User Experience / 用户体验

“User Experience” is a term first introduced by Don Norman in 1993. At that time, he used the term as a replacement for “user-centered design,” which was often misconceived as merely concerning “human-computer interface” and “usability.” Norman aimed to “encompass all aspects of the end-user’s interaction with the system, including industrial design graphics, interfaces, physical interaction, and the manual.” Fundamentally, “user experience” emerged from the acceleration of technological advancements, transitioning enterprise product development and management models towards a “user-centered” approach. Through “user experience,” innovators can address the issues of cognitive bottlenecks encountered during the innovation process. Hence, “user experience” refers to designing to minimize cognitive load for users to derive value from products and services while creating additional psychological value throughout the process. The core issue here is assisting users through design to make the right decisions. “User experience design” is the process whereby product (or service) developers identify and reconstruct the user’s mental models. They facilitate user value acquisition through design, preventing decision-making errors, and concurrently generating positive psychological values such as pleasant emotions (joy, satisfaction, excitement, etc.). Today, “user experience” is considered a multidisciplinary field rooted primarily in psychology, fundamentally an applied psychology presented through “design.” It is closely related to business, sociology, management, and encompasses areas including psychology, user research, behavioral design, information architecture, interaction design, user testing, product development, service design, team consensus, and business design.

“用户体验”一词最早由唐·诺曼在1993年提出。他当时用这个词来替代“用户中心的设计”。“用户中心的设计”往往会被误认为仅仅是“人机界面”和“可用性”。唐·诺曼试图用这个词来“涵盖人们对系统体验的所有方面，包括工业设计图形、界面、物理交互和手册。”但根本上，“用户体验”是在技术发展加快的背景下，企业产品开发和管理模式向“用户中心”转化过程中的产物。通过“用户体验”，创新者可以解决创新过程中遇到的用户心智受阻问题。因此“用户体验”是指通过设计，让用户耗费尽可能少的认知负荷来获得产品和服务的价值，并在整个过程中为用户创造额外的心理价值。这里的核心问题是通过设计帮助用户做出正确的决策。“用户体验设计”是产品（或服务）开发者识别并重建用户“心智模型”的过程。他们通过设计来帮助用户获取特定的价值，并避免用户决策错误。在这个过程中，同时为用户创造积极的心理价值，如积极的情绪（愉悦、满足、兴奋等）。如今“用户体验”被认为是一个多学科融合的领域。但它的基础是心理学，它本质上是一种基于“设计”来呈现的应用心理学。并和商业、社会学、管理学等密切相关，其涉及的范围包括：心理学、用户研究、行为设计、信息架构、交互设计、用户测试、产品开发、服务设计、团队共识和商业设计等。