THE USER EXPERIENCE TEAM OF ONE

Buley and Natoli offer guidelines for better design in this nonfiction book.

The authors here detail the world of user experience and design and break down the methods and practices that can be tightened or tweaked to improve UX for everybody involved, even if the actual UX team is very small. They present their insights in a visually varied way: The book is full of illustrations, insets, color-coded sections, and lists of bullet points. Buley and Natoli acknowledge how significantly the UX field has changed in the last two decades, from the software-design emphasis of years past to the mobile and app orientation of the present moment. “Today, we understand that a digital product is almost always a full, multichannel experience,” they write, “and that our job is to give people a seamless product experience, even as they jump from desktop to laptop to mobile to tablet and back again.” Good products, they posit, have the ultimate UX goal of being so smoothly integrated into the users’ lives that they become invisible. It’s not about “tapping the Like icon” but simply expressing support; it’s also not about “formatting a Google document” but simply writing. “If you’re a product maker,” the authors assert, “this is nirvana.” Buley and Natoli write with this tone of bright enthusiasm throughout their text, which often broadens out to address overall customer service (they refer to customers as “the core of user experience”) or even general personal interactions, as when they break down ways to improve the meetings that even the most focused UX specialists can’t avoid. The authors suggest saying “we” instead of “I,” for instance, and sharing the “why” behind questions (“this defuses defensiveness by communicating that your curiosity is not a challenge or contradiction; it’s an honest desire to know more”). UX experts—and virtually everybody else—will find all of this invigorating food for thought.

A lively and readable overview of the philosophy behind making things for people.