UX design: It takes a village
It’s not UX/UI. UX is a much broader discipline than UI,” said Jason Wong, research VP at Gartner. “UI looks at how the user interacts with a given application. UX includes user research, content, performance and back-end so you need a team to help execute that.”
Beyond graphics, UX designers and testers must contemplate conversational interfaces, immersive experiences, and the IoT.
“It’s not just about graphics, it’s about tones,” said Wong. “We’ve seen companies hire copywriters from the movies and TV to help script responses for chatbots and hone what that voice response should sound like in terms of a voice interaction. Very complex things like that are still emerging which UX is still trying to grasp because they’re so new and they’re constantly changing.”
Instead, they think about the tasks they want to accomplish. For example, noisy airports aren’t the best settings for phone calls or voice interfaces, so an individual might choose to check a credit card balance using a smartphone or laptop. However, while driving, the same person might call the credit card company and check her balance using an interactive voice response (IVR) system.
An emerging role is the UX architect, who considers the digital landscape beyond the UI level, such as performance requirements and the services that will be necessary to deliver experiences across multiple touch points.
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