How Has User Feedback Altered Design Approaches as a UI Designer?
When it comes to crafting user experiences, the voice of the user can be a powerful catalyst for change. We've gathered insights from UI/UX Designers and Product Designers, who share four pivotal moments when user feedback reshaped their projects. From a shift to an 'Outside-In' design approach to a refocus on privacy over social sharing, these real-world examples highlight the transformative impact of user input.
- Shifted to 'Outside-In' Design Approach
- Adjusted for User Expertise Levels
- Prioritized Elderly User Accessibility
- Refocused on Privacy Over Social Sharing
Shifted to 'Outside-In' Design Approach
The project I worked on had goals for the upcoming year, and based on those goals, we created features and ideas. However, we saw that most features we created weren't used as much as we had hoped. Because of this, our process became a "feature-factory" of things the users did not really need. We had an "inside-out" mindset.
A few of my colleagues with whom I've worked on this project were also not happy with the current approach we had within the company. We shifted our thinking to a more "outside-in" approach by taking small steps. First, we started by talking with customer support: What were the most asked questions they received? Based on this, we identified opportunities. Then we reached a point where we conducted a few user interviews based on our identified opportunities before adding them to the backlog.
We actually saved money by first listening to the user and not developing new features, only to eventually have to kill them because nobody was really using them. Also, we had data to back up why we were designing certain features, which led to a greater understanding of UX by our internal stakeholders.
Adjusted for User Expertise Levels
Feedback related to users' level of expertise, skill, and/or prior knowledge of the subject matter greatly affects my design approach. This kind of user feedback allows me to design for different types of users and strategically reduce the amount of cognitive load required to interact with a design or product.
User feedback as simple as, "I don't know what that means," when looking at an existing product, completely alters my design approach. It lets me know if I can jump into mid-fidelity iterations or go all the way back to user research.
For example, someone with a high level of skill/expertise and 10 years of experience in their industry may need a design streamlined for task completion and that fits into their existing workflows, something familiar to them. I've learned in my current role sometimes this means not oversimplifying the design and maintaining aspects of a design that might not make sense to me but make complete sense to the user.
Prioritized Elderly User Accessibility
In healthcare, user-centered design is paramount and a key element to our consulting practice in humanizing digital transformation. Here's an example:
In designing a patient portal for appointment scheduling, initially, we focused on a sleek, minimalist interface. User testing, however, revealed a key issue: elderly patients found the limited text and small icons difficult to navigate. Feedback highlighted the need for larger fonts, increased color contrast, and clear labels.
This completely shifted our approach. We prioritized functionality over aesthetics. The redesigned portal featured bigger buttons, step-by-step instructions, and even voice-activated search. Usability testing with the revised design showed a dramatic increase in successful appointment bookings, particularly among the elderly demographic.
This experience underscored the importance of designing for ALL users, not just the tech-savvy. In healthcare IT, user feedback isn't a suggestion; it's the foundation for successful patient engagement. It ensures our designs empower, not frustrate, the individuals who rely on them most.
Refocused on Privacy Over Social Sharing
While designing a fitness app, we placed the social-sharing features prominently, thinking users would want to share their progress often. However, feedback revealed that users found this intrusive and preferred to keep their fitness journeys private. Based on this, we redesigned the app to prioritize personalized goal tracking and private milestones, which significantly improved user satisfaction and engagement. This experience underscored the importance of user feedback in understanding true user preferences and needs.
