User experience

Be upfront when you can’t meet user needs

Lorien Kaye

As content designers we’re always trying to meet our users’ needs in the best and clearest way possible. That’s the very essence of our job. So what do we do if someone comes to our content with a need we just can’t meet?

We’ve faced this problem working with a few clients lately, especially in government where law and regulations come into play.

The TLDR version: be upfront.

Your UX problem is (probably) actually a content problem

Chantelle Perera

We do a lot of talking to people about what’s wrong with their website. 

They tell us:

‘It’s not engaging’
‘It’s not interactive’
‘People constantly call us to ask about stuff that’s already on the website’. 

That last one is usually yelled with the desperation of someone who has explained 347 times that yes, the opening hours on the homepage – you just need to scroll down.

They say their website is ugly, clunky and dated. They’re frustrated by the lack of videos or beautiful, high resolution photos. They say the site ‘needs some UX’.

A lesson from ATMs: Don’t add features your users don’t want!

Angus Gordon

Lately, every time I’ve visited an ATM, I’ve come away a little bit annoyed. This has made me think about what we do when we make websites, and about not saying “yes” to a new feature unless we really know our users want it.

Getting money out of an ATM must be one of the most meticulously designed user experiences in the world. ATMs have been around – at least in prototype form – since the early 1960s, so designers and engineers have had plenty of time to refine how they interact with customers.