| Panel | ||||||||
|---|---|---|---|---|---|---|---|---|
| ||||||||
On this page:
|
1️⃣
What is User Experience, anyway?
If Service Design supports the operations necessary to deliver a good customer experience, how can we break down what makes a good experience?
Enter: the UX Honeycomb, developed by Peter Morville. Why this model? Gathering UX resources can be tricky — sometimes there is a private sector slant that makes the resources incomplete, or sometimes downright irresponsible, for public service contexts. Public sector design needs to consider risk, harm, and accessibility for all vs. profit, growth and competition (this is a biased oversimplification).
*Please note, in practice the work isn’t quite as neat-and-tidy as the table below might suggest, e.g. practices that make an experience usable also make it credible. A disclaimer that the distinctions below are rigid for clarity, in practice the work is more fluid and intersectional.
THINK | FEEL | DO/ USE | ||||||
|---|---|---|---|---|---|---|---|---|
USEFUL | VALUABLE | DESIRABLE | CREDIBLE | FINDABLE | ACCESSIBLE | USABLE | ||
For an experience to be useful and valuable, we need to understand why we’re offering the experience (business) and why someone is interacting with it (user). The experience needs to solve real, whole problems and have measurable impact. What it entails:
| Often framed in terms of ‘visual aesthetics’, but can be so much more: For someone to want and enjoy using something, we need to consider how emotions impact the brain (e.g. stress and decision making, emotions and memory) and how emotion drives how someone feels about our service and product experiences. The emotional ‘tone’ of our experience needs to match the context. What it entails:
| Trust in government is a hot topic, and What it entails:
| What it entails:
| What it entails:
| What it entails:
| How to test/measure:
| ||