A definition of "user experience"

10.01.2009 | Author: Eric Reiss
The past month, I’ve been working on a revised business plan for FatDUX and realized that there weren’t any particularly useful definitions of “user experience”. Just yesterday, UX designer Whitney Hess, published a compilation of 10 things that UX is not. Interesting article but no clear description of what is meant by “user experience”. Our industry tends to preach to the choir, but not to either the client or the bank.

Having thought a lot about a definition (over a period of years), I figured it was time to get this beyond the confines of my journal and our business plan and launch it into cyberspace. Use it in good health.

UX = the sum of a series of interactions
User experience (UX) represents the perception left in someone’s mind following a series of interactions between people, devices, and events – or any combination thereof. "Series" is the operative word.

Some interactions are active – clicking a button on a website, giving a waiter your order at a restaurant, getting out of the rain at a picnic.

Some interactions are passive – viewing a beautiful sunset will trigger the limbic system to release dopamine (a reward chemical). This applies to any and all of our five senses.

Some interactions are secondary to the ultimate experience – the food tastes good because the chef chose quality ingredients and prepared them well. The ingredients are good quality because the farmer tended his fields. The crop interacted well with the rain that year.

All interactions are open to subjective interpretation – some people don’t like celery or sunsets. Remember, a perception is always true in the mind of the perceiver; if you think sunsets are depressing, there’s little I can say or do to convince you otherwise. However, this is why designers often fall back on “best practice” – most people react favorably to sunsets.

UX design = combining three types of activities
Designing a “user experience,” therefore, represents the conscious act of:

coordinating interactions that are controllable (choosing food ingredients, training waiters, designing and programming buttons)

acknowledging interactions that are beyond our control (uncomfortable seats in a 100-year-old theater, lack of fresh produce in winter, low-hanging clouds that hide a sunset.)

reducing negative interactions (providing tents as emergency shelters at outdoor events in case of rain; making sure restaurant seating next to the noisy kitchen door is the last to be filled, putting in an extra intermission so folks can stretch their legs).

A good user-experience designer needs to be able to see both the forest and the trees. That means user experience has implications that go far beyond usability, visual design, and physical affordances. As UX designers, we orchestrate a complex series of interactions.

“Jack-of-all-trades” is not a bad thing
The old expression “Jack of all Trades, Master of Nothing” suggests that being a "Jack" is somehow less valuable than being a specialist. Or that a “Jack” has only slight knowledge of the individual subjects. I think both interpretations are faulty.

User experience turns this maxim on its head – good UX designers understand a lot of subjects to a fairly sophisticated degree, including business models. They are not dilettantes and they possess more than the rather cursory knowledge demonstrated by most project coordinators. Alas, many of today’s UX practitioners promote their individual specialties (information architecture, graphic design, usability, etc.) at the expense of others – often demonstrating a narrowmindedness that is downright counterproductive.

Jacks-of-all-trades unite. Our time has come!

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  53. Hi Eric,

    Overall, I like your definition. Last things first - I consider the "talented generalist" label a very good thing, with the disclaimer that "talented" is not something that I would choose to call myself, but I do aim for it. Jacks of all trades are vital - we do need to know enough to talk to the CEO and the database guy and the toilet cleaner and the project manager - without getting tied down to specialisations.

    If I can paraphrase, your coordinating interactions and acknowledging interactions are enabling the end users to "give me the strength to change the things I can, and the wisdom to accept those I cannot". I've not thought of it in these terms before - I know we enable virtuous behaviour, and clearly let people know what they can expect, but this seems to go a step beyond.

    Altogether, very tidy sir, and I thank you for writing it.

    Best regards, Andrew

    Comment by Andrew Boyd - 12:35 11.01.2009
  54. I really like the definition, and explanation, you've laid out in this post. Your description of user experience makes it very synonymous with brand perception, which I think is right on the money.

    Comment by Steve Baty - 12:55 11.01.2009
  55. Hi Andrew, Hi Steve,

    Thanks for the kind words.

    First, Andrew, I too like "talented generalist." I may have it put on my next business card. And your association to Niebuhr's "Serenety Prayer" was quite brilliant.

    And Steve, thanks for pointing out the parallels to branding in this. Having worked in advertising for years, my vision is clearly colored by my chequered past :)

    Comment by Eric Reiss - 15:24 11.01.2009
  56. Thanks Eric. This is a great discussion of defining UX. As a fellow 'Jill-of-all-trades', I agree with your conscious act of describing designing a user experience :-)

    Regards Caronne

    Comment by caronnect - 15:25 11.01.2009
  57. Hi Caronne,

    "Jack and Jill went up the hill..."

    Hopefully, this will cease to be an uphill battle at some point. Thanks for supporting the effort!

