> the ingredients set for understanding customers satisfaction
Because the topic is currently getting more and more of my attention, I decided to rename my “e-quality” rubric into “UX – Users Experience” to make it more accurate. And that’s how I came to wonder what exactly this expression means – so here’s what I would memorize from my researches.
UX is defined by ISO (International Organization for Standardization, in Switzerland) as being ”a person’s perceptions and responses that result from the use or anticipated use of a product, system or service“, and this term is principally used for talking about human-computer interactions, in other words all things digital. Still according to ISO, User’s Experience is the result from a 3 factors equation:
SYSTEM + USER + SITUATION
Its objective is to measure satisfaction related to the use of the product/service and then to find ways of improving it on the substance as well as on the shape.
Also it’s important to point out that UX is not purely a pragmatical notion since it includes emotional factors. Indeed the range of these factors (both objective and subjective) are quite difficult to delimit, if only because the numerous concepts composing UX are sometimes overlapping one another… So I designed diagram below to give examples and show the positioning of the main ones:
These different aspects can be sorted under 4 types of “professions”, but remember UX is a kind of set so they might be considered all together rather than individually:
- EMOTION > image and communication professionals
- TECHNICS > developers, technicians, engineers
- STATISTICS > analysts and marketing experts
- ERGONOMICS > designers, usability professionals
The same way, data collecting and analyzing should be decompartmentalized to allow efficient exploring of UX principles thanks to combining various methods: AB testing, traffic analytics, usability tests, focus groups, reputation surveys, etc…
With the exponential growth of tactile devices (smartphones and tablets but now screens too!) UX is more than ever essential to make any numeric project successful. Indeed UX cannot but be dynamic, since it evolves over time as the situation changes. And as we said above, practical production must not put aside the hedonistic sense of users – this is how the added value of a product or service might be based not only on performances but also (and first of all??) on… pleasure!