Tag Archives: business

The purpose of user experience design is to create personal value

“The purpose of user experience design is to create personal value. We’re not here to reduce risk. We’re not here to massage conversion rates. We’re here to make things that improve people’s lives. In doing so, our companies profit in both senses of the word. It’s insufficient to judge our industry by the ROI we generate, or our contribution toward GDP. We should judge our industry by the happiness we create.” – Cennydd Bowles

Read more in the transcript of Cennydd’s IA Summit 2011 closing plenary speech “The fall and rise of user experience.

Customer experience needs to be a competence, not a function

“Customer experience needs to be a competence, not a function. The end game is to have a customer-centric culture and a set of customer-centric processes, at which point customer-centricity becomes self-sustaining.” – Harley Manning

Read more in Harley’s interview “Making User and Customer Experience a Business Competency.”

Every detail contributes to associations and judgements users make about your company

“Designing interactions and guiding experience is more than interface design or usability tricks. Every piece of interaction will speak to the user. Every detail, every piece of marketing copy, image, icon, drop shadow, layout placement, or button contributes to the user’s associations and judgements about the company they are dealing with.” – Shawn Borsky

Read more in Shawn’s article “Defining User Experience as Brand Experience.”

Truly great design occurs when the designer’s, client’s, and user’s perspectives are considered

“To the designer, great design is beautiful design. A significant amount of effort must be placed into making the product attractive. To the client, great design is effective. It must bring in customers and meet the goals put forth to the designer in the original brief. To the user, great design is functional. It’s easy to read, easy to use and easy to get out of it what was promised… Truly great design, then, is when these three perspectives are considered and implemented equally to create a final product that is beautiful, effective and functional.” – Joshua Johnson

Read more in Joshua’s article “The Difference Between Good Design and Great Design”

Design is really about the way products and services come to life

“Design is really about the way products and services come to life. The companies that build the most enduring relationships with customers often do so by creating an environment where design flourishes. They have leadership that embraces design, executives who trust their gut and their employees as much as they trust all the data they receive abut their business. To really grasp design is to intuit what customers want, often before customers even know what they want it. That’s not something you can learn in a focus group or an online survey.” – Jay Greene

This quote is from Jay’s book “Design Is How It Works: How the Smartest Companies Turn Products into Icons.” It was also quoted in Thomas Lockwood’s book “Design Thinking: Integrating Innovation, Customer Experience, and Brand Value.

Thanks to Michael Magoolaghan for submitting this quote!

We need to be collaborators and co-creators with the communities and individuals we are researching

“What has been and always will be true about Design Research is its consideration of people. The future lies not in ignoring needs, but in broadening our horizons. We need to think about more than just insights. We need to be collaborators and co-creators not only with the companies we are designing for, but also the communities and individuals we are researching.” – Tara Mullaney

Tara’s quote summarizes her reflections on IIT’s 2010 Design Research conference in this Core77 article.

(Thanks to Putting People First for linking to this article)