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UX Workshop with E1, 15.10.2024

About the Event

In unserem UX Workshop mit E1 hatten wir drei verschiedene Themen zur Auswahl. Nachdem wir uns in Kleingruppen für ein Thema entschieden hatten, durften wir an unseren Themen arbeiten. Mit Hilfe verschiedener Designmethoden erarbeiteten wir unterschiedliche Lösungen für die gestellten Designprobleme.

Bei unserem Thema ging es darum, dass der Installationsprozess von Solaranlagen für den Kunden kompliziert und undurchsichtig ist. Teilweise müssen die Kunden bis zu 3 Monate warten, ohne zu wissen warum. Ziel des Workshops war es daher, eine Lösung zu entwickeln, diesen Prozess transparenter zu gestalten.

Outcome

Our approach is therefore to develop a diagram that makes it clear from the very first contact between the customer and E1 which steps are necessary both directly at the customer’s premises and in the background in order to install a solar system. In addition to a diagram, an explanatory video or a podcast would also be conceivable, with which the details can be visualized and explained even better, so that as few questions as possible remain unanswered for the customer from the outset.

We also want to optimize communication with the customer by automatically informing them by e-mail as soon as a new step begins. Conversely, if the customer needs to contact E1, it should be as easy as possible for them to get in touch with support. The scheme described above should take the customer directly to the right contact person. They can either use a button to contact the right person or report a problem online.

In summary, we want to optimize the entire customer communication process to such an extent that the customer no longer sees the need to contact support, as they no longer have any unanswered questions. The only source of information should be the website/web app, which everyone involved can access, keeping communication and support as simple as possible.

Reflection/ Key Takeaways

The most exciting thing about this workshop for me was to see once again how much you can achieve in such a short time. Apart from that, I also found it exciting to see how different the results of the individual groups were, despite the fact that we were all given very similar starting situations. This shows me once again how differently each and every one of us thinks and how important it is to exchange ideas and visions in a team. This is particularly important in the design process, as you can build on each other’s ideas and find solutions by combining the ideas of everyone involved that you would never have seen as an individual.

Another exciting point for me was to see what came out of the visualization of our ideas. We had already talked about our ideas for a few hours, but when it came to recording them, we were amazed to realize that we all had different “pictures” in our heads. This showed me once again how important prototypes are to make sure that everyone is on the same page and really talking about the same thing.

Translated with www.DeepL.com/Translator (free version)

Impact on my Thesis

My takeaway from this workshop for my thesis is that more than one person is often useful for the design process. Many design methods simply don’t work alone. Since I will be writing my thesis alone, it would therefore be worth considering getting feedback from fellow students from time to time and/or organizing small group-internal “workshops” in which everyone can bring their current problem and then try to find a solution together.

Links

• E1
• Photovoltaik bei E1

Summer School Retail Design @Uni Hasselt

About the Event

As part of this program, around 20 students from the FH Joanneum, the Politecnico di Milano and the University of Hasselt had the opportunity to implement a retail design project together with the cooperation partner, the local clothing brand Hympala from Hasselt, in four small groups as part of the one-week “Retail Design” course.

The course was mainly taught by Prof. Dr. Katelijn Quartier, who is an expert in retail design. Among other things, she founded the Retail Design Lab, a knowledge center at the Faculty of Architecture and Art at the University of Hasselt. Through the lab, she advises large and small retailers on how to create better and more experiential stores – including in the summer school. She was supported by her colleague Dr. Elisa Servais, also from Hasselt University, as well as Frederica Gaurnieri from Politecnico and Sigrid Bürstmayr from FH Joanneum.

Over the course of the week, we not only received exciting input on the topic of retail design, we also learned about new methods, such as the bubble plan, which are used in retail design and were then able to apply them ourselves in our small groups.

In addition to our classes, we went on several excursions. For example, one afternoon we visited the Hympala store in Hasselt, which we had to redesign as part of the summer school.

On another day, we went on a retail safari to Antwerp. Here we were able to gather inspiration in various „showcase stores“ of well-known and lesser-known brands. Like at Hympala, it was often less about the products for sale and more about giving the customer a real shopping experience. Here are a few pictures showing my personal highlights:

Outcome

The goal of the week was to redesign the store of the local streetwear store Hympala. Hympala is a young company that wants to give young people a place to meet and talk about their hobbies and style. They already have a small coffee corner, but it gets lost in the current store design. They would like to expand this corner and are also thinking about different workshop concepts that they would like to bring more into focus.

