How I Explain UX (1): with Plain English
There are many articles written about acronyms that are discussed among UX professionals in the digital industry. Some of the articles contradict each other. Actually it should not be that confusing, because the words used in such acronyms can be found in any English dictionary (I’m using the one from Google search).
I’ve tweeted about 6 plain English words in a thread 4 months ago. Here are the tweets, each followed by another paragraph or two, and links to where to learn more about it. If you’re new to UX, the links will be useful!
1. Interface
In plain English, interface = “a point where two systems, subjects, organizations, etc., meet and interact.” A user interface is a point where users meet a system. A web UI Designer creates layout/flow of interactive screens. Don’t diminish “UI Design” to only pretty visuals!
That being said, we do need people to work on the pretty visuals. Many people are talented and very skillful in this. They’re called Visual Designer or Graphic Designer. Some organizations employ such designers in order to make their branding elements (including those on the UI) look pretty, appealing, and meaningful to their customers.
User Interface Design skills:
[1] UI prototyping, [2] usability, [3] implementation (tech)
2. Experience
In plain English, experience = “practical contact with and observation of facts or events.” Users have an experience with a system through its user interface. Don’t mistake experience with interface, just because of similar acronyms #UX and #UI. Create the UI and observe the UX!
We cannot build, create, or design a UX. There is no such thing as “a UX”, because UX is not a thing. Please do not make it difficult for anyone interested in shifting to UX career by associating UX to a thing you make (e.g. graphics, software UI). Everyone e.g. an artist, a graphic designer, a social scientist, a writer, a business consultant, an engineer, can all contribute to UX and own their role in building a system to be experienced by humans.
User Experience skills:
to measure user experience by obtaining feedback from users and observing user behavior, learn various ways to do user research
3. Product
In plain English, product = “an article or substance that is manufactured or refined for sale.” A technology product needs an interface for users to meet and interact with. In this context: Product Design is business; UI Design is technology. Both have the same goal: good #UX!
A product designer plays a role in understanding customers and business in order to develop a product that is beneficial for both. Product design is not tied to a medium, because it can either be tangible (e.g. a chair) or intangible (e.g. software). Meanwhile, traditional Design disciplines such as graphic design, interior design, fashion design are tied to the medium of their design e.g. graphic, interior, fashion.
Meanwhile, UI design is tied to the medium e.g. visual, sound, haptic, or virtual interfaces. This Design discipline emerged due to the advancing of technology, where tech products need to be easily and safely used by humans. UI designers who work on products with complex interfaces may need to work closely with a Human Factors specialist.
Product Design skills:
[1] user research, [2] product concept, [3] prototyping
4. Interaction
In plain English, interaction = “reciprocal action or influence.” Interaction Designers specify the form and function and timing of the reciprocal actions or influence. By understanding human users before designing the interaction, good #UX will be achieved!
Like UI design, Interaction Design also emerged due to the advancing of technology, but like product design, it’s not tied to a medium. These days, digital products a.k.a. computer-enabled products have penetrated various aspects of our life. Interaction designers are increasingly needed for designing how such products interact with humans. It is beyond just a user interface, because a digital product can have multiple user interfaces (audible, visual, tangible).
Interaction design is obviously not Motion Design or Animation Design. Similar to graphic designers, motion / animation designers have an artistic skill. Tied to the medium, they create motion or animation in order to add aesthetic appeal or meaning on digital product UI or digital communication.
Interaction Design skills:
[1] user research, [2] prototyping, [3] implementation (tech)
5. Service
In plain English, service = “the action of helping or doing work for someone.” In a business, Service Design helps customers to get their work done by planning and organizing business resources. The goal is to influence both employee experience and customer experience (#CX).
Service design is very similar to interaction design that it needs a good understanding of human users before designing. The difference is that the users are not just customers but also everyone in the service provider. Similar to interaction design, it requires timing specification. The difference is that the timing is not just with a single point of contact (with just one product) but multiple points of contact (with the multiple business resources) within the organization that provides the service. Therefore, the customer experience is holistic.
Service Design skills:
[1] user research, [2] stakeholder research, [3] service blueprint
6. Touchpoint
In plain English, touchpoint = “any point of contact between a buyer and a seller.” A touchpoint is where customers meet a business. A digital Service Designer applies interaction design (#IxD) methods for customers to have good #UX in each touchpoint and good #CX overall.
With the rise of digital technology, the line between Product Design and Service Design became blurred. Digital technology allows the delivery of both products and services through digital channels. The work of a digital service designer became resembling the work of an interaction designer. The difference lies in the scope of the experience. An interaction designer aims for a good user experience (UX) in a particular touchpoint, but a digital service designer aims for a good overall customer experience (CX).
Non-digital touchpoints like call center or reception desk are the responsibility of each touchpoint manager. While improving the UX (of the employees) in the touchpoint, managers can work with digital service designers in order to improve the CX concerning the touchpoint.
Digital Service Design skills:
[1] user research, [2] experience mapping (PDF), [3] prototyping
I hope that it was a good read for you!
To business owners and recruiters: may you’ll be able to understand who you need in your work and what are their basic skills.
To all UX professionals: you are designers, so pick your thing to design. Don’t pick UX to design because it’s your outcome anyway ;)
To everyone else: you can always participate! You’re welcome to think about the humans who use your product/service, and work with UX professionals in order to get your system designed for the humans to have a great experience.
PS: for a visual explanation, go to How I Explain UX (2): Circles & Arrows
If you want to read more about Design, Innovation, and Human Behavior please follow Design Strat instead of qonita’s profile :)
