People and relationships over theories and processes

The phrase “user experience” was in use by the 1930s. In 1995, Don Norman defined it this way:

All aspects of the end-user’s interaction with the company, its services, and its products.

In other words, UX is bigger than the screen.

As the field grew, designers built frameworks and processes to help them do the work. Those tools are useful until the process matters more than the people it serves.

Start with people. Then choose the tools that help you understand and serve them.

In practice, that means:

• Talking to the people who use the product
• Understanding what they need
• Earning their trust
• Staying connected as the product changes

Think of theories and processes as tools.

Methods are useful when they help you learn from users or make a decision. Use research, frameworks, and prototypes for those jobs. Drop them when they become busywork.

Good UX needs structure. The structure should keep the team close to the people using what it makes.

UX is about users, not processes.