Therefore we have placed great emphasis on the Hympala workshop area and improved the general in-store-concept and the customer journey.

Our concept was based on offering young creative wear enthusiasts a space where they can meet and exchange ideas. To this end, we placed great importance on Hympala’s first impression. We digitized the shop window and created a way for customers to interact with the brand.

This „Mix&Match„-interaction gives customers the opportunity to digitally put together an outfit from all the items they can buy in the store and then try it on online. The outfit is then mapped to the customer using an AI and the customer has the option of having a Polaroid printed out of this digital outfit, sharing it online for rating in order to provide inspiration for other customers or having the outfit picked out by staff during opening hours and trying it on in real life or add them to your shopping cart on the Hympala website if the store is closed.

The outfits that are released for selection online can be rated. Once a month, the outfit of the month is chosen and is then displayed in the newly designed entrance area of the store, on the Hympala platform.

View Final Presentation

Reflection/ Key Takeaways

Impact on my Thesis

• New methods that can be applied
• Design thinking also important here, general validity
• here too, the focus during the design process is on the user

Links

• Program | Summer School Retail Design
• Masterclass Retail Design
• Retail Design Lab
• Hympala

On the second day of the World Usability Congress, the talk “Websites and Apps for Everybody – Making Accessibility Easy” by Mari-Ell Mets was the most interesting for me. Accessibility plays a major role in design – and probably also for my master’s thesis topic. The talk emphasised once again how important it is to integrate accessibility into the design of websites, apps and other digital interfaces. Accessibility is not just about usability, but also about creating an inclusive experience that accommodates users with different abilities. In this blog post, I will focus on the 10 key accessibility rules, which were presented, that address 80% of the most common issues in digital design and highlight their importance in creating a more inclusive user experience.

The Importance of Accessibility

Accessibility is vital for ensuring that digital products and services are usable by everyone, regardless of their abilities. An inaccessible website can lead to unhappy users, legal risks, and damage to a brand’s reputation. In contrast, accessible websites enhance usability, improve user satisfaction, and provide a better overall product. In my research, accessibility plays a key role in designing adaptive systems that meet the needs of all users, including those with permanent, temporary, or situational disabilities.

The 10 Accessibility Rules to Fix 80% of Issues

These 10 rules provide a practical framework for addressing the most common accessibility issues in digital design.

1. No Moving Content
   Avoid animations or autoplaying sounds that users cannot stop. Moving content can be distracting and disorienting. Provide a stop button for any moving elements.
2. Contrasted Colors
   Ensure sufficient contrast between text and background. Use at least 4.5:1 contrast for regular text and 3:1 for large text. This improves readability for users with visual impairments.
3. Adapt to User’s Settings
   Respect user settings like font size or color scheme. Use relative font sizes (e.g., ems) and avoid overriding browser settings to give users more control over their experience.
4. Support Keyboard Navigation
   Ensure your website or app can be fully navigated using just a keyboard. Avoid actions that require a mouse, such as drag-and-drop, and maintain a logical focus order.
5. Make Focus Visible
   Always make the focus visible when navigating with a keyboard, so users can easily track where they are on the page. Avoid hiding focus styles.
6. Specify Language in the Code
   Define the page’s primary language in the HTML code. If the language changes (e.g., a section in another language), update the code to reflect that.
7. Info & Relationships
   What is visually presented must be structured in the code. Use proper heading tags, table tags, and list tags to ensure that screen readers convey content effectively.
8. Name, Role, Value
   Properly label interactive elements (buttons, links) with name, role, and value to ensure screen readers can understand their purpose.
9. Text Alternatives for Images
   Provide alt text for informative images to ensure users with visual impairments can understand the content. Decorative images should be marked appropriately to be ignored by screen readers.
10. Clear Error Messages
    When users make errors, provide clear error messages with explanations on how to fix them. Ensure these messages are visible and readable by screen readers.

