<p class=\"graf graf--p graf-after--p\">The first step is to identify the relevant interactions and arrange these in some kind of (usually) linear order. There are any number of remarkably similar models for doing this: \u201cTouchpoint Analyses,\u201d \u201cCustomer-journey Maps,\u201d and \u201cService-design Blueprints\u201d immediately come to mind. Common to all of these is that you WILL be putting stickies on the wall and rearranging these at regular intervals.<\/p>\n<p id=\"80be\" class=\"graf graf--p graf-after--p\">The second step is to work out a simple chart that maps the interactions along two axes. This is a highly subjective, but incredibly useful task, and, for once, a really useful workshop activity. This is what it looks like:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-8153\" src=\"https:\/\/www.testingtime.com\/app\/uploads\/2019\/01\/user-experience-simple-chart-480x380.png\" alt=\"user experience simple chart\" width=\"480\" height=\"380\" srcset=\"https:\/\/www.testingtime.com\/app\/uploads\/2019\/01\/user-experience-simple-chart-328x260.png 328w, https:\/\/www.testingtime.com\/app\/uploads\/2019\/01\/user-experience-simple-chart-164x130.png 164w, https:\/\/www.testingtime.com\/app\/uploads\/2019\/01\/user-experience-simple-chart-768x609.png 768w, https:\/\/www.testingtime.com\/app\/uploads\/2019\/01\/user-experience-simple-chart-480x380.png 480w\" sizes=\"auto, (max-width: 480px) 100vw, 480px\" \/><\/p>\n<p id=\"7a71\" class=\"graf graf--p graf-after--figure\">If you ask me, if you are not focusing on the stuff that is important to the business, and stuff that you can actually do something about, you are merely wasting your time and someone else\u2019s money. But take my word for it, business leaders understand this chart and it is an incredibly effective tool for moving a project forward in a beneficial way.<\/p>\n<h2 id=\"5b55\" class=\"graf graf--p graf-after--p\">The myth of \u201cthe user-experience team of one\u201d<\/h2>\n<p class=\"graf graf--p graf-after--p\">I come across far too many companies that tell me, \u201cMeet Helen. She does our UX.\u201d They think that because they\u2019ve given someone a UX title that they are actually practicing UX. Alas, Helen probably spends most of her day trying in vain to get the resources needed to actually accomplish something, or is being asked to redesign graphic buttons and tweak some code.<\/p>\n<p id=\"688d\" class=\"graf graf--p graf-after--p\">Not surprisingly, the companies that hire a \u201cHelen\u201d (or \u201cRajay\u201d or whomever) also complain that \u201cWe don\u2019t really see the value of UX.\u201d No surprise here.<\/p>\n<p id=\"c917\" class=\"graf graf--p graf-after--p\">Alternatively, I\u2019ve also worked with companies that have UX teams of 5\u201310 people \u2014 none of whom have ever been allowed to talk to an actual user\/customer\/whatever! Most of these folks are pushing pixels, too, with little effect on the bottom line or influence on any customer-satisfaction surveys that come back. Again, the folks in charge usually claim UX has little value \u2014 \u201cit\u2019s just another buzzword.\u201d<\/p>\n<p id=\"c917\" class=\"graf graf--p graf-after--p\">The truth is, you want a \u201cUX team of EVERYONE.\u201d I don\u2019t think the folks who empty the trash bins in my hometown of Copenhagen, Denmark, sweep our streets, or wash graffiti off the walls think of themselves as part of the \u201cUX team of Copenhagen.\u201d But they are \u2014 and they very much influence the way in which our city is perceived by residents and visitors alike. It is incredibly important to take a very broad view of UX or you probably won\u2019t see the benefits.<\/p>\n<p id=\"38ca\" class=\"graf graf--p graf-after--p\">That said, a lot of talented people have figured out ways to game the system. There\u2019s a really good book by Leah Buley called \u201cThe User Experience Team of One \u2014 a Research and Design Survival Guide\u201d (Rosenfeld Media, 2013). Although I dislike the title (for the reasons mentioned above), Leah has incredibly valuable advice if you are working in a company that doesn\u2019t yet \u201cget what UX is all about.\u201d<\/p>\n<h2 id=\"a4e2\" class=\"graf graf--p graf-after--p\">The great \u201cUX vs. CX\u201d debate<\/h2>\n<p class=\"graf graf--p graf-after--p\">\u201cCustomer experience\u201d (CX) is a big thing these days. After all, the customers are the ones who actually buy something and you can usually see the results in the sales figures. Hence, many so-called professionals claim that UX is a subset of Customer Experience. Or that UX is a subset of Service Design. This is not true, although both CX and SD are without question the most visible manifestations of UX design.<\/p>\n<p id=\"9f4f\" class=\"graf graf--p graf-after--p\">The CX people have got it right: A customer is someone who has had some kind of financial transaction with a company\/brand\/product. Think Apple.<\/p>\n<p id=\"45c0\" class=\"graf graf--p graf-after--p\">The SD people have also got it right: In a world where \u201cproducts\u201d tend to look alike, the quality of service is often a key differentiator. Think airlines.<\/p>\n<p id=\"2542\" class=\"graf graf--p graf-after--p\">But UX is NOT, in fact, a subset of either CX or SD. For example, my cat is a \u201cuser\u201d of the food I buy. I am the \u201ccustomer\u201d for the cat food. If the cat doesn\u2019t like the food, I stop buying it. We are BOTH \u201cusers\u201d of the product and the UX associated with it but in different ways. Similarly, many purchasing departments (\u201ccustomers\u201d) are not the people who will actually be using the products (\u201cusers\u201d). Think medical disposables in a hospital.<\/p>\n<p id=\"69e3\" class=\"graf graf--p graf-after--p graf--trailing\">Hence, while all \u201ccustomers\u201d are \u201cusers,\u201d not all \u201cusers\u201d are \u201ccustomers.