Fundamental
Principles of Great UX Design | How to Deliver Great UX Design
The following experts have contributed
answers to this edition of Ask UXmatters:
- Leo Frishberg—Product Design Manager at Intel
Corporation
- Pabini Gabriel-Petit—Principal Consultant at
Strategic UX; Publisher and Editor in Chief, UXmatters;
Founding Director of Interaction Design Association (IxDA); UXmatters
columnist
- Peter Hornsby—Web Design and UX Manager at Royal
London; UXmatters
columnist
- Jordan Julien—Independent Experience Strategy
Consultant
- Jim Nieters—Global Head, User Experience, of
HP’s Consumer Travel Division; UXmatters columnist
- Eryk Pastwa—Vice President of Design at Creatix
- Daniel Szuc—Principal and Cofounder of Apogee
Usability Asia Ltd.
- Jo Wong—Principal and Cofounder of Apogee
Usability Asia Ltd
Q: What
are the fundamental principles of great UX design?—from a UXmatters reader
“When we’re called upon to solve design
problems that we haven’t solved before, design principles provide a sound basis
for devising innovative solutions. For example, in recent years, we’ve seen
many new trends in technology products—such as cloud computing, the
proliferation of mobile devices and tablets, big data, the Internet of things,
and wearable computing. All of these trends have required us to look at design
afresh and come up with new interaction models, design patterns, and
standards—many of which are still evolving.
- Be contextual—It’s often easy to think of a user
journey like a storybook. If you open most books to any given page and
select a word, you’ll be met with an abundance of context on the page.
You’ll usually see the title of the book, the chapter, the page number,
and the word will appear contextually within a sentence, paragraph, and
page. Ensure that users are contextually aware of where they are within
their journey.
- Be human—Be approachable, trustworthy, and
transparent. Provide human interactions over machine-like interactions.
- Be findable—Establish a strong information
scent. Provide wayfinding signs.
- Be easy—Reduce the user’s cognitive workload
whenever possible. Be consistent and clear, and establish a strong visual
hierarchy.
- Be simple—Establish a strong signal-to-noise
ratio. Avoid distractions, jargon, and long loading times.
“For me,” replies Leo, “the
fundamentals of all great design go back to Vitruvius, the Roman engineer who
introduced three principles to guide architectural design:
- Venustas—Beauty,
or Delight
- Firmitas—Firmness,
or Soundness
- Utilitas—Utility,
or Commodity
“We can easily map these three
principles to the BTU model—Business (Commodity), Technology (Soundness), and
User (Delight)—which is in common use. Once you have addressed each of these
areas, you can attain the level of elegance, in which you apply the fewest
resources for the maximum gain. World-class UX design rests on and is
synonymous with world-class system design—as long the system spans both the
foundation technology and the people who benefit from it.”
For more design principles, Pabini
recommends that you read the following articles on UXmatters:
- “Accessibility First—for
a Better User Experience for All”—by Whitney Quesenbery
- “Achieving and
Balancing Consistency in User Interface Design”—by Michael
Zuschlag
- “First, Do No Harm”—by
Pabini Gabriel-Petit
- “Principles Over Standards”—by Peter Hornsby
- “So the Necessary May Speak”—by Luke
Wroblewski
- “The Complexity of Simplicity”—by Luke
Wroblewski
Delivering
Great Design
“Great design is the result of so many
factors—and only a few are within your control, particularly when you first
start out as a designer. Being able to deliver great design depends not only on
your design ability, but on managing the design process and other participants
in that process effectively. For example, you need to understand your client’s
goals and drivers, as well as the strengths and limitations of the underlying
technology. You need to understand when and how to delegate tasks and how to
share ideas effectively with other designers and product team members.
“When I first started driving, my
great-uncle advised me to narrate what I was doing as I drove—to force me to
reflect on what I was doing and why I was doing it. Design is a very personal
thing, so this may not work for you, but what I’ve found works well for me is
taking time to reflect on what I’m doing, what other designers have done to
solve similar problems, and what my stakeholders—not just users—want to
achieve. You can learn as much from failures as successes, but only
if you take the time to reflect on why something worked
or didn’t work.”
