An underlying assumption of ‘user experience’ is that we are Agents of Change
This posting is inspired by (and extracted from) my contributions to a LinkedIn discussion thread “How correct it is to adopt UX/CX best in class trends unilaterally?” It got me thinkin’…
On the one hand … “Improved is good”
Let’s also admit that improving an existing, well-accepted norm is a heavy lift.
But also … “Change is difficult”
… on general principle – no matter how good the new version is.
Mind you, I’m not arguing against new forms, but feel that introducing a new way (especially of doing something that already ‘ works okay ‘) carries a bigger load than just time&motion improvement.
- There should be lotsa ‘acceptance’ testing.
- Plus+ probably investment in ‘handholding the change’.
Statistical observation: With every passing day, there are fewer and fewer “new (i.e. naive, inexperienced) users”.
… which means that we are likely to encounter the overhead of inertia.
And my personal bugaboo:
We get the one button data driven by ‘dark decision-making’.
These one-click solutions may represent simplistic ‘ ease of use ‘, but there’s also a loss of autonomy and agency.
Case in point…
It’s an iconic paper envelope . The metaphor is already out-of-date. Many younger people have never used one. It will soon be a symbol-without-practical-meaning… even though it is an established “standard”. At what point do we change it? Will the new symbol be object-based – or will it reflect function? Will everyone agree on the ‘new standard”? Does our ‘e-mailing’ behavior change, as well?
et cetera …