    Comment by Eric Reiss - 15:38 11.01.2009
  58. "Jacks-of-all-trades unite. Our time has come!" - HEAR HEAR! Would also like to also extend this sentiment to all the Associations under the banner of UX :)

    Comment by Daniel Szuc - 17:30 11.01.2009
  59. In these matters (e.g. 'Defining the damned thing'), there are two attempts generally. Attempts to specify what it is NOT ('Whitney') and attempts to specify what it IS ('Eric'). Both attempts are legitimate, but 'just' POVs and that's fine. For me personally, these two academic docs (.pdf) have helped me thinking about UX et al. a lot. Maybe it will help others too.
    <a href="http://cost294.org/upload/408.pdf" rel="nofollow">User Experience: Towards a Unified View</a> and
    <a href="http://141.115.28.2/cost294/upload/506.pdf" rel="nofollow">Towards a UX Manifesto</a> (MAUSE). Mostly of European origine. ;&gt;)

    Comment by Peter J. Bogaards - 21:57 11.01.2009
  60. Nicely put together, and already very useful in simply breaking things down for others.

    I think your "Jack of All Trades" reference is spot on, and one that plays to some of the shortcomings in the industry today. That is, many of us "came up" through no formal education in the field, but instead through other walks of life. We may have been drawn by something that made sense to us and that we could make sense out of--and that has been shown to be quite useful, but we did not always come by it honestly. Because of this, I suspect many of us took on all kinds of new challenges to learn and explore and help create niches.

    I'd say we have become very good at synthesizing a variety of information and applying your three types of activitis.

    Good stuff, Eric.

    Comment by Russ - 00:30 12.01.2009
  61. First, Russ, thanks for your kind words. Daniel, too. How wonderful that Jack-of-all-Trades resonates with so many in this industry. This is similar to what we experienced on the SIGIA list back in April-May 2000 - we all had remarkably interesting and diverse backgrounds.

    Do keep in mind, though, that we UX folk can actually do a LOT of things very well. Our lack of specialization does not imply lack of depth.

    Peter, thanks a million for the two academic links. I'm familiar with the MAUSE stuff, but hadn't seen the Oslo document.

    I would like to point out that my definition is more that merely POV; we actually incorporate it actively in the FatDUX development process where it provides a working framework for our second phase, "analysis".

    As I mentioned, I am familiar with the MAUSE stuff. In fact, you've probably noted that I've been inspired by the work of Marc Hassenzahl, although his hedonic/pragmatic model isn't quite as practical as he suggests; my interactions are easier to analyse, chart, and act on than Hassenzahl's rather more nebulous hedonic perceptions. And I see a much closer correlation between the pragmatic side of things and the somewhat etherial hedonic aspects.

    And our clients understand my model, which doesn't hurt either.

    But there's a lot of important reading here for folks who are genuinely interested in learning about UX.

    Thanks, Peter, for sharing this with us.

    Comment by Eric Reiss - 13:02 12.01.2009
  62. Good article Eric; could perhaps extend the definition of UX design to include success measures as a goal in addition to consciously undertaking those activities. Something like this http://www.nnyman.com/personal/2006/03/03/definition-of-user-experience-second-version/.

    But strictly speaking design doesn't imply or neccessitate good design.

    Comment by NathanaelB - 03:40 13.01.2009
  63. Interesting definition. UX = the sum of a series of interactions seems right.

    'Acknowledging interactions that are beyond our control': this has got to happen at some point during a project, but I guess I tend to think of being a UX evangalist, and standing up for the UX against other interests such as the business goals, politics, etc. So that it's not the UX designer's primary job to keep business strategy goals in mind, even though he'll have to compromise to accommodate them. But I guess being too evangelical can be counter-productive.

    Comment by Ben Hayes - 12:43 13.01.2009
  64. Hi Eric. Good stuff. I found myself nodding and thinking: Very refreshing: A new perspective. Also the fact the you, sort of lift it to a broader sence of 'experience', in referring to mainly non-technical situations. I might add that one of my favorite user experience designers is Gordon Ramsey! (if nothing else, then at least for the linguistic experiences he gives me...)

    But then again, we don't see many outside the IT-business with the title User Experience Designer/specialist, even though thats what they are.

    I also thought: I love definitions, they communicate things (hopefully) clearly to others - but the next step must surely be: How to put them into use. There is a great lust to define in our area of work. Especially IA is defined over and over again. To an extend where I think "So what". Tell me what it can do for me instead - or be able to tell anybody, whoever they are. So the same goes for user experience. Lets also talk about what we can do with this definition. What logic or wisdon is it we can take from it and use persuade other to accept it as something they should include into their respective projects.

    In other words, what is it we (myself included) find so luring about these definitions, and how can we put that energy into use, when people say "that sounds cool, what can it do for me?".

    Comment by Ole Gregersen - 23:39 13.01.2009
  65. What I like about your definition is that it does not focus so much on technology as much as it focuses on the human experience. Sometimes I think that the UX field, and the diaspora of related UX professions, focuses too much on making technology and does not spend enough time focusing on helping people live their lives. UX designers should be able to do their jobs with or without the presence of a computer. Sometimes a pencil and a sheet of paper are all the technology we need.

