In a recent leadership podcast, one comment stood out:
“A great leader doesn’t just fix what’s broken”*
I love that quote and it made me wonder how it applies to user experience. Think about it…how often a user experience stalls because all design time is spent designing fixes to customer problems within the bounds of the current product rather than keeping focused on the overall user experience mission?
A seemingly common pattern in designing a great user experience is to have a grand vision…a mission statement…for a product’s user experience, work feverishly to make its first release as good as it can be, and ship it. However, as soon as the first release is out, customers request to fix pain points or add tweaks to improve what was shipped. Naturally, we want our customers happy so we focus our next releases on solving those pain points.
While reacting to customer feedback is important, how we react could make the difference from a ‘decent’ user experience to a ‘killer’ user experience.
If we are not careful, we can quickly narrow our design focus on how to solve the problem to be only within the bounds of our current product’s capabilities or infrastructure. We forget our user experience mission (or maybe just let it fade?) and as a result the user experience fades as well.
While patching a current UX may solve a customer’s current problem, I wonder if it actually reduces that customer’s overall satisfaction? If we keep accommodating repair requests, we may never have the chance to surprise and delight that customer with the killer UX envisioned in the original mission.
For me, creating a UX mission statement for each product is essential. That mission statement, along with our target personas, drive everything. When we do get customer requests, I find it useful to look at the request through the lens of that mission to see if it should be repaired directly, or if we can surprise and delight them by producing something much better that moves us closer to the overall vision.
What do you think? What other ways can we apply “Don’t just fix what’s broken” to keep improving our user experience?
* From Andy Stanley’s Leadership podcast