User experience (UX) refers to the impact that a product, service, or system has on its user. While there is no single definition of UX, it generally entails affecting the user’s emotions and perceptions in some way.
In simple terms, customer perception refers to the viewpoint that customers hold about a product or service. While it may appear to be a straightforward factor in the design process, it can actually be one of the most difficult elements to take into account.
Inherent problems in UX design
When asking someone’s opinion about something, they may offer a brief response such as, “I love it,” “It’s okay,” or “I dislike it.” Figuring out the underlying reasons for these feelings can be challenging, akin to the Heisenberg Uncertainty Principle, and relevant to the process of developing a product.
Psychologists and philosophers have devoted many years to attempting to clarify subjective experience. However, they have yet to achieve success in this endeavour. Any approach that aims to provide a satisfactory explanation must confront three significant challenges.
People are incredibly diverse, with varying backgrounds, perspectives, and life experiences. We come from a range of cultures, and even within the same culture or social group, individuals can have different opinions and values.
This signifies that even in the case where two people experience the same event, their memories of it are likely to be significantly dissimilar. It can be likened to two individuals expressing their love for each other; although they may both feel the same emotion of love, each person is likely to have a completely unique outlook.
Phillip Goff’s book, Galileo’s Error, emphasizes that the realm of subjective experience is inherently qualitative. This means that it is impossible to determine whether an apple is “red enough” or “delicious enough” for an individual. Natural Language Processing (NLP) still has a long way to go before it can offer a complete representation of an individual’s internal world, since emotions and thoughts are expressed through language.
You might be wondering if there are alternative methods for gauging an individual’s impression besides Natural Language Processing (NLP). The answer is yes; surveys can offer a measure for this. Nonetheless, it is crucial to keep in mind that surveys are not perfect and are constrained by the survey creator’s perception of what constitutes an authentic portrayal of an individual’s experience.
Scenario: If colour options were not included in a product survey, customers who were unhappy with the item’s colour scheme would not have the opportunity to voice their discontent. Additionally, it is conceivable that one individual was deterred by the colours, while another was turned off by the high contrast.
It is feasible to account for every conceivable perspective, yet it is crucial to bear in mind that the majority of individuals will not complete a survey that takes longer than five minutes. The distinction between a thorough assessment and a burdensome conversation is quite slim.
It is important to recognize that empathizing with others is a complicated process that must be handled with care. UX design necessitates a multi-step approach that includes collecting empirical data from testing and surveys, as well as the skilled decision-making of the designer.
UX Design in a Diverse World
Posthumanist philosophers acknowledge the exceptional worth of humanity’s cultural richness and diversity. Every person brings with them an indispensable and genuine set of experiences and outlooks. This diverges from more conventional conceptions of humanity that can be narrow in their focus (such as exclusively Eurocentric beliefs).
It is widely accepted that our upbringing, biology, and society all play a role in shaping our attitudes towards life and our actions. Therefore, it is logical to assume that a user with full motor skills and a user with limited motor abilities will have significantly distinct experiences when using a touchscreen interface.
When developing a product, it is crucial to take user experience design into consideration. Typically, our objective is to create something that is appropriate for the ‘typical user’. Depending on the circumstance, we might base the design on market research or draw upon our collective experience, intuition, and knowledge. To assist in directing this process, we can refer to the notion of ‘Mr. Average’.
To effectively navigate the intricacies of a quickly diversifying world, it is vital to empower development teams with the knowledge and abilities to transcend a narrow-minded approach and consider the needs of people from various backgrounds and with diverse preferences. Additionally, it is crucial to furnish the resources required to fulfil these varied needs in order to achieve fruitful results.
To achieve the desired result, it is crucial to change the focus from “how one wishes other people would feel” to “how they really need to feel.” For instance, Sony’s “The Last of Us 2” is being hailed as the new benchmark for user-friendliness.
The game provides an extensive selection of accessibility options for people with limited hearing, vision or mobility, enabling players to personalise their experience in accordance with their unique requirements. This adaptability provides all users with an inclusive experience.
Through the implementation of a high-contrast display, Naughty Dog has created an opportunity for more individuals to engage with the game and feel included, while still maintaining an atmosphere that can be appreciated by those who want to experience a sense of tension. By disregarding predetermined ideas about the emotions players should feel during gameplay, the game has become more accessible and appealing to a broader audience.
Versatility and introspection are vital in this scenario, as customization holds significant value. While the development team may be able to veer away from the conventional approach in some instances, they may need the support of diversity consultants in other cases.
The Significance of Incorporating Various Perspectives in Product Design
If the bulk of our users reflect the average user, investing in features that only a small fraction of users will find valuable yields no benefit. Here are three alternatives:
It is apparent that most rivals are aiming for the ‘typical customer.’ Nevertheless, by concentrating on the remaining 20%, there exists the chance to secure an edge against competitors. If this market were catered to with more attention, there would be no need for this discussion.
When designing software, it is crucial to take into account the user experience, as this can lead to advantages beyond accommodating individuals with disabilities. As previously mentioned in The Daily Bundle, adopting a user-centric approach to development can result in software that is more pleasurable to use and can be used in a more extensive array of circumstances.
It is clear that social awareness and digital acceleration are interdependent in creating a better future. To guarantee that nobody feels excluded, we must design with diversity in mind and expand our collective awareness to encompass wider design goals.
