User experience lifecycle

“User experience” term is typically referenced to situations of relationship between user/customer and company and its digital products. User experience is how the user gets aquainted with product, how she/he decides to buy it and how gets familiar with it  (i.e. “onboarding”), how he/she interacts with the overall brand, how she/he continues to use the product and buys extra features and so on.

Generally, the same principle applies to operators of professional products, with several major differences.

User is not customer

The first one — and the most important — is that the user of the product is typically not the customer or the owner of the product. The decision to use the product in organization is accepted by management — and typically managers are not the end users.

That is why it is almost useless to add any marketing/sales stuff inside the product — it will simply not reach the required audience. And that is why the role of the visual design of end user UIs, that is very important for positive emotional perception of the product in B2C-markets, is not really critical. The role of visual design and aesthetics of the product is purely functional — to make perception of the system more effective and give less distractions and clutter to interaction process. We will study this aspect later in this course.

Studying before usage

The more complex the product and subject domain are, the more important is stage of studying the product usage before the usage itself. If customer products are typically ready to be used without preparation (at least the most simple and basic scenarios), professional products, where effectiveness and  safety are critical, are basically can not be used without extra preparatory stage.

This stage can be passed with just watching Youtube videos for simple products. But for more complex ones, it can be a week or several weeks of attending special courses — like some courses of ship bridge navigational equipment and so on. Moreover, studying such products can be repetitive to prolongate personal certificates, and combined with studying of subject domain.

For instance, it is impossible to handle the airplane without learning multiple theoretical courses and practical usage of innumerable amount of cockpit flight instruments and controls.

 

Next: Related knowledge domains and sources