User experience, not user control

Amongst the bizarre interpretations I’ve seen applied to User Experience is the notion that UX is a coercive or manipulative pursuit. You can just see the eyes of cynical marketeers* light up at the thought that some form of Jedi mind trick might be available to lead consumers trance-like to a destination not of their own choosing.

Granted, dark patterns have emerged, for those who feel that unethical practice is the way to go. But the idea of control is a false premise.

The language of user experience design has made the transition into the marketing lexicon of web design. It’s become the phrase du jour in many client conversations, too; businesses quite naturally want to know what a more informed approach to design can deliver for them. The return on investment in UX is undeniable.

In the heat of a pitch, or to satiate a demanding client, it can be tempting to paint UX design as an exact science, a precision sport. And it isn’t.

It is the path of sanity in a world of ‘inspired’ guesswork and ego-driven design indulgence. Better of course to hypothesise, test and iterate during development than to rely on guesswork, only to find out a design is ineffective when it should be making a difference for your organisation.

Any claim to control the user’s experience is however a false one, akin to claiming that traffic flow is ‘controlled’ using traffic signals and road signs. People are not predictable animals. We may be engineers of the user experience; we can guide, inform, facilitate, enable, assist, and more. But we cannot control.

As a UX practitioner, to suggest otherwise is dangerously over-promising.

 

 

* Were such a thing were to exist…

About the author

Rick Monro

Rick has led and managed design teams in agencies in Ireland, provided UX consultancy for both public and private sector clients and is currently User Experience Lead with Contrast. He is also a syllabus consultant and lecturer for the Digital Marketing Institute and organiser of UX Belfast.

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By Rick Monro

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In My Experience is the personal blog of Rick Monro, a designer & researcher in Belfast, N. Ireland

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