via Video - UX Outcomes - The UX Leader’s Secret Advantage - Talk UX Strategy with Jared SpoolVideo - UX Outcomes - The UX Leader’s Secret Advantage - Talk UX Strategy with Jared Spool
Recording: UX Outcomes: The UX Leader’s Secret Advantage - Talk UX Strategy with Jared Spool
When people talk about UX work, they almost always talk about deliverables.
They talk about creating personas.
They talk about conducting stakeholder interviews.
They talk about creating process flow diagrams.
They talk about creating journey maps of how users interact with the product.
They talk about creating service blueprints of how the service works behind the scenes.
They talk abou...:
This is the role of UX Outcomes.
- ==UX outcomes are meaningful improvements to the lives of our customers’ and users’ lives.==
An outcome is an observable change in the world. @16:40 ~
- Outcomes can be positive or negative.
- For a UX outcome, we want to focus on positive change.
- We don’t want the change to be harmful to our users or customers.
UX outcomes are different from business outcomes. @18:20 ~
- Business outcomes are observable changes to the business.
- They can be increased revenue or customer retention.
==We want to prioritize UX outcomes over business outcomes.==
- Focusing primarily on business outcomes can result in harming our customers and users.
When we focus on UX outcomes, we’re focusing on improving people’s lives in a meaningful way.
- When we improve the lives of customers, users, and others affected by the use of our product, we increase the value of the product.
- By showing the improvement in people’s lives, we move away from outputs.
- ==We still need deliverables to do our work.==
- However, they’re not the objective of UX work.
The objective is to improve the lives of customers, users, and others who are affected by our products and services.
- This has clear connections to value.
- Customers whose lives are improved will pay more.
- This is our secret advantage.