This Product Sucks brings awareness that the things we design could suck unless we are intentional and conscious of the impacts on users. Examples include the distinction between a bad product and one that sucks. Principles are supported by abstracted examples. The problems and root causes can (and should) apply to any product that people interact with. Please don't design any more products that suck.
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Transcript
“This Product Sucks!”Better Experiences, Better Business, Better World
25-Minute version for Centerville Rotary 12May2011
Root Cause: “We lost sight of our customers.” James Lentz
Photo Credit
Photo Credit
Root Cause: “Complaint investigations focused too narrowly on technical without considering HOW consumers USED their vehicles.” James Lentz
•Check if solution explains the user data
•70% not the pedal
•Test for worked “as used” not “as designed”
•Ethnographic research into drivers
•Analytics on real users to build test scenarios
•Listen to experts
• …
•Prevention: •Listen to customers
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UX design prevents products that suck:
1. Meet (advertised) user scenarios with capabilities2. Design for real-world use, not ideal-world3. Distinguish affordances 4. Design with conscious intention5. Fix the product, not the user6. Don’t design against engrained behaviors7. Prioritize user-impacting “bugs”8. Correct even minor mistakes9. Remember your product is part of a whole system10. Prohibition does not work – democratize design11. Products should be easy to use12. Don’t lose sight of HOW customers USE your product
Products don’t have to suck
to create a UX breakdown
A UX breakdown can happen if your
product is disturbing, unpredictable, difficult,
untrustworthy, awkward, broken, ugly,
annoying, sloppy, etc.
Customer-centered businesses have insights about the people who purchase and use the system, object, process or concept that they sell
And they keep this in mind as they develop products
UX design is a customer-centered approach to the innovation, design, engineering, development, anddeployment of a product or service
The 12 examples of products that suck could have been prevented if the companies had taken a UX approach
UX design is a way to keep customer insight in mind during product development