Including UX in your culture
Now that a lot of big organizations and almost all of the startups have realized the importance of UX in their startup, it’s important to understand how a company can bring a pleasurable UX to its culture.
Running a digital design agency is a unique experience. Establishing a design centric culture, is again, a very unique process.
So, where exactly does a UX culture start?
It starts right from the moment a customer hears about your brand. Yes. Be it a word of mouth, a post on social media, a print advertisement, a tv advertisement or from a little-birdie! User experience starts from where a prospective client interacts with your brand for the first time. And it has to be habitual.
The first interaction with your client, be it through your app design, a phone call, an email or a meeting, is your first impression. And I need not tell you how important it is to leave a lasting impression. Doesn’t matter if you’re going to close the deal or not. What matters is, were you able to clearly convey the message you wanted to convey, or not? Was your prospective client happy with the conversation you just had with her? Did you give an honest opinion? People remember how you make them feel.
This is where a pleasurable user experience starts.
This brings me to a small example about how far a small good gesture towards your users can go. My friend, Varun, ordered a few stickers from JustStickersIndia and along with the stickers he had ordered, he received a small congratulatory note:
A small gestures like this can go a long way.
How can I embrace UX in my culture, you ask?
Everyone needs to be on the same page when it comes to interacting with your customers, understanding your users or even talking to colleagues.
The CEO needs to be transparent with her employees. It’s important to avoid the traditional pyramid structure in your organization. Everyone needs to be on the same level as far as possible. This leads to a more open, honest and transparent discussions inside the team. Hence, a culture of a good work ethics.
Ego cannot have a place in your personality. You need to stay open to changes and suggestions. More often than not, we let our ego take the decisions which we, subconsciously, already know that aren’t good. As a UX designer, I got rid of this habit rather quickly. And when I removed my ego from my design decisions, I realized a sudden spike of growth in my overall conduct and the quality I was producing.
It’s important to listen. Listen to your customers, your users, listen to the feedbacks you receive, especially the negative feedbacks. Try and improvise as much as you can and be specific about your inputs and reasoning. Honesty towards the work you do. That’s the key.
Educate people about your decisions. Mostly, conflicts are caused by lack of knowledge. It’s very important for you to educate your customers. Make them aware of the ground realities and back your decisions with data.
Be flexible. You might realize, often halfway through a discussion with your client, stakeholders, or other people in your team that the process or the approach which you were following to do your thing needs improvement, which is important to produce a quality output and maintain a good user experience. Be flexible to adapt and learn at any point of time.
Include empathy in your process. Understanding the pain points of the people you’re dealing with is really important. Be it your target audience or your client. It’s important to step in their shoes and find out what they really go through, on a subconscious level as well. This is something which requires you to develop empathy towards the people and create a truly pleasurable experience. That too, out of habit!
We, at Coditas are led by a habitual UX and believe that our customers and target users problem is our problem.
Know more about us: http://coditas.com