There are countless steps where the product experience can break down.
There are countless steps where the product experience can break down. Have you ever been waiting at the corner for a ride-sharing pickup, and while the app swears the driver is right there, there is no car in sight? Or how about seamlessly ordering groceries in an app, then waiting well past the delivery window with no sign of your avocados? Ever called customer service by phone to learn they have no record of the two detailed chats you had with online agents about your issue? We’ve all been there.
As consumers who increasingly rely on technology to help us wrangle a vast range of goods and services, we’ve all experienced pain points when really good software doesn’t equate a really good experience. All too often, there’s a breakdown that occurs outside product screens, when a product or process hits the reality of the human experience or a user fails.
Take a peek at the diagram above, which charts the various user touch points that can occur with your brand in a product experience loop. Users interact with a product through many different channels and modes of communication, and bridging the gaps between them is essential to your product’s success. If you present users with a custom call to action in a social media ad, your customer service teams must be ready to respond. If you build an offer email that is redeemable at a brick-and-mortar retail location, the cashier will need tools to redeem it.
How do user experience (UX) designers think? What does the thought process look like from initial challenge to user-friendly solution? What if you could just peek inside the brain of a UX designer and watch the gears turn?
Join us for a Design In Motion panel event happening at your local General Assembly campus. Until the end of June, we’ll gather the leading minds of UX and product design to discuss design strategy. You’ll be able to see the design thinking process in action as industry experts walk through the design challenge they’ve been tasked with—whether it’s revamping a flight search app or thinking up a genius digital experience for the Rio Olympics.
We asked some our guests from a wide range of backgrounds about their unique paths to building memorable experiences, where they find design inspiration, and what advice they’d offer to aspiring designers.
Design thinking isn’t just about the visual outcome of a product. Rather, it’s a method of creatively and practically solving problems that keeps the user top of mind. Understanding the user’s wants and needs allows us to make more accurate decisions during the inspiration, production, and iteration phases of building a product. The outcome, hopefully, is intuitive products and services that actually improve users’ lives.
Design thinking has existed in some form for the past 20 years. What makes IBM Design Thinking unique is scale. IBM is a massive company and this is the first time design thinking is being implemented at a company of this size with this degree of training. We have an entire division, the IBM Design Education, whose sole focus is to train the entirety of IBM on the practice of Design Thinking. By training engineers, product managers, marketers, and executives on how to think like a designer, we are able to bring design thinking to a mass corporate level. This is design thinking in a company at scale.
If you have ever done a quick job search for “user experience design,” chances are you’ve seen a number of titles and descriptions that aren’t always as simple as “UX designer.”
User experience has a variety of specializations, and as a job seeker and practitioner, you should know the skills and applications that come with each. Understanding these differences will help you decide which area of UX is right for you and help you find the appropriate job to fit your interests and skill set.
A vital part of creating a great user experience (UX) is thinking about what we call the “customer journey.” The customer journey is exactly what it sounds like: the journey your customer makes. For instance, if your product is a toothbrush, you would typically look at the customer journey as buying and using the toothbrush. You then design the experience to match up perfectly with that journey, solving each problem along the way, and the end result feels like magic!
Craft beer rating app, Barly, recently released new features that shift the focus from simple ratings to smart recommendations that learn your taste in beer over time. The founding team at Barly started as a group of musicians who appreciate a frosty beverage, but after one fateful round of drinks, they realized that most beer menus are hard to decipher for the casual beer drinker. Nick Norton, Craig Vermeyen, Mike Weil, and Hunter Knight moved quickly to create an app, sourcing expertise to get their idea off the ground, including help from UXDI students at General Assembly’s Los Angeles campus.
Students in the User Experience Design Immersive work on client projects as part of the curriculum to gain real world experience using their new skills. Aaron Barnes, Samantha Burke, and Ken Sugai were assigned to work with the app.
For Barly CEO Nick Norton, it was an easy decision to go with the students at General Assembly. “They were great. Sam, Aaron, and Ken put in so much work over a short period, and were clearly excited to be working on this project,” he said.
Members of the Buster team mapping out their redesign. Photo by Adam Brodowski.
We recently completely redesigned Buster, our online booking site for buses, limos, and vans, after the first version (v1) of our website had been live for about a year. It was our first big review of what had worked in our early product, and what hadn’t, and our biggest chance so far to refresh our thinking about the business we’re growing. Rethinking our product was both cathartic and grueling. Here are the hardest things we had to do to make it happen.
Every day, more CEOs and business leaders are realizing the importance of a product’s design and user experience. UX is no longer an ambiguous acronym or secondary business concern, but a key piece of a product’s success. With so many useful apps and products on the market, companies can no longer risk having a poor user experience or uninspiring design. Users demand great experiences, and it’s user experience designers who help products meet these high expectations.
User experience designers are positioned for success in today’s job market. They get to work in a growing and intellectually stimulating field, playing a key part in shaping a product’s success across a variety of industries — from finance to education to to e-commerce and more. Read below to explore why UX design may just be the perfect career for you.
The ‘lean’ movement espouses shorter iteration cycles for generating user insight. And while running experiments by rapid prototyping is, of course, instrumental, your product team shouldn’t be the only source of actionable customer feedback.
Getting out of the office is great—but sometimes the only trip you need to make is down the hall. There’s a number of often overlooked channels for user insight that can be tapped into from within your office. Continue reading →
Evelyn Kim was fresh out of college when a Facebook ad enticed her to apply for the UX Design Immersive program here at GA. Now, after completing the 10-week, full-time program, she has just started an internship on our very own Instructional Development team, and she is ready to take her UX career to new heights.