Best Practices and Tools

In addition to these 10 rules, regular testing with screen readers, keyboard-only navigation, and color contrast checkers is essential to ensure accessibility. Be cautious with accessibility overlay plugins, as they often provide only a superficial solution and may not fully address the needs of users. Instead, integrate accessibility directly into the design and development process.

Conclusion: Accessibility is Fundamental

The principles outlined in the 10 accessibility rules have significantly influenced my research on what can influence the interaction with interfaces, helping me focus on crucial factors such as user settings, keyboard accessibility, and color contrast. By applying these principles, I can design flexible and inclusive interfaces that meet the needs of diverse users while ensuring that the systems I develop are not only legally compliant but also empathetic to all users. Accessibility is fundamental for creating digital experiences that are usable by everyone, regardless of ability. These rules provide a strong foundation for improving usability, especially for users with disabilities, and will continue to guide my research on adaptive interfaces. By integrating accessibility into the design process, designers can create inclusive, adaptable systems that make the digital world a better place for all, ensuring a more comprehensive and enriching user experience for everyone.

Links

https://worldusabilitycongress.com
https://www.twn.ee/en
https://www.linkedin.com/in/mari-ell-mets/?originalSubdomain=ee

Key Insights for my thesis from two-day Conference in World Usability Congress, Graz 16.10 & 17.10

As a student and UX Designer, I’m happy and thankful for the opportunity to attend one of the world’s biggest UX events. These two days consist of inspirational speeches, delicious food (!), and networking. I also found some interesting input to my thesis topic, which is related, among other things, to User Behavior in Digital Contexts, Conversion Rates, and the Importance of User-Centered Design.
Many interesting topics were discussed during the event from the importance of transparent AI systems to accessible design and UX practices. The lesson from these two days focused on how businesses and designers can collaborate to improve UX while acting ethically and involving everyone.

Transparency, Problem Solving, and Storytelling in UX
During the first day of the World Usability Congress, many important elements regarding UX research were emphasized, particularly in respect to the need for making AI systems more interpretable and practical for the end user. Another important issue dealt with the matter of the transparency of AI and the importance of building systems which are not black boxes to the user. Users, however, seem to mainly use AI systems without knowing how decisions are reached most of the time, which is quite annoying, distrustful and can even lead to users’ apathy. This observation is in line with the objective of my thesis, which states that user-centered design can positively influence the user experience. This is where incorporating transparency as well as user feedback in AI features is very important for designers to build trust and enhance control, attributes which help increase conversion rates. Systems that are understandable and trusted are more likely to be patronized by the users.

Another key focus of the first day was how to effectively communicate research findings to business stakeholders. Change can only be achieved by UX research when its results are shared in a manner aligning with the interests of those making decisions. The importance of storytelling as a bridge between research and commercialism emerged. This is where UX designers turn UX insights around in a radical way; they explain the business value of user-centered design by showing the advantages of this approach—i.e. better customer satisfaction, retention, and conversion rates. This teaching is significant for my thesis as I assert that stakeholders will only be persuaded to embrace UX enhancements if they correlate these improvements with business metrics.

Accessibility, Ethical Design, and Future-Focused UX
The second day of the congress built upon these ideas, exploring more detailed aspects like inclusive design, applying ethics in UX, and the paradox of designing for the users that are not yet there. One of the most significant lessons was the stress put on accessibility within design systems. I got familiarized with design systems, and I understood the importance of being accessible for all users at almost every stage, beginning with primary styles and components, and even to full-page designs. Making sure that design systems are accessible is not just the case in many parts of the world that it is a statutory issue, like in the case of the European Union’s accessibility requirements, but is the essence of diversity designing. A considerate design allows for the end product to be used by a mix of people, irrespective of the functional ability of their bodies or minds.
This insight is highly relevant to my thesis, as it underlines how accessibility directly impacts user satisfaction and conversion rates. By making products more inclusive, businesses can tap into a broader user base, improve trust, and increase user engagement. Accessibility issues are often tied to general usability problems, meaning that addressing these concerns can improve the overall experience for all users, not just those with disabilities. This holistic approach to design is central to the concept of user-centered design that my thesis advocates for, showing that businesses can boost their bottom line by prioritizing accessibility.

