5 Questions People Most Frequently Ask Me About User Experience

(Image 1: Techsauce Global Summit 2019)
(Image 2: InsightX Kuala Lumpur Chapter event)

1. Why is user experience very important now?

Living in this digital century, people are impatient and have many options to choose from. If we cannot use insights quickly or know what they want, the cost of gaining new users will be pretty high and it will be easier to lose them.

2. How we can integrate UX into a company or organization?

This is a very good question. Firstly, I will say ”be patient and show something”. Making stakeholders aware is not a small task, it takes time. By criticizing and feeling disappointed is not going to help the organization become better. Now we can easily access many articles and theories to learn what is UX is, but the most important thing is that you have to apply the skill to run real projects to show how a problem can be solved. This is also the issue I observe now, I review 100+ resumes every year and some of new beginners put theories and UX knowledge on it to convince me that they have UX skills. UX skills are not from what you write, it is all about what you do and how you use the knowledge to solve problem.

(Image 3: InishgtX Bangkok Chapter Event)

3. How do I convince my boss or supervisor for investing in UX?

This is also what my job is. Firstly, I don’t really like to say convince. It means there are rejections before acceptance. What we need to do is understand the language our boss speaks and what he/she cares about. In my personal opinion, revenue and any good numbers are the most common decision maker an authority will care about. Hence, I usually use survey results with some academic research to coach them the value of UX, and seldom mention UX terms in business meetings. I fully understand the key to coach customers is using simple words. Using technical or academic terms cannot make you a professional. So, the first step I recommend is giving objective data to your boss or invite him/her to the UX conference to learn. Awareness is always a good start.

4. How to define UX metric

As I mentioned several times, UX Metric is the goal we want to reach. It can be KPI or OKR. Understanding quantitative data to define what the key problem is. It means to know WHAT HAPPENED and doing qualitative research to get to know WHY it happened. UX Metric is not only defined by data, but also the cost including budget and time. Deciding the UX level is the first step. Let me give you an example, if you just want to test the icons of an app you built, the metric can be click rate or conversion rate. It is easy to set up the right UX metrics. Otherwise, if you want to know the meaning of the app for users and get insights from 5 different users — It will take time and you will need more budget to conduct the UX research. Also, UX metrics can be NPS score.

(Image 4: InishgtX Manila Chapter Event)

5. How to evaluate the better UX?

From questions 4, we understand that we can define the right UX level and metrics for each project. If you set up the right UX metric such as conversion rate, click rate and the reduction in the number of complaints from phone calls from the customer service center.

(Image 5: InishgtX Jarkata Chapter Event)

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Aldrich Huang👆🏼

Aldrich Huang👆🏼

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CEO at @uxtestingio | International Board Member at UXQCC | Professional Committee Member at UXACN | Mentor at @UXPA_Int | Main Organizer at @SavvyUXSummit