The Suffering of UX

In our preoccupation with designing the perfect user experience (UX) we fail to comprehend other key components that can play a role in enhancing the overall UX. If we turn a blind eye, then the UX is destined to suffer irrelevant of whether or not we have hammered out the perfect design. Two of the integral components that we must learn to more fully address, along with that flawless UX design itself, are:

Change Management - Change….this small, one syllable word seems to inspire fear among the masses. However, armed with a well-planned change management strategy we do not have to fear this puny little word. An organized change management strategy provides a structured approach to transitioning an organization (people, technology and all) from a current state to a desired future state. Yet, if this strategy is lacking organizations tend to resist and not embrace this change of state, which can lead to a breakdown in the UX and subsequently the implemented solution.

As consultants, we need to be considerate that change is an unnerving task for all involved; therefore, if we strive towards developing a well thought out change management strategy, then we help provide an environment welcoming of change and more supportive of a positive UX. The key to a well thought-out change management strategy lies in launching an effective communications plan that addresses the two most important questions that people need to hear, the “why” are we changing and the “result” or impact on us? In tackling these giants we can help ease organizational fears by providing answers to these daunting questions and allow users the chance to focus explicitly on their solution experience.

User Personalities – During the prepare and blueprint phases, it is key that we identify the user personalities (refer below*) that exist within an organization and understand how we can cater the UX to engage all personality types involved. Designing the UX cannot be a process meant to emphasize focus on only one type of user personality; it must encompass a diverse number of personalities and their abilities. This is imperative to help promote a UX that addresses the individual needs of all users involved and not just a select few. It is essential that we spend the time to recognize the various personalities that exist within an organization and acknowledging the different ways in which they approach change. Not only does this process provide a sense of user inclusion, but it also helps to ease uncertainty and ensures that they are more willing to embrace change and reflect positively on the UX. The end goal should be to pick a design that seems intuitive on the surface, so as to cater to those that are reserve and cautious, yet a design that incorporates accessible features meant to challenge innovators and those that are open and adventurous.

In the end we cannot consciously neglect and forgot about the other components that support the success of the UX and subsequently the solution. Ensuring to fully incorporate a well-planned change management strategy and learning to actively identify all user personalities involved can go a long way to not only providing a solid overall UX, but also to supporting the success of solution for years to come.

*User Personalities (As Identified in SharePoint Server 2007 Best Practices Manual):

Innovators – accept new ideas quickly and need little persuasion; adventuresome, daring and risk–takers

Early Adopters – open to new ideas, but only willing to accept them after serious consideration; tend to serve as role models in the organization and are highly respected

Early Majority – tend to be followers not leaders; willing to accept once they see others have been successful with new idea(s)

Late Majority – tend to be skeptical and cautious; usually adopt new ideas only when pressured to do so

Laggards – last to accept new ideas, with pressure from peers; usually isolated and suspicious of new ideas

- Chris McKellar, Portals and Collaboration Consultant