In addition to accessibility, I learned about the challenge of designing for users who don’t yet exist. This is especially relevant for businesses developing products for emerging markets or future users whose needs and behaviors may not yet be fully understood. While personas are useful, they cannot always account for future trends or changes in user behavior. For businesses, it is important to balance innovation with best practices in UX design to create products that are adaptable to future user needs. This anticipatory approach is crucial for ensuring that digital products remain relevant and effective as user needs evolve, ultimately improving conversion rates as the user base grows.

One of the most thought-provoking discussions on day two revolved around dark patterns—deceptive design practices that manipulate users into taking actions they might not otherwise choose. While dark patterns can lead to short-term gains, such as higher conversion rates or more sales, they often result in long-term damage to a brand’s reputation and user trust. This raised important ethical questions about how far designers should go to influence user behavior. For businesses, the key takeaway is that ethical UX design leads to sustainable success. Respecting user autonomy and focusing on transparency and honesty will result in more satisfied and loyal customers, which in turn boosts long-term conversion rates and brand loyalty.

The day concluded with a session on shifting from cycles of failure to delivering quality and value in UX processes. Many UX initiatives fail because teams don’t engage in tough conversations about quality, or they struggle to align their work with broader business objectives. This insight reinforces the importance of translating UX improvements into business language. For UX designers, speaking in terms of metrics that matter to stakeholders—such as increased customer retention, reduced churn, or higher conversions—is essential for gaining support for user-centered design initiatives. This lesson is particularly useful for my thesis, as it highlights the need for UX designers to demonstrate how their work drives tangible business outcomes.

Integrating These Insights into My Thesis
The World Usability Congress provided insights that will greatly inform my thesis, which explores how UX design can improve both user satisfaction and business outcomes. Across both days, the emphasis on transparency, accessibility, ethical design, and alignment with business goals highlighted the importance of a user-centered approach.
By incorporating these principles into product design, businesses can create digital experiences that are not only more satisfying for users but also more effective at driving conversion rates and customer loyalty.

LINKS:
https://worldusabilitycongress.com/
https://www.twn.ee/en
https://uxpa.org/

The talk that impressed me the most on the first day of the World Usability Congress was “Why we do what we do – Loving the User” by Joe Lanzisero. It emphasized a fundamental concept in design—Human-Centered Design—and how this approach can transform not just products but the experiences users have with them. The core idea was that design must focus on people and their unique needs. This human-centric focus allows products and services to become deeply meaningful by addressing not just functional but emotional needs as well. The session explored the importance of treating users as “guests”, creating human touchpoints, and employing universal design principles.

Understanding Human-Centered Design

Human-Centered Design (HCD) is all about making systems more usable by focusing on the human experience. According to the International Organization for Standardization (ISO), HCD aims to create designs that are practical, user-friendly, and tailored to human needs. It is described as a holistic approach where human factors, ergonomics, and usability knowledge are applied to ensure that systems meet the needs of the users. Hannes Robier, in his passionate statement, explained that HCD is not about tools or technology. Rather, it is about understanding and caring for the human at the center of the design. His words are a call to designers: “If you don’t love humans, you should not work in UX.” This deep empathy for users drives meaningful experiences, making designs feel as personal and fitting as a comfortable glove or a well-tailored suit. Walt Disney was a perfect example of this mindset. When confronted with concerns over vandalism of the Main Street Vehicles, he disregarded fear and focused on creating beautiful things to inspire the best in people. Walt’s approach was to bring out the good in people, a perspective that resonates with HCD: Designing with care for the user’s humanity fosters positive connections.

Human-Centered Design: Treating Users as “Guests”

A significant shift within the talk was moving away from calling users customers to calling them guests. The term customer often implies a transactional relationship, while guest conveys a more personal, interactional bond. Treating users as guests invites designers to think about creating memorable experiences rather than just solving problems. In the context of Walt Disney, this shift was evident in his philosophy of exceeding expectations. He believed that by making guests feel special and respected, designers could forge lasting emotional connections. Disney’s focus on storytelling, which connected emotionally with audiences, proved the power of treating people with care and attention.