    Comment by Allison - 17:47 14.01.2009
  66. Eric, there is no "digital" in your definition of either "user experience" nor "UX design". In recent years UX has been used for digital environments, where "experience design" was used to refer to mixed or physical/mental-only experiences (like exhibitions, signage, shows, parks, etc.). Do you see "user experience" as going beyond the digital realm?

    FYI, my old definition of UX, heaviliy influenced by the one from the Nielsen-Norman group, is:

    "The User Experience (UX) encompasses all aspects of the end-user's interaction with a company, its services, and its products.

    It combines aspects of:
    * marketing &amp; communication
    * brand design
    * visual design
    * information architecture
    * interaction design
    * copy &amp; technical writing
    * usability engineering
    * software engineering
    * customer relationship management

    The ideal user experience allows users to:
    * explore engaging products and services designed for them specifically;
    * use their vocabulary, and accommodate their expectations;
    * adapt the products and services to their preferences;
    * rely on other media channels for support;
    * while making use of previous experience with the company's service."
    (http://www.peterboersma.com/blog/2004/09/user-centered-design-my-definition.html with totally the wrong title)

    Oh, and I appreciate that you do not refer to specific fields that overlap with UX design (and that your examples are all over the place), but also miss these links a bit...

    Comment by Peter Boersma - 02:03 15.01.2009
  67. Wow. What a lot of great comments. Thanks.

    I’ve been away from the blogosphere the past couple of days (FatDUX has just opened its first office in Poland). But let me come with a couple of comments of my own.

    NathanaelB – Good point. I avoided judging outcomes, though, as these are very individual and change over time. In fact, I’ve had projects where information needed to be available for legal reasons, but for UX reasons, we wanted to keep it as far out of sight as possible. In this instance, good user experience included making information hard to get. I wouldn’t want to include that in a definition :)

    Ben – Great comment. I know where you’re coming from and I, too, take a hardline stance against internal politics and other crap. Look at my first Dogma rule for proof of this. However, I do feel that one of the big problems our industry is facing these days is the fact that UX designers do not understand business issues. For my own part, I cannot separate UX and business. You need to understand both sides of this equation. And if you do, the UX will be great and the business issues will also be satisfied. To ignore business needs, for reasons of either hubris or ignorance, will inevitably lead to failure of both the business and the UX. But you knew this already :)

    Ole – I knew someone was going to ask us how we applied this in our daily work. That will probably be the subject of a follow-up article. But suffice to say at this point that we do use this definition actively during our analysis phase to create a kind of UX roadmap that tells us of opportunities, pitfalls, and everything else in between. In our later phases, we use the definition to evaluate our work and fine-tune our solutions.

    It’s really an incredibly versatile and useful definition. I'll write more about this later.

    Allison – I’m SO with you on this. Technology is completely secondary to UX. More in a moment.

    Peter – No, there is no digital in the definition because technology is entirely unrelated to the generic concept of user experience. And having worked for over three decades in advertising and the entertainment industries, I have met "event makers", "attraction engineers" and a host of other non-digital UX folks, but only recently someone who actually called herself an “experience designer” - and she WAS a digital designer. Quite frankly, I cannot accept your semantic distinction between a “user experience designer” and an “experience designer.” I trust Jesse James Garrett will back me up on this. Otherwise, he wouldn’t have spent the entire introduction to his book talking about alarm clocks, gas caps, and coffee-makers.

    Although I respect your definition, it is not one that helps me communicate UX to my clients, family, or friends. And it does not provide a tool that I can use in my business. With all due respect for the Nielsen-Norman Group, I don’t necessarily think that their thoughts always deserve to be carved in marble. Although I’ll go along with their somewhat broad premise, which acknowledges the importance of interaction, I ask you to consider this paraphrase of your elaboration:

    A cake combines aspects of:
    - milk
    - eggs
    - flour
    - baking powder
    - sugar

    The ideal cake allows people to:
    - chew
    - digest
    - satisfy hunger
    - while making use of the utensils previously put at their disposal.

    Is this really a useful definition of a cake? I don’t think so.

    Finally, I'm sorry you lack specific fields that relate to UX design. Again, Peter, this was a conscious choice/omission from my side. The names of the professional fields change frequently, whereas the three categories of interaction I describe have remained constant since the dawn of time.

    Comment by Eric Reiss - 22:49 19.01.2009
  68. Just for fun, substitute "ciastko" for "cake" in the previous post. Would you know what this definition meant?

    Print it out and show it to someone. See if they can guess what you are referring to. Not a good way to sell the concept of a cake, is it?

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  69. Wow. The simplicity of your definition is what makes it so brilliant. Thanks.

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  70. Hi Eric, great post and a brilliant boiling down of the essence of experience. I tried a few months ago to look at UX from a product and business perspective, admittedly from a digital point of view. I would be interested to know your thoughts anyhow http://userpathways.com/2008/11/14/defining-ux/

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  75. Thanks for your kind comments, David. Do check out my follow-up post about quantifying user experience (it's listed under "must read posts". I look forward to hearing what you think.

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