What are user experience services

User Experience - From UX Concept to Design

Pinuts: Please explain briefly what a UX designer does!

Jennifer: The task of the UX concept is to design services in such a way that they are user-friendly. The usage needs and all requirements must be clearly analyzed and defined. The applications must be geared towards the results of the analysis. The user is in the foreground, the programming and the design should ideally be built around it.

If, for example, a completely new website is to be created, I ask questions about usability in everyday life: Is the user sitting on the sofa when he calls up this page? Or is he on the way? Is it even a dangerous situation? All eventualities with regard to user routes and user guidance must be covered. The process is called cognitive walkthrough: I sit down in a previously defined character and play through as many possible options as possible.

Pinuts: What is your work like in detail?

Jennifer: It depends on what phase the project is in.

If it's a completely new project that I'm involved in from the start, I first create a requirements analysis. That means, I design context interviews in which I ask selected potential users about their behavior and needs. Then I consult with the client and try to build a bridge between the requirements of the end user and the ideas of the client. Then there is an agreement with the people from development regarding feasibility and those responsible for design regarding aesthetics, CI and so on.

After the development of the first prototype, the results are immediately tested on and with future users, the results are evaluated and appropriate changes and adjustments made. Depending on the situation, the whole thing is called a usability test or asynchronous or remote usability test.

In an existing project, I create wireframes based on what is already there. I analyze the existing design in terms of user-friendliness and potential improvements. Here, too, there are numerous test runs that take up the results of previously conducted context interviews.

Pinuts: What do you like about your job?

Jennifer: I find the subject of UX so exciting because it is incredibly important, but is often neglected. There are so many "beautiful" websites, but unfortunately they are completely unfriendly.

The work offers a lot of potential, especially in terms of awareness of the topic. There is no clear daily routine, every project is new and varied. I love the challenge of conveying my evaluations to the customer in such a way that, in the best case, they get a completely new perspective on their product and the needs of the end users.

User experience is not a purely online topic. Design errors that limit usability are also found more frequently in apartment, vehicle and road construction. An online search for "UX Fails" reveals something adventurous.

Pinuts: What makes a good UX concept for you as an expert?

Jennifer: When all parties are satisfied in the end, I know that the user experience was a success. The usability of a website or an app must lead to the result that my customer - whether an eCommerce company or insurance company - expects.

At best, this expectation is even exceeded: For example, when users convert to customers who have not even considered a purchase or an insurance policy at the beginning of their customer journey - but are now convinced of the quality of the product or service.

Pinuts: Why should UX be an issue in every company?

Jennifer: Often the topic of UX is put on the back burner or eliminated entirely. The necessity is not apparent to many, as they have never dealt intensively with the topic. Everyone knows from experience applications and websites that are poorly thought out and that you want to close or leave as quickly as possible. The user is annoyed about the wasted time, the operator about lost customers.

Digitization has become an indispensable part of any area. Whoever puts usability in the background will not be competitive for long. Tight budgeting should not be an argument against UX analyzes. On the contrary. Anyone who later notices that their product has significant application errors will have to spend more money to fix it than if they had paid the necessary attention in advance.

A common mistake is to equate UX with design and leave the field to the graphic designers. Usability and design should go hand in hand, in case of doubt, a user-friendly application is always superior to a beautiful but poorly thought-out application.

Pinuts: How do you deal with the topic in the UX team at Pinuts? Are there any special features here?

Jennifer: As the name suggests, the customer experience comes first at Pinuts. The applicability of the Universal Messenger, for example, is continuously analyzed and optimized. The usability at the technical level and the intuitive usability are always in the foreground in all projects.

The user-optimized further development of applications such as the service desk is as important as the website relaunch of large companies. We always focus on optimization. Often underestimated little things such as responsiveness and optimization for mobile devices play a major role: It shouldn't make a difference whether I call up a website from my PC, tablet or mobile phone. And I shouldn't have to spend more time reading instructions than doing my tasks efficiently.

A particular focus is on accessibility. This is not an issue that is limited to platforms or public buildings. People with limited auditory or visual perception or motor impairments should at least be able to grasp and use the sphere of the website better than is known from public street space - which unfortunately too often presents pitfalls and annoyances for people with physical limitations.

Pinuts: What is your advice to all companies with regard to UX?

Jennifer: Sure - I'm speaking here as a UX designer and concept developer. But: The user experience has to be brought much more to the fore. And ideally be directly involved in the earliest planning phases of a project. It should also not be underestimated that UX is continuous. It is not enough just to test an application before the relaunch; it requires constant monitoring, testing and analysis. Optimization is not a finite process.