Universal Design: Addressing All Users

Human-Centered Design is not just about meeting basic user needs, but addressing the diverse spectrum of user abilities. Users come from different age groups, backgrounds, and possess varying cognitive and physical skills. Universal Design, a concept first coined by architect Ronald L. Mace, advocates for creating products that are usable and accessible to all people, regardless of age or ability. A product designed with the very young and the elderly in mind often works well for everyone. By considering all user groups, designers can ensure that the final product meets the needs of a broad audience. Universal Design is not about creating a one-size-fits-all product, but about making designs flexible, intuitive, and accessible. This is evident in the work done by companies like OXO, which uses everyday objects (like gloves) as reminders to always consider the needs of every potential user.

Finding Human Touchpoints to Create Deep Connections

To create memorable user experiences, designers must focus on the human touchpoints—moments in the user journey where emotional connections can be made. These are the points where users see themselves reflected in the experience. Emotional connections transform interactions into experiences, a key principle emphasized by Hannes Robier: “Only when we connect emotions with an event, does it become an experience.” Case studies from companies like Disney (with their Mystic Manor ride), Jennair (luxury appliances), and Kvaroy (sustainably farmed salmon) demonstrated how experiences become memorable when users can emotionally connect with the product or service. These brands are not just selling products—they are creating experiences that resonate on a human level. For example, Disney’s rides are designed to tell a story, allowing users to immerse themselves fully in a narrative. Similarly, the experience of using Jennair appliances is about much more than functionality—it’s about crafting moments of luxury and pleasure, connecting users emotionally to their home environment.

Conclusion: Human-Centered Design as the Foundation for Meaningful User Experiences

The talk emphasized that Human-Centered Design is not merely about creating usable systems, but about deeply caring for the user—treating them as guests rather than customers. This holistic approach urges designers to consider the full spectrum of human needs, from physical to emotional, ensuring that products and services do more than serve functional purposes—they create meaningful experiences. This perspective has significantly influenced my research, especially in applying Human-Centered Design principles to adaptive systems. Drawing inspiration from Walt Disney and Steve Jobs, who both understood the importance of the human touch in design, my focus is to center users as guests, considering their emotional and physical experiences when creating interfaces. This insight has been a vital impulse for my ongoing research into designing human-centered, adaptive interfaces, ensuring that users‘ emotional and physical needs are always prioritized. Key takeaways from this talk include the importance of treating users as guests to build lasting emotional connections, understanding human needs and emotions in design, embracing Universal Design for accessibility, and recognizing that emotional connections are essential for creating memorable, impactful user experiences.

Links

https://worldusabilitycongress.com
https://www.lanziserocreative.com
https://www.interaction-design.org/literature/topics/human-centered-design?srsltid=AfmBOormWukeNlit0K1vgzM7dAB00sdG8pz5vqyHdprkN_FsDguLgdff

World Usability Congress, 16. & 17. 10.2024

About the Event

The World Usability Congress (WUC) took place once again this year at the Congress Center Graz. On October 16 and 17, 2024, various speakers gave speeches about their experiences, learnings and successes in the field of UX and CX in three rooms accessible to us. For me personally, the most exciting sessions were „Why we do what we do – Loving the User“ and „Websites and Apps for Everyone – Making Accessibility Easy“.

From the first presentation by Joe Lanzisero, former experience designer at Disney, I learned a lot about the importance of thinking about your users and creating a special experience for them. Even if the user, or in his case the visitors to the theme park, don’t actively notice it, it will still have an impact on their experience with the product.

Just like the first presentation, „Websites and applications for everyone – making accessibility easy“ was about user experience. But not in the analog space, but in the digital space. How can we design websites so that they can be used by everyone? What special needs do people with physical disabilities have when using websites and how can we meet them?

Reflection/ Impact on my Thesis

For me personally, the most exciting sessions were „Why we do what we do – Loving the User“ and „Websites and Apps for Everyone – Making Accessibility Easy“.

From the first presentation by Joe Lanzisero, former experience designer at Disney, I learned a lot about the importance of thinking about your users and creating a special experience for them. Even if the user, or in his case the visitors to the theme park, don’t actively notice it, it will still have an impact on their experience with the product.

Just like the first presentation, „Websites and applications for everyone – making accessibility easy“ was about user experience. But not in the analog space, but in the digital space. How can we design websites so that they can be used by everyone? What special needs do people with physical disabilities have when using websites and how can we meet them?

Links

• Agenda
• The Congress
• youspi
• Hannes Robier