The Second Biggest Problem in UX: Lack of Cross-Functional Collaboration

Spotify

When people talk about the biggest problem in UX, poor user research usually tops the list. And rightfully so—designing without understanding users is like throwing darts blindfolded. However, a close second, and arguably just as damaging, is the lack of cross-functional collaboration.

Too often, UX teams work in isolation, designing experiences that look great on Figma but fall apart in the real world. Developers struggle to implement the designs. Product managers push conflicting priorities. Marketing tweaks messaging at the last minute. And the result? Frustrated users, frustrated teams, and a product never quite delivers on its promise.

Why Lack of Collaboration is a UX Killer

UX isn't just about screens. It's about how a product works—from the first touchpoint to the final interaction. And that requires alignment across design, product, engineering, marketing, and customer support.

When these teams don't collaborate, here's what happens:

• Misaligned goals – Design envisions one thing, engineering builds another, and business leaders expect something else entirely.
• Inefficiencies – Hours of work get scrapped because a technical constraint wasn't considered upfront.
• Inconsistent experiences – Marketing promotes one message, but the product delivers something completely different.
• Wasted potential – Great ideas die because they weren't championed by the right people at the right time.

Case Studies: When Collaboration Fails

Google Wave – Too Smart for Its Own Good

Google Wave was supposed to redefine communication. It was part email, chat, and document collaboration. Technologically, it was?years ahead of its time. However, the UX team struggled to translate its complexity into something intuitive. The result? Users had no clue how to use it.

If the UX, product, and engineering teams had worked together more effectively, they could have introduced progressive onboarding or simplified key features rather than overwhelming users. Instead, Wave was shut down in less than two years.

Microsoft Clippy – The Assistant Nobody Asked For

Microsoft Clippy, the infamous animated assistant, was meant to help users navigate Office. Instead, it became one of the most hated features in software history. Why? because UX designers weren't listening to actual user pain points—they were following an idea that sounded good in a boardroom.

Had they tested Clippy collaboratively with real users, engineers, and support teams, they might have realized that subtle, contextual help was a better approach.

Healthcare Check-In Kiosks – Designed for Users Who Don't Exist

Many hospitals introduced check-in kiosks to streamline patient intake. The problem is that UX designers optimized them for?tech-savvy users, forgetting that many patients are elderly or unfamiliar with digital interfaces.

A better collaboration between UX, front-line staff, and IT would have surfaced these pain points earlier. Instead, hospitals scrambled to add human assistance and redesign the experience after the rollout.

Fixing the Collaboration Problem

Organizations prioritizing cross-functional teamwork create better products, reduce frustration, and move faster. Here's how to make it happen:

1. Bring UX into Product Strategy from Day One

Don't just "hand UX a problem" after the strategy is set—involve them from the start. When UX is embedded in product discussions, features are designed with feasibility and user needs in mind from the beginning.

Spotify nails this by embedding designers, researchers, and engineers in product squads. That's why their UX feels cohesive—it's not designed in a vacuum.

2. Create Rituals for Collaboration

• Weekly design/dev syncs to catch issues before they derail projects.
• Cross-team critique sessions to refine ideas before they get locked in.
• Paired design and development sessions to prototype and test ideas in real-time.

Airbnb's design and engineering teams work in parallel, reviewing each other's work throughout the process—not just at the end. This keeps feasibility and UX quality in check.

3. Make UX a Business Priority, Not Just a Design Function

UX isn't just about making things pretty—it's about making things work. That means UX teams need a voice in business strategy, roadmaps, and executive discussions.

Amazon does this better than almost anyone. UX research is built into its decision-making process, ensuring that?customer insights drive business strategy rather than the other way around.

4. Use the Right Tools to Stay Aligned

• Figma & Miro – Real-time collaboration across teams
• Jira & Trello – Keeping product, dev, and UX on the same page
• Notion & Confluence – Centralized documentation that everyone can access

Netflix uses these tools to run cross-functional design sprints, ensuring alignment between UX, product, and engineering before a single line of code is written.

5. Build a Culture of Feedback

Great UX happens when teams talk to each other, challenge assumptions, and iterate. That means:

• Engineers giving feedback on design feasibility.
• UX learning from customer support teams.
• Marketing aligning messaging with actual product experiences.

Slack thrives on?radical transparency.?Teams regularly share user insights across disciplines to keep everyone on the same page.

The Bottom Line

If you want great UX, you can't design in a vacuum. The best products aren't built by UX teams alone—they're built by teams that work together, challenge each other, and solve problems as a unit.

Companies that prioritize collaboration will:

• Build better, more intuitive products
• Reduce frustration and wasted work
• Create experiences that genuinely serve users

So, if you're struggling with UX challenges, take a step back and ask: Are we really working together? Or are we just working in the same company?

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