UX Excellence Starts with Solid Documentation
Early in my career, I used to groan at the thought of documenting meeting notes or any other part of the UX process. The most significant documentation I did was limited to creating personas, task flows, and handover specifications. However, various situations and challenges have made me a strong advocate for UX documentation. Here’s how my perspective changed and how small tweaks in documentation can streamline the UX process.
A Series of Incidents That Changed My Mind
Problem 1: Referring to Way-Old Personas and Journey Maps
We recently encountered an issue when using outdated personas to address a current design problem. These personas no longer accurately reflected our users’ needs, much like trying to solve a 2024 problem with information from 2019 (pre-Covid). Previously, our users (doctors and nurses) struggled with connecting to the internet during site visits to rural and outskirts areas, but this is no longer their primary concern. Post-Covid, there has been a significant increase in mobile usage among late adopters, leading to a drastic change in their interaction and behavior patterns of which we were not fully aware.
In our journey map, we documented that the reporting work was predominantly carried out manually, and our app was rarely utilized to address these issues. Through marketing efforts, we discovered that our users are using third-party tools to complete specific tasks, and these third-party tools are generating substantial profits, filling the gap that we missed.
Solution: Date stamping the documents
It is ideal to keep the persona and journey map up to date, but in reality, given the investment required, it is quite hard to achieve. The first step is to add dates to these documents: create the date and last updated date.
This allows us to indicate the age of the data and subtly encourages the team to create up-to-date research data. Additionally, it's important to avoid making key decisions based on this data.
Problem 2:
The design decisions are not always concluded based on research data. Sometimes, we need to make tweaks based on technical constraints, timelines, and resource availability. While this is completely acceptable, over time, we lose track of why certain decisions were made. The worst case is that these designs become a standard, and when we propose changes to old designs that fail compliance, the immediate response is, “These designs were given by the UX team.” This often leads to hard discussions to get buy-in for new proposals.
There is another incident: We had an expert designer on our team who was very good at crafting design solutions. Once she left, I had to pick up her work. One of her designs didn’t comply with basic usability principles. Initially, we thought it might have been an oversight, but deep down, I knew she wasn’t the type to miss basic compliance. There must have been a reason, but I couldn’t figure it out. I reached out to her, and interestingly, she quickly recalled what I was asking and shared the detailed reasoning behind the trade-off. It made sense, and the design should remain as she had done it.
But what if she didn’t remember? What if we couldn’t reach her?
Solution:
Initially, we recorded this information in the Team workspace (Confluence and Aha.io), but this became a tedious task for designers. It is now suggested that this information be captured directly in the design file itself.
By implementing these workarounds, we aim to enhance the clarity and traceability of the design review process, ensuring that all decisions and changes are well-documented and easily accessible.
The Problem 3:
We also encountered significant issues with inconsistent design handovers that disrupted the workflow. The engineering team had a hard time understanding and following the handovers since they came from different designers with varying documentation styles. As a result, developers made incorrect assumptions, leading to features that did not meet the intended design. This also forced designers to repeatedly explain their work, negatively affecting team morale and productivity. Even within the design team, the lack of standardized documentation created challenges, making collaborative efforts more difficult.
Solution:
Recognizing the need for a more structured approach, a consistent handover framework was implemented. This framework standardizes the documentation process, ensuring all necessary information is provided in a clear and accessible format.
Understand your UX doc’s lifecycle
Documentation isn’t a one-and-done task. It’s a living, breathing entity that should evolve alongside the project. Let’s break down the key phases:
Creation: Laying the Foundation
Start strong by documenting early-stage research, user personas, and initial design concepts. These form the backbone of your project and serve as a reference point for future decisions. Think of it as building a solid house — you need a strong foundation before adding walls and a roof.
Maintenance: Keeping it Alive
Documentation isn’t a static artifact. It’s a dynamic tool that should be updated regularly. New insights, changes in direction, and design iterations should all be reflected in the docs. This ensures everyone is on the same page and working with the most current information. Imagine your documentation as a garden — it needs constant care and attention to flourish.
Archival: Preserving History
Once a project phase wraps up, don’t toss the documentation away. Archive it for future reference. It’s like storing old blueprints — you might not need them daily, but they can be invaluable when revisiting past decisions or troubleshooting issues.
Review and Update: Staying Relevant
Regularly review your documentation to ensure it remains accurate and useful. Outdated information is worse than no information. This process helps you identify areas that need improvement and ensures the docs align with the project’s current trajectory. Think of it as a yearly car tune-up — essential for optimal performance.
Remember, documentation is a tool, not a burden. Create it when necessary, but don’t let it become a time-sink. Focus on creating documentation that adds value and supports the project, not hinders it.
Thank you.
Useful links and references:
User interface and experience designer, Bringing User-Centered Design to Life with Wireframing and UX Expertise
1 个月it is such an amazing article with details and, awesome Figma File, Thank you very much for sharing it.
User Experience Manager at Syncfusion
1 个月Love this