User Experience (UX) can be strongly influenced by behavioral factors such as emotions, beliefs, preferences and even cultural backgrounds. Being aware of this, Web designers keep developing strategies to improve the overall UX with the help of storytelling, tools for problem solving, relationship engineering and costumer service improvement.
This Smashing eBook User Experience Design provides you with insights on how to improve your website based on the most important UX principles.
TABLE OF CONTENTS
- Why User Experience Cannot Be Designed
- Design Is About Solving Problems
- A Design Is Only As Deep As It Is Usable
- Designing The Well-Tempered Web
- Better User Experience With Storytelling - Part 1
- Better User Experience With Storytelling - Part 2
- Relationship Engineering - Part 1
- Relationship Engineering - Part 2
- Taking A Customer From Like To Love: The UX Of Long-Term Relationships
- Idiots, Drama Queens And Scammers: Improving Customer Service with UX
- Formats: PDF, EPUB, Kindle (DRM-free)
- Pages: 134
- Language: English
- Released: February 2012
- Publisher: Smashing Media GmbH
- ISBN: 978-3-943075-23-6
Excerpt From Chapter 2
Why User Experience Cannot Be Designed — by
A lot of designers seem to be talking about user experience (UX) these days. We’re supposed to delight our users, even provide them with magic, so that they love our websites, apps and start-ups. User experience is a very blurry concept. Consequently, many people use the term incorrectly. Furthermore, many designers seem to have a firm (and often unrealistic) belief in how they can craft the user experience of their product. However, UX depends not only on how something is designed, but also other aspects.
In this article, I will try to clarify why UX cannot be designed. Some research indicates that perceptions of UX are different. Still, everyone tends to agree that UX takes a broader approach to communication between computer and human than traditional HCI. Whereas HCI is concerned with task solution, final goals and achievements, UX goes beyond these. UX takes other aspects into consideration as well, such as emotional, hedonic, aesthetic, affective and experiential variables. Usability in general can be measured, but many of the other variables integral to UX are not as easy to measure.
Excerpt From Chapter 7
Taking A Customer From Like To Love: The UX Of Long-Term Relationships — by
User experience designers are great at making software friendly and usable for new customers. We design clean, clear sign-up forms, smooth onboarding experiences, and even helpful blank slates once users are inside the app. Once customers have used the software for some time and have integrated it in their workflow, their relationship with the software becomes more complex. UX designers have no stencils for designing “how the customer feels about the software after six months.” This matters because the software-as-a-service (SaaS) model depends on loyalty, on the idea that customers won’t flinch when they see your monthly charge.