Push and Pull Research Notes
Know Thy Customer – The Power of Pull
Management: Tasks, Responsibilities, Practices by Peter Drucker, Harper and Row (1973) p. 64-65
When designing UX, We should acknowledge the rich, dynamic, interconnected blend of qualities that shape the user experience honeycomb.
As practitioners, we can not be content to paint within the lines drawn by managers. We must have the courage and creativity to ask whether our products and systems are useful, and to apply our deep knowledge of craft and medium to define innovative solutions that are more useful.
Ease of use remains vital, and yet the interface-centered methods and perspectives of human-computer interaction do not address all dimensions of web design. In short, usability is necessary but not sufficient.
Our quest for efficiency must be tempered by an appreciation for the power and value of image, identity, brand, and other elements of emotional design.
We must strive to design navigable web sites and locatable objects, so users can find what they need.
Just as our buildings have elevators and ramps, our web sites should be accessible to people with disabilities (more than 10% of the population). Today, it’s good business and the ethical thing to do. Eventually, it will become the law. Standards-based design for accessibility also supports access via mobile devices.
Thanks to some ground-breaking research out of Stanford’s Persuasive Technologies Lab, we are beginning to understand the design elements that influence whether users trust and believe what we tell them.
Finally, it’s not just about the user. Our sites must deliver value to our sponsors. For nonprofits, it must contribute to the bottom line and improve customer satisfaction.