The User isn't Broken

I first heard this phrase when our local library was doing some UX work to redesign their services, and it really hit home.

I have certainly been guilty of thinking this way.

If "the user is broken" they're the ones not working hard enough to understand what we're putting out there. Or they're not making an effort to figure out where we've posted the information they need, because we put it in the obvious place.

If "the user is broken," we're off the hook.

I suspect most of us end up in this trap not because we're ill-intentioned but because we haven't been exposed to new ways of addressing the situation. We're trying our best, it's not working, and we're frustrated. Totally understandable.

But once we can flip our thinking - the user isn't broken - a new way of communicating opens up.

The user knows what they need.

They may not call it what you do. They may not know where to find it. But they know best what they need when they shown up at your office.

Observe.

What are people doing repeatedly that feels "broken" to you? If most people stumble over a particular form, the form needs clarification.

Ask questions.

If they're calling your front desk because they can't find something you posted online, ask them where they looked. Connect it to the place that makes sense to them, not you.

Try Something.

It's tempting to spend a lot of time, perhaps with a committee or working group, revising a process or a website. But the more we invest in a product, the less willing we become to make changes if we get negative feedback. Do a quick draft based on your observations and questions, then test it. Prototypes are less set in stone, and they give us a chance to revise and repeat.

Get feedback.

Sometimes, we just want to check a box and be done, but getting feedback on our prototypes is important. If we take the time to test and evaluate before we launch a new product, chances are we'll turn a frustration point into a smoother experience for everyone.

Bottom line, when we begin by assuming that the user - our constituent, our community member, our neighbor - is worth taking the time to understand and help, we're doing the right thing. And that's what public service is all about.