When a UXer hears the term “user experience” it never evokes images of pretty interfaces and the latest design trends.
Instead, first thing we think about is a deep dive into understanding users, their needs, their pains, and the most minute intricacies of their interactions with products.
The real magic happens when we blend our professional craft with profound user insights, resulting in what we can confidently call an "unforgettable UX".
Let’s dive deeper into some unconventional strategies you might not have thought of, but that can redefine the way you approach UX.
1. Unraveling Problems with the "5 Whys"
What it is: A technique that aims to get to the root of a problem by asking "Why?" five times.
Why it’s different: While many designers focus on immediate solutions, the "5 Whys" forces you to dig deeper, often unveiling underlying issues that may be missed otherwise.
Example:
Designer: "Why did the user abandon the cart?"
Product Manager: "Because the checkout process was too long."
Designer: "Why was the checkout process too long?"
Product Manager: "Because we require many details for shipment and payment."
Designer: "Why do we need so many details?"
Product Manager: "Because we want to ensure delivery accuracy."
Designer: "Why are we concerned about delivery accuracy?"
Product Manager: "Because past feedback indicated dissatisfaction with missed deliveries."
Designer: "Why were there missed deliveries?"
Product Manager: "Because we didn’t verify address details adequately."
Outcome:
Instead of just shortening the checkout process, the solution might involve improving address verification methods to enhance delivery accuracy.
2. The Power of Listening to Non-Users
What it is: Paying attention to those who aren't using your product to understand their reasons.
Why it’s different: Most feedback comes from existing users. Non-users provide a fresh, untapped perspective.
Example:
Imagine launching a high-end photo-editing software.
While your current users might rave about its advanced features, non-users might be overwhelmed by its complexity, preferring simpler, intuitive tools.
Their feedback could lead you to develop a simpler version or a beginner's guide, tapping into a broader audience.
Outcome:
A beginner-friendly version or tutorial is introduced, capturing a wider audience that seeks simplicity.
3. "Doorway" Tests: The First Impression Matters
What it is: Quickly showing users a design/interface and then taking it away to gauge their initial reactions.
Why it’s different: Most tests focus on detailed interactions. The "doorway" test gives insights into gut reactions, which are invaluable.
Example:
UX Researcher: "What's your first impression when you see this homepage?"
User: "It feels cluttered."
UX Researcher: "What gave you that feeling?"
User: "There are too many calls to action and pop-ups."
Outcome:
Knowing that users feel overwhelmed at first glance can guide the redesign to prioritize essential elements, making it less cluttered.
4. The Gold in "I Wish" Comments
What it is: Actively noting when users mention what they wish the product could do.
Why it’s different: Instead of only focusing on what's wrong, it’s about uncovering potential improvements and innovations.
Example:
If users of an eBook platform often comment, "I wish I could highlight and save quotes easily", there's a clear indication of a feature that's missing but highly desired.
It’s an opportunity for innovation.
Outcome:
Introduction of a new feature allowing users to highlight and save quotes, increasing user satisfaction and engagement.
5. Localizing Usability: More Than Just Words
What it is: Looking beyond language and understanding cultural nuances that affect usability.
Why it’s different: Most think localization is just translation. True localization considers cultural preferences, sensitivities, and behaviors.
Example:
Designer: "Why aren’t our Asian users utilizing the voice command feature?"
Cultural Consultant: "In many parts of Asia, speaking to devices in public areas can be seen as impolite or disruptive."
Designer: "So, we need an alternative interaction method tailored for these users?"
Cultural Consultant: "Exactly! Maybe a gesture-based command or a simplified text input."
Outcome:
An inclusive design that caters to cultural nuances ensures a broader acceptance of the product across different regions.
6. "Reverse Engineering" Feedback
What it is: Analyzing positive feedback to understand what you're doing right, then leveraging those insights to innovate further.
Why it’s different: Most teams fixate on negative feedback. Looking at the positives can provide a unique roadmap for future features and improvements.
Example:
If users consistently rave about the seamless integration of a calendar app with other tools, diving deeper into why it works so well can inform decisions when developing other integration features.
Outcome:
By emphasizing what's working well, the product sees an expansion of its most-loved features, further solidifying its USP [Unique Selling Proposition]
7. "Day in a Life" User Immersion
What it is: Spending a full day (or more) directly observing a user to understand their pain points, desires, and workflows.
Why it’s different: While traditional tests have set tasks and timeframes, this method reveals unexpected insights from a user's natural interactions.
Example:
UX Researcher: "I noticed you always switch apps to check your notes during meetings. Why?"
User: "I can't easily access them in our conferencing tool."
Outcome:
Implementing a simple notes feature could streamline your users workflow.
8. Embracing the "Accidental" User
What it is: Targeting users who employ your product for an unintended purpose.
Why it’s different: It acknowledges unconventional use cases, which can open new paths for diversification.
Example:
Spotting a segment of users employing a photo-editing app to design simple graphics can inspire the development of a new suite of graphic design tools.
Outcome:
The product diversifies its offering by incorporating features for graphic design, appealing to a broader user base and maximizing utility.
9. The "Silent Update" Watch
What it is: Releasing updates without announcement and monitoring genuine, unforced reactions.
Why it’s different: Users are uninfluenced by marketing hype, leading to raw, unfiltered feedback.
Example:
Product Manager: "We silently rolled out the new dashboard. Any feedback?"
Support Team: "Fewer help tickets on navigation. It seems more intuitive."
Outcome:
Genuine positive reactions to the unannounced dashboard update lead to its official rollout, accompanied by marketing strategies highlighting its intuitive nature.
10. "Before & After" Personal Stories
What it is: Asking users to share stories of their experience before and after using the product.
Why it’s different: Instead of focusing on in-moment interactions, it reveals long-term impact and potential life changes.
Example:
For a fitness app, a user might share, "Before this app, I never had the motivation to exercise regularly. Now, I've run my first half marathon!"
This feedback can guide a move towards building more motivational features or community-driven challenges.
Outcome:
Emphasizing community stories and motivational features in the fitness app's roadmap, fostering a sense of community and amplifying user loyalty.
There you have it: 10 examples of insight-driven strategies for optimizing experiences.
Good UX is never about keeping up with fleeting design trends.
It’s about continuously deepening our understanding of users and innovating based on genuine insights.
When we merge our skills with a profound understanding of these insights, we don’t just design; we craft experiences that are truly unforgettable.
So, the next time you’re faced with a design challenge, remember:
Dive deep, understand more, and let insights lead the way.
—Marina
Want to learn more? A few ways I can help you.
Apply for a 1-on-1 UX mentorship to boost your design career like never before.
Book a one-off 1-on-1 call for a personalized advice without committing to a monthly UX mentorship.
Follow me on LinkedIn for unconventional UX tips throughout the week.
If you aspire to become a UX mentor, check my book on Amazon.
I send weekly emails about UX leadership and mentorship, along with practical advice on weaving AI into your UX processes and mentorship programs.