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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 | · What do users think about the product? Is it useful? Is it valuable? Do they find it credible? | |||||
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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:
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FEEL · How do people feel about the product? Do they find it desirable? Also, do they feel it’s credible? | |
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DESIRABLE | CREDIBLE |
Often framed in terms of ‘visual aesthetics’, but can be so much more: For someone to want, enjoy using, | |
return to a product/service, |
and hopefully recommend it to others: we can layer in an understanding of how emotions impact the brain (e.g. stress and decision making, emotions and memory). The emotional ‘tone’ of our experience needs to match the context. What it entails:
‘Desirable’ experiences involve almost everything in this table. | Broadly, trust in government is a hot topic these days. For the Academy, IM/IT folks will be trusting us to provide credible support for the very difficult work they’re often asked to do. What it entails: |
DO or USE · When it comes to actually using the product, is it findable, accessible and usable? | ||
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FINDABLE | ACCESSIBLE | USABLE |
What it entails:
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