Designing the user experience beyond the interface

摘要

There is more to a good user experience than attractive products and services that solve problems a user may have, and which function according to a given set of requirements. Creating products and services that provide compelling experiences for users requires planning, resources and processes for monitoring progress and measuring quality. Modern users are savvy and demanding, and their expectations are high. They want products and services that provide some level of value. They want them to be aesthetically pleasing, emotionally satisfying, as well as easy to learn, use, install, maintain and upgrade. The need to attract new customers and retain existing ones in a competitive business environment is pushing telecom operators towards the creation of products and services that deliver intuitive and tailored experiences. Similarly, Ericsson is shifting from being driven by technology to being driven by needs and experiences. This shift has manifested itself in the development of a design approach that gets close to the user - a user experience (UX) framework including roles, responsibilities and guidelines that help to better understand, define and meet users' needs.