Revisiting the Three Questions for Great Experience Design

These three crucial questions can shed light about how you and your team work to address issues of vision, feedback and culture. Spool says “teams that answer these questions well are far more likely to create great experiences than the rest of the pack.”

Question 1: What will the experience be like five years from now?
While we all work towards a goal, it’s imperative to make sure that everyone not only understands the goal, but is also able to articulate it in such a way that illustrates how the user will interact and complete the transaction. Looking ahead five years ensures that the actions go beyond the “immediate reactive requirements and starts considering what a great experience could be.”

Question 2: In the last six weeks, have your team members spent at least two hours watching people experience your product or service?
It goes without saying that if you’re focused on user experience, learning how people engage online requires observation. If you’re not watching, you can’t advance their experience. From usability tests or field studies, it’s necessary to spend at least two hours observing the current experience.

Question 3: In the last six weeks, have you celebrated the problems discovered in the user experience?
Spool believes that problems become opportunities for improvement. Establishing a culture that accepts failure, as well as appreciates it as a way to learn about the users and their needs, can learn best from their mistakes. Ultimately, by making the learning process explicit — offering rewards and acknowledgment for finding bugs — the culture starts to look for it.

Associated Link: More: Three Great Questions

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