Some answers to UX questions

Q: What are three common mistakes made by UX practitioners?

1. Cramming information in limited area and losing information hierarchy
 UX practitioners have a tendency to display all the available information on one screen or in a limited space. When their attention goes to visual and aesthetic sides it tends to overlook how users acquire information from a website or application. Information must be succinct and displayed hierarchically and logically so that it is easier for users to consume. The content hierarchy and priority should be more clear on mobile screen so that UX practitioners need to organise its content well.

2. Missing feedback against users’/customers’ actions
 People expect immediate feedback against their action especially on mobile phones are critical. When a user clicks or taps an element, the application must respond against the action the user has just taken to inform what is happening at any circumstances. Also the feedback has to be self-explanatory. Immediate feedback creates a significant impact for User experiences.

3. Overlooking non-hero screens such as help, contact, account and FAQs
 The Home and product screens are star of the existence of the business and online products. However, non-hero screens are also important that when people come to this screen they are actively looking for information, trying to solve problems themselves or looking for help. When users cannot find any useful information from these screens, it gives an experience of aversion which is a more memorable experience than when they don’t have any.

Q: If you could redesign any product or service, what would it be, and why?

1. iTunes application
 I have never been satisfied connecting iTunes with my “i” devices. I once accidentally selected factory settings to clean up all my files, my organised applications of a device became everywhere so I had to re-organize them again. My individual media, photos, music are placed deep into the system. My mental model and their model or logical thinking of “Playlist” must be different; it creates aliases in my Playlist section so that titles are duplicated in Playlist and Music sections. If you delete a title in My Music section, you cannot play from playlist even if you can see the title. The problem with iTunes is that it doesn’t have clear category segmentations: What is mine, what is something I have to purchase and what I can use for free.

2. Paths for public spaces: Train station, shopping moles
 Just as we think about user flows on online applications — we should think about how users get here and where they are going. This should be applied stations, department stores, and any public spaces where there is a flow of people. It needs consideration for flow of people as a part of service and customer experience. Airports are well considered structures where they know passengers have luggage to move around, not only providing plenty of spaces but also creating a way-finding easily and walk around without bumping into each other. We often see where people are queuing, they are also blocking the path in front of cafes.

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