The user is the protagonist when it comes to creating a good user experience, and the first point of contact for any company that decides to go through the phases of the human-centred design process. But the second component of UX, the X, must not be neglected either, it stands for the experience, i.e. the experience that a user has when interacting with a product. This experience decides whether the customer becomes a customer, remains a customer or not.
Therefore we want to share our newly acquired knowledge about UX and improve the experience of your customers, we have explained the four iterative, i.e. constantly repeating phases of UX in more detail below.
The basis for any good interaction is mutual understanding. As a user of a product, you provide your understanding of the company and the purchased application. However, there is one aspect that is often neglected when it comes to mutual interaction: user understanding on the part of the provider. This must be recognised and implemented in the first phase.
To understand its users and their requirements without distortion, it is necessary to apply appropriate UX methods.
This can include observations of users in their natural working environment and user self-logging of their interaction and thoughts about the application to understand all aspects of user interaction.
Phase 2: Define and specify usage requirements
When the first phase is successfully completed, you will have acquired a comprehensive collection of different feedback from your customers including legal and technical requirements. But it is not enough just to know them, it is important to understand them and classify them correctly. Wishes, needs and requirements are fundamentally different; recognizing their differences and reproducing them correctly is another cornerstone of the UX process – the user requirements.
As a basis for the correct assessment of the importance of customer feedback, the KANO model is used, which evaluates the importance of feedback depending on customer satisfaction and quality characteristics.
In the third phase, the knowledge which has been acquired in the previous two phases must be implemented in a user interface. Here it is important to avoid creating perfect solutions at the very beginning. It should be possible to change a solution with as little effort as possible, so that it can be adapted to the new findings again and again during the dynamic process. Design tools such as Adobe XD or InVision can be used to ensure this dynamic approach.
Phase 4: Evaluate the designs against requirements
Have all system requirements been considered? This is where it gets exciting. Here you put your solutions through their paces by letting the user interact directly with the system. For this purpose, methods such as usability testing are used to evaluate the prototype and to discover any missing aspects. These aspects can include the points below:
- User groups from phase 1 are not included,
- Requirements from phase 2 have been forgotten or
- Design solutions from phase 3 are not intuitive.
If one or more of these aspects occur, repeat the corresponding phase(s) and go through the human-centred design process again from the relevant phase onwards.
The human-centered design process – or UX process – is now hopefully no longer a foreign word to you. It is important to note that this is not a clearly numbered process, but an iterative, i.e. repetitive, working scheme. But when does the process end? If you want to run good UX continuously – never. Customer proximity and the recognition of new requirements remain essential even after the release of a product to make your customer’s work with the product as easy and intuitive as possible.
This is exactly why it is very important for us to stay in constant contact with our customers and partners to improve our applications together with them.
Are you interested to accompany us on our path of continuous improvement?
Then you are welcome to become part of our tester pool and have the chance to test the BEX products and designs before the official release.