Revisiting the UX pyramid: the power and foundations of great user experience
User experience (UX) is often thought of as the sleek, intuitive interfaces we interact with daily, but there’s much more beneath the surface. A truly great UX is not just about aesthetics — it’s about a seamless integration of design, technology, and strategy that transforms industries. From the invisible IT infrastructure to the collaborative efforts of cross-functional teams, every aspect plays a role in shaping the user experience. In this article, we’ll explore the bottom layers of the UX pyramid.
About three years ago, I wrote an article on UX Magazine called “What is at the top of the UX pyramid?” Last week, it resurfaced — shared, liked, and reposted on LinkedIn. Seeing it gain fresh attention made me revisit its core ideas. UX has the power to shape strategy and redefine entire industries. That is why I love it — because it is not just about aesthetics or usability but about fundamentally changing the way businesses operate.
Take Spotify, for example. People willingly pay a monthly subscription rather than using free torrent services. Why? Because the user experience of Spotify — its seamless interface, personalized recommendations, and frictionless payments — is simply better than the free, clunky, and often frustrating experience of torrents. This is why UX professionals conduct user research, collect data, A/B test solutions, and design beautiful, intuitive interfaces. That is what captures attention and what most people think UX is all about.
But UX, like everything else, must start at the bottom.
The Foundation: Infrastructure and Back-End Systems
For all those sleek and delightful features to work, the foundation needs to be solid. A great user experience is not just about what users see; it’s about the invisible systems supporting it. This requires a robust IT infrastructure capable of handling complex business processes. Back-end systems must be built or integrated to support front-end functionalities, and business processes may need to evolve to align with new user experiences. Data architecture, infrastructure scalability, and system reliability all play a crucial role in delivering a seamless experience.
The front-end interface needs to be fast and reliable. Data must be accurate, accessible, and delivered in real time. Features require corresponding back-end support, and everything must function cohesively. Scalability, composability, and sustainability are not just buzzwords — they are the backbone of any successful UX strategy. Without them, even the most beautifully designed interfaces will fail.
The Human Factor: Teams and Collaboration
Technology alone isn’t enough. Organizations also need strong teams to execute UX initiatives effectively. This involves more than just hiring talented designers and developers; it requires fostering collaboration across teams. Dependencies between teams, legacy systems, progressive insights, and ongoing refactoring all need to be managed efficiently.
A great UX isn’t just the responsibility of the design team — it’s a collective effort involving engineering, product management, data science, marketing, and business operations. When these teams align and work towards a shared vision, they can create game-changing user experiences.
The Role of the Digital Product Designer vs. the UX Designer
When discussing UX, it’s important to differentiate between the role of a Digital Product Designer and a UX Designer. While both contribute to the user experience, their scope and responsibilities differ significantly.
A UX Designer typically focuses on designing the user interface, user flows, and interactions. Their work revolves around user research, wireframing, prototyping, and ensuring that users can navigate the product seamlessly. They fine-tune experiences, making them more intuitive and accessible.
A Digital Product Designer, on the other hand, oversees the entire product end-to-end. They take a broader, more strategic approach, ensuring that design decisions align with business goals, technical feasibility, and long-term product vision. Their responsibilities go beyond UI and UX design; they consider branding, scalability, and how the product evolves over time. Digital Product Designers collaborate closely with engineering, product management, and stakeholders to ensure that UX is not just a layer on top but an integral part of the product’s foundation.
UX as a Strategic Driver
UX is often seen as the final touch — the polish applied to a product before launch. In reality, it should be a strategic driver from the outset. When done right, UX has the power to redefine business models, as we saw with Spotify. But for UX to fulfill its potential, it must be built on a strong foundation of technology and teamwork.
So while the top of the UX pyramid is where all the attention goes, the real magic happens at the base. It’s the unseen infrastructure, the seamless collaboration, and the strategic foresight that enable UX to change the game.
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