Every interaction a staff member, student or member of the public has with our digital products and services will shape how they feel about the University.
Bad user experiences stick in memory
We rarely remember whether a system was technically sophisticated or had loads of dazzling features, but we do remember frustration and time wasted. Confusing processes, unclear language and difficult-to-use navigation all create friction that lingers way longer than the time the task took. And we will complain far more than we will praise.
Alternatively, a good user experience allows us to do our jobs effectively, and reduces workarounds, scattered documentation, duplication and avoidable support requests.
Small shift in mindset, big impact
The good news is that the user experience is not just the responsibility of the UX Centre of Excellence. Everyone involved in shaping our services, from policy and process to content and technology, has a part to play. Shifting the focus from ‘how the product works’ to ‘how users experience it’ is a small change in mindset that can make a significant difference.
If you are interested in learning more about how you can improve users' experiences, then sign up to one of our free February sessions.
