Can UX’ers design…anything?

Yes-ish…and not quite.

Often UX design is associated with websites and mobile apps. However, at some point you might wonder,

“Well, people experience all sorts of things — can you UX design a waiting room? Can you UX design a zoo?”

After all, it seems possible that design methods could translate to experiences beyond a digital one. I am constantly on my soapbox (and not just because I’m short) that learning the mindsets and methods of design are valuable to anyone because everything could use intentional design.

So, can we design anything? A case study:

InterVarsity received grant money to help rebuild our community post-pandemic. The scope had already been set by the grant — it would have to be some type of a communal coffee bar space.

The project was floated to me, “Ashley — we don’t want to buy equipment and stuff no one will use, can you find out what our needs are?” Like most UX designers my work has been primarily app/website related. I figured why not, I could design some workshops and surveys. Hilariously, I had only started drinking iced coffee a few weeks before this all started, so I don’t know what it says about me that I said yes to this project (over-functioning Self-Assurance strength probably) but I did.

I started pulling out my typical tools of the trade

Generative Research

I polled for a list of favorite coffee shops, sent people out in pairs to spend some time observing their favorite shop, and synthesized their insights into major themes. (sadly I have no pictures of my staff friend Ana and I enjoying some coffee).

Co-creating

I drew maps of possible locations in the building, had staff co-create on the map how they would build the bar, and did a walk through to choose a location.

Concept

I synthesized both ideation and co-creation workshops into an overall concept that reflected what our staff said they wanted out of a communal coffee bar.

A short description of what I synthesized from our ideation & co-creation workshop

I started building the concept more concretely by polling for minor details like what types of brew methods and syrups should be available, researched cost-effective equipment, built a budget, got it approved.

Implementation

I bought the equipment, re-arranged furniture, and brainstormed with another staff, Mimi, through a full-sensory map to design the launch party— the smell of beans, the sound of live jazz, the taste of coffee shop pastries, the sight of people connecting, the touch of a warm mug.

Evaluative Research

I wrote an instruction guide for the espresso machine, got feedback on it, updated it, got a selection of creamers/milks, responded to feedback about what creamers/milks were available, etc.

So, can UX’ers design anything?

By and large, I used the overarching methods and mindset that I use for designing websites to design this coffee bar.

Except that’s not…exactly…how it went.

I was in the middle of building the equipment list when I was connected to another staff, Chris, who owns a coffee roasting business.

Chris asked great questions: “What do you want it to feel like? How large is the space? What types of coffee, add-ins do people want? What equipment do people know how to use?” and with all my research, I had answers.

Then we started reviewing my equipment list. Cracks started appearing that made it clear my limits had been reached. He offered helpful domain knowledge like,

• It can seem like a great idea to have a fancier espresso machine that can grind and brew automatically, but if your grinder breaks then you’re out the whole machine.
• How often are you doing batch brewing vs. single-cup? You may want more than 1 dripper around.
• Etc.

He adjusted my equipment list, had cheaper sources for equipment, and came out to teach several of us how to use our new equipment during our launch party. You might say he took this endeavor from being like a pretty good cup of coffee to latte art.

So, can UX’ers design anything?

My answer is yes and not quite.

• Yes! — My conversation with Chris confirmed that the methods I followed got us 80% there. Design encourages good questions. Design has methods that reliably get us close and a mindset that encourages us to test, learn, and fix along the way. Given enough time and information, it can be pretty good.
• And yet not quite…We simply cannot know everything. If I want better than just “pretty good” — the best move is always going to be inviting others in to bring their gifts to the work.

Did this help you?

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Ashley Crutcher is the Director of Experience Strategy at InterVarsity located in Madison, WI. She tweets at @ashleyspixels and enjoys cuddling with her furkiddos, crocheting/knitting, ringing handbells, and thinking too much about everything.