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Beyond the UX Tipping Point
Jared M. Spool, Founding Principal, User Interface Engineering
For the longest time, making a great experience for the user was a luxury item in a business's strategy. It was a nice-to-have, after identifying a customer need and fulfilling it with a working product. The product had to work and it had to ship. If it was a great experience, well all the better. Times have changed. The cost of creating and delivering a product is no longer a barrier to entry. Quality is no longer a differentiator. What's left? The experience of using the product. If you're going to be truly competitive in today's markets, your products and services better have a great experience. To do that, a fundamental shift has to occur inside your organization. It's no longer acceptable to ship a product with a poor experience or to deliver poor customer service. Every part of the organization has to be infused with an understanding of great user experience. Your organization has to cross the UX Tipping Point.