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Current Experience Research: Identify the Starting Point of Our UX Journey
Without understanding the current experience we can’t appreciate the entire journey.
We can’t get people excited about solutions if they think we are already there, we have to show them the distance between the vision and the current experience.
The experience vision must be vague enough that we won’t focus on solutions, but on the problems to solve, which are the problem that today are preventing our users from going the current experience to the UX outcome. So we need to represent a shared understanding of the current experience, in order to explain what the problems are that people are running into, then come up with solutions for that, which work as improvements to get to the UX outcome. This means that we have to hone in to what’s going now.
We need to understand what is happening in the current experience, that’s the key thing that we need to start with.
When we work on our experience vision we’re saying “What would this look like if it was delightful all across?” (aspirational experience).
If in the market, no matter what products they’re using, all the products provide poor experiences in the same moments, users may not even complain about it because they don’t know that it can be different: for example, back in the days of the Apple Knowledge Navigator, it never occurred to anybody that for a computer to take five minutes to boot was a problem.
When you have a solid research, putting together an experience vision is actually quite simple.
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