A significantly large number of companies and organizations share three specific traits when it comes to #UX improvement and #ProductDesign in general:
1 - They don’t really know what their users or customers actually want.
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1 - They don’t really know what their users or customers actually want.
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2 - They’re under the mistaken assumption that surveys or their NPS scores tell them what the value of their product/service is to those users.
3 - They’re not willing to allow you to talk to those users to find out what they actually need or hope to accomplish.
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3 - They’re not willing to allow you to talk to those users to find out what they actually need or hope to accomplish.
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I get enough emails and DMs every day to tell me that this is reality for most of you. And the question folks ask me is always the same:
What the hell do I DO?
My answer tends to ruffle some feathers, but here it is.
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What the hell do I DO?
My answer tends to ruffle some feathers, but here it is.
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If your client or the company you work for is one of many #UX immature organizations who has no research — and won’t pay for any either — you have to take a different approach.
Which often means looking internally instead of externally.
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Which often means looking internally instead of externally.
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Since you can’t talk to users, you interview specific groups of people inside the business. You focus on those people and roles that have direct contact with users and customers.
No, they're not users. But all of these people will have useful stories to tell you.
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No, they're not users. But all of these people will have useful stories to tell you.
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I can say from experience that you will absolutely hear the same common refrains over and over in terms of what people wish for or are struggling with.
Those common refrains are your clues — they tell you where to look.
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Those common refrains are your clues — they tell you where to look.
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They tell you what the root causes of customer or user problems may be.
And while we all know that what people say they want or do is not always what they actually say or do, for purposes of an audit, this information is enough to point you in the right direction.
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And while we all know that what people say they want or do is not always what they actually say or do, for purposes of an audit, this information is enough to point you in the right direction.
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These clues can guide you in identifying the product’s UX and #UI flaws. And the representative samples, in these cases, are usually very high.
Take the volume of people a call center phone or chat operator speaks to in a single day, for example.
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Take the volume of people a call center phone or chat operator speaks to in a single day, for example.
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That can often be more than enough to account for those folks who only calling in or chatting because they have a problem (and they like to complain ;-)
If you found that helpful, I have an invitation for you.
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If you found that helpful, I have an invitation for you.
(9/13)
I invite you to check out "The Simple Way to Conduct a UX Audit," part of my UX 365 Academy. Across two hours, I’ll show you exactly how I’ve done UX Audit work for the last two decades of my career. And there are two bonuses included as well.
learn.givegoodux.com/p/simple-way-t…
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learn.givegoodux.com/p/simple-way-t…
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You get a full-length deliverable video that shows you exactly what + how I present my findings to clients.
And the course also includes a downloadable UX Audit Workbook covering 170-plus individual elements + attributes you need to pay attention to during your audit.
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And the course also includes a downloadable UX Audit Workbook covering 170-plus individual elements + attributes you need to pay attention to during your audit.
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Everything I’ll cover with you is the heart and soul of good interaction and positive UX — an approach I’ve used successfully for 20+ years, to improve the products of some of the largest companies in the world.
I do hope you'll check it out.
learn.givegoodux.com/p/simple-way-t…
(12/13)
I do hope you'll check it out.
learn.givegoodux.com/p/simple-way-t…
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Until then, remember that the work you do matters — no matter HOW you do it.
It quite literally changes people’s lives — so keep fighting for it.
(13/13)
It quite literally changes people’s lives — so keep fighting for it.
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