The
Layers of Great UX Design
“At the first level, all great user
experiences are easy to use and delightful to their users. They enable users to
perform their tasks with ease and engage them in the right ways. But, not only
is great design delightful, it also monetizes well. You can establish metrics
to ensure that your designs are great. For consumer sites, you can measure
users’ success in getting through different parts of a process funnel—from
recognition, to engagement and interaction with the site, to successful accomplishment
of whatever the site’s goal is—for example, sales or signups. In addition, I
like to measure five factors that define whether a site or product meets users’
needs, because these are factors that UX design can and should impact:
- discoverability—Can users discover how to
accomplish their tasks the first time they look at a product?
- learnability—Can users easily learn a product’s
interaction models and predict how to move from one part of the product to
another? On repeat visits, can they remember how to engage with the
product to accomplish their goals?
- efficiency—Once users have become repeat users,
can they accomplish repetitive tasks quickly and easily?
- system performance—How nimbly does the user
interface respond when users click a button or interact with the product?
If it’s slow, designers have a part to play in improving the total
experience, including system response times when user are performing
tasks.
- delight—Does the product delight users? If you
can instill an emotional connection to a product in users, they will
champion your product and share its virtues.
“The large majority of well-designed
products have been designed following a user-centered design (UCD) approach. In
this process, user researchers first identify user task flows, challenges, and
emotional triggers, providing insights that will inform the proposed design
solution. Then UX designers leverage this research in their designs, ensuring
that they are both easy to use and satisfy the emotional needs of the user. And
finally, usability specialists validate the designs through usability testing,
or evaluative research. This basic approach pretty consistently results in
useful, usable products.
However, while usability is absolutely
necessary, it’s not
always sufficient. If you want to produce a truly great design, you’ll need a
few additional ingredients. First, you need great researchers and designers.
Where do these artisans come from? They can come from anywhere—from any
background or any institution. The reality, though, is that most great
designers have an education in Human Computer Interaction, whether through
formal education or independent study. They are steeped in the general mindset
that they’re not just building a user interface. Rather, they understand their
users’ needs and optimize their designs for those users—and have years of
practice doing just that.
“It’s still far too common for
companies to say that they want to invest in User Experience and differentiate
their products through design, when they really want to produce user interfaces
on a shoestring budget. They think that they can hire one designer or one UX
leader and get great user experiences. It’s just not that easy! Or, companies
may say that they want to be the new Apple or Amazon of their marketplace, but
their level of investment does not reflect their stated goals.
“So, as I said at the outset, great
design produces great user experiences, and User Experience is multilayered.
I’ll leave off with this note: User Experience, as a discipline, hurts itself
deeply when UX professionals provide contradictory answers about how to produce
great user experiences. As Matthew Holloway said in his keynote address at UX
STRAT 2014, other disciplines don’t do this. Marketing has a clear message and
value proposition. So do Engineering, Product Management, and Quality Assurance
Testing. What’s ours? Let’s make sure we can articulate our message clearly,
simply, and consistently. Then maybe more organizations will recognize what it
takes to repeatably produce great user experiences!”
The
Nature of Great UX Design
- meets
user needs that a business fully understands and nurtures
- maps
to business needs, whose improvement we can track over time
- connects
to data points that speak to the product or service story
- uses
a well-defined and well-understood design framework that scales well and
promotes consistent and usable interactions
- leverages
design patterns that promote useful, usable, and delightful interactions
- maps
to well-defined design principles that connect to brand principles and
business goals and directions
- undergoes
continuous improvement through customer and business feedback
- tries
out new ideas and conducts experiments that do not disrupt the core value
- is
led and owned by people who are well educated and grounded in deep
knowledge of design foundations
- is
visible and improves through structured and balanced critique”
To learn more about these principles,
Dan and Jo recommend that you read their recent UXmatters article, “Designing Projects for
Success: A More Humane UX Practice.”