Category:User experience -> UX strategy -> Meeting -> Three questions
Jared Spool’s “three questions”
- Vision: “Does everyone on your team know what the experience will be like interacting with your offerings five years from now?”
- Ignore the specifics of the design or the system; strive to understand the experience of the user.
- Looking five years out encourages ignoring the immediate realities and limitations and puts the focus on possibilities.
- Only those teams who are not too busy putting out daily fires and do not have different individual visions will be effective.
- Feedback: “In the last six weeks, have your team members spent at least two hours watching people experience your product or service?”
- If you’re not watching your users, you’re not learning from them. Spool maintains that this is usability testing or field studies, not surveys or satisfaction measures. The latter are flawed because they return only disjointed pieces of the picture, e.g., users are frustrated, but no one knows why.
- Without valid, direct data from users, team members can speak only to their own user experience which is likely to be unlike the audience’s user experience.
- Culture of failure: “In the last six weeks, has your senior management held a celebration of a recently introduced design problem?”
- Spool writes, “In a culture that pushes for frequent small changes, problems become opportunities for improvement.” Failure is an opportunity to learn about users’ needs.
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