\u201d These days, some folks are advocating for dropping the term \u201cuser\u201d entirely and just referring to all this as \u201cExperience Design.\u201d I don\u2019t really care one way or the other. But I personally find the word \u201cuser\u201d extremely useful to describe the \u201cthing\u201d that is using whatever it is we are designing. Again, I urge you to take a broader view. Honestly, sometimes your smartphone is the \u201cuser\u201d of a broadband network. This is an interaction that can be very relevant when working out the UX for an online service in an area with sketchy broadband coverage. People, devices, events. You need to look at all of these interactions.<\/p>\n<h2>\u201cJack-of-all-trades\u201d is not a bad thing<\/h2>\n<p>A final note: The old expression \u201cJack of all Trades, Master of Nothing\u201d suggests that being a \u201cJack\u201d is somehow less valuable than a specialist. Or that a \u201cJack\u201d has only slight knowledge of the individual subjects and isn\u2019t worth listening to. I think both interpretations are faulty.<\/p>\n\t\t\t<div class=\"teaser-post\" style=\"background: #868B9E;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"left-side\" style=\"color: #ffffff;\">\n\t\t\t\t\t\t<div class=\"teaser-post-content\">\n\t\t\t\t\t\t\t<h2>Make UX measurable and strengthen your company&#8217;s UX culture<\/h2>\n\t\t\t\t\t\t\t<p>A better UX leads to more satisfied employees, fewer mistakes, reduced support requirements and, ultimately,\u00a0<strong>more revenue.\u00a0<\/strong>This guide teaches you how to demonstrate the value of your work and strengthen your company&#8217;s UX culture.<\/p>\n\t\t\t\t\t\t\t<p class=\"read-more-button\">\n\t\t\t\t\t\t\t\t<a href=\"https:\/\/resources.testingtime.com\/make-ux-measurable\">\n\t\t\t\t\t\t\t\t\tDownload guide\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"right-side\" >\n\t\t\t\t\t\t<div id=\"teaser-2-image\" class=\"teaser-post-image\">\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\n<p>User experience turns this maxim on its head \u2014 really good UX designers understand a lot of subjects to a fairly sophisticated degree, including business models. And they usually demonstrate far more cultural literacy than most. Jacks-of-all-trades (sometimes called \u201cT-shaped people\u201d) are not dilettantes: They possess more than the rather cursory knowledge demonstrated by the average project coordinator. Alas, many of today\u2019s UX practitioners promote their individual specialties (information architecture, graphic design, usability, content strategy, etc.) at the expense of others \u2014 often demonstrating a narrowmindedness that is downright counterproductive. No wonder the business community is so confounded and frustrated by the mixed messages coming from the many \u201cexperts\u201d out here in cyberspace. On a side note, while I do believe that we are ALL designing UX, I\u2019m not convinced any of us can truly call ourselves \u201cUX designers\u201d \u2014 specialties are good but an individual discipline should never become the main focus of any UX project.<\/p>\n<p>Is UX dead? Hell, it ain\u2019t even sick! I think it\u2019s merely misunderstood and badly practiced.<\/p>\n<p>Originally posted on the <a href=\"http:\/\/fatdux.com\/category\/blog\/\" target=\"_blank\" rel=\"noopener noreferrer\">FatDUX.com blog.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Over the past 10 years, \u201cuser experience\u201d (UX) has been the subject of a lot of discussion. And there are lots of definitions. Here are 40 of them:\u00a0https:\/\/www.allaboutux.org\/ux-definitions. I really have no objection to any of these definitions \u2014 apart from the fact that they fail to suggest any relevant course of action. Our industry [&hellip;]<\/p>\n","protected":false},"author":24,"featured_media":8156,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[8986],"tags":[],"class_list":["post-8143","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-opinion-piece"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v20.5 (Yoast SEO v20.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>An actionable definition of \u201cuser experience\u201d - TestingTime<\/title>\n<meta name=\"description\" content=\"There are lots of definitions of user experience. My only objection to them? They fail to suggest any relevant course of action.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.testingtime.com\/en\/blog\/definition-user-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"An actionable definition of \u201cuser experience\u201d\" \/>\n<meta property=\"og:description\" content=\"There are lots of definitions of user experience. My only objection to them? They fail to suggest any relevant course of action.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.testingtime.com\/en\/blog\/definition-user-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"TestingTime\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/testingtime\" \/>\n<meta property=\"article:published_time\" content=\"2019-01-05T07:00:27+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2019-11-15T10:06:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.testingtime.com\/app\/uploads\/2019\/01\/user-experience-actionable-definition-ux.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1271\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Eric L. Reiss\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@testingtime\" \/>\n<meta name=\"twitter:site\" content=\"@testingtime\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Eric L. Reiss\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.testingtime.com\/en\/blog\/definition-user-experience\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.testingtime.com\/en\/blog\/definition-user-experience\/\"},\"author\":{\"name\":\"Eric L. 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