Rethinking User Experience in Designing Cafeterias in Semi-Urban Pockets of India

Cafeterias  are social gathering public spaces where people enjoy the experience of drinking coffee and tea with some light refreshments. They provide enhanced experience in terms of leisure, art, pleasure and culture. Moreover, human lifestyles, increasing working population and the growing influence of western culture have also increased the demand of cafes across globe in developing nations like India. They are also one of the most sought after architectural spaces. Spaces in Architectural Design are perceived differently by different professionals, designers and architects. It may be a three dimensional entity for some and volume filled with air by others. However, The success of any space depends not only on its design and functionality but also on opportunities provided to its users. Most of the  architects take utmost care that minimum standards are met as per national building codes and regulations but didn’t emphasize much on users. The main objective of this research is to incorporate user’s opinion in the designing process of cafes. It is extremely important to design environments that take into account the largest range of users possible. Understanding user expectations ,their needs and human behavior is extremely crucial. An online survey was conducted that included questionnaire based on Don Norman’s three levels of Design. It was an attempt to involve users in the design process of cafes. The major findings obtained from this study maps user’s behavioural , emotional , cognitive , social and sensorial needs in cafeterias. The paper thus concludes with interesting insights into rethinking of  Architectural Design Process for design of cafes that emphasizes upon user involvement.

The results obtained from the study gave some significant insights. Cafes that have unique design elements that triggers emotional responses are most frequently visited. Emotions and senses play an important role  in humans' ability to comprehend and learn about the environment. Emotions has a profound affect on decision-making , memory and generate meanings (Triberti, 2017). Senses focusses mainly on senses namely sound, touch , smell or taste in connection with real, virtual, or experiential settings (Spence, 2020). According to Plutchik’s Psycho- Evolutionary Theory of Emotions , there are 8 basic emotions which are Anger , Disgust , Fear , Sadness, Anticipation , Joy , Surprise and Trust. He believed that blending these basic emotions will create varied levels of emotional responses from users. Hence, emotions assist designers and architects to introduce spatial  design elements that elicit emotional responses. The kind of light installations in addition to natural lighting(Wardono, Hibino & Koyama,2012)  , fragrance of the delicious food as well as plants and trees in open spaces around the cafes that provides indoor and outdoor views with the music around plays an important role. Music can be chirping of birds , melodious voice of a singer or sounds of water. The textures of the material used in floors , walls , ceilings and furniture and the choice of colors forms an important part of such design elements. Combination of Warm and cool colours and temperature also triggers senses. For instance Red color relates to passion , energy ,excitement and also enhances apetite therefore people are extremely fond of food served at KFC. KFC is the most popular brand  for chicken lovers. Similarly most of the juice containers like Tropicana , Real etc are also in Red and orange color . Orange color is also known to denote healthy food.

The other important parameters to include are accessibility and equity. Accessibility is concerned with whether all the users can have an equal user experience regardless of how they interact with a product, service or a space . Accessible design is an approach of design that considers  the needs of individuals with physical disabilities. This aids people with a variety of impairments to utilize products, services, and facilities independently. (Meshur,2013).Another biggest challenge in designing process is to identify the users whose experiences are difficult to understand for designers. These could include users with some personal conditions, impairments etc. Though there have been certain design practices that have emerged over the time which encourage designed environments including diversity , equity and  accessibility such as barrier free designs. Barrier Free Design is a concept which removes all the barriers and obstacles for people with disabilities  in a particular space or a product or a service (Badungodage,2020.) Another one is  “Universal Design”.(Agarwal & Sharma,2014) The term became popular in the united nations convention  on the rights of persons with Disabilities (UNPRPD) and it was initially coined  by Ronald Mace. Universal Design is defined as “the design of products , environments ,programs and services to be usable  by all people, to the greatest extent possible, without the need for adaptation or specialized design.” (Shea, Basnak & Steinfield ,2018.This concept aims to reduce inequalities  in built environments by humanistic principles (Evans &Hearn,1977) that encourage social participation by people irrespective of their age , disability or any circumstances. Use of assistive technology can also encourage accessibility. (Netherton and Deal, 2006). ). Equitable Design attempts to design for historically underrepresented ,marginalised and vulnerable groups creating inclusive experiences. (Gutierrez&Jurow, 2018)

Architects and Designers should also  aim for “ Inclusive Design”. Inclusive Design is concerned with creating a framework for people that empathizes human diversity via research and analysis of a varied variety of users. (Zallio &Clarkson, 2021).Designers and researchers use this paradigm to create design decisions that take into consideration personal aspects such as gender, age, sexual orientation, language, race, and skills. The purpose here is to help traditionally underrepresented populations while keeping their needs and aspirations in mind. When we build a product to make it simpler for a certain group of consumers, we often create better experiences for everybody else too. Varying color schemes can evoke varied emotions. Thus the  process of user research and the kind of the experience users enjoy plays an important role in improving the quality of cafeterias for its users.

Here is the link for detailed research paper. 

About author

Manmeet kaur

Assistant Professor, School of Architecture, Planning and Design, DIT University, Dehradun, Uttarakhand, India 

ar.manmeetkaur3971@gmail.com 

Rishav Singh

Student, Department of Mechanical Engineering, School of Engineering and Technology , DIT University, Dehradun, Uttarakhand, India 1 rishavleo347@gmail.com

Designing for Big Tech: Top 4 Lessons Learned from a UX Designer at PayPal

For many designers, including myself, working as a UX Designer in a big tech company is a dream job. These companies are known for their cutting-edge products and services, innovative design teams, and exciting work culture. But what does it really look like to work as a UX Designer in a big tech company? Is it simply about general UX Design?

The reality is far different from what most people expect. As a 26-year-old designer fresh out of college, I was thrilled to join a big tech company, envisioning that I would work on a variety of designs and prototypes each day while collaborating with an amazing team of professionals. In reality, however, many UX designers like myself take on responsibilities beyond their job descriptions, and I have learned more than I did in college. There are undoubtedly some tips I wish I had known before joining a big tech company as a UX Designer.

In this article, we'll explore why this is the case and what it means to be a UX Designer in a big tech company. Moreover, I'll share the top four things I learned from my two-year journey working as a Product Designer at PayPal.

First, Embracing the Unhappy Path in UX Design

There's a common misconception that being a designer solely involves creating a seamless user experience. I was also guilty of this before I joined PayPal, where most of my projects revolved around designing happy path experiences with assumed user behavior. However, in the real world of tech, designers must have a holistic approach that goes beyond just creating perfect solutions. Designing for the "unhappy path" is a crucial aspect of product design. This means anticipating error scenarios and figuring out how users can navigate out of problematic experiences. It also involves finding ways to help users achieve their goals even if they deviate from the expected flow.

Before handing over the final design to the development team, all possible scenarios must be thoughtfully considered and designed for. I still remember my first project at PayPal, where I was tasked with designing a verification flow to help users verify their identity. At the beginning, I focused only on the happy path and didn't consider error scenarios. However, after several meetings with the development team, I realized the importance of designing for all possible scenarios. I ended up spending more time designing five additional flows for error scenarios. This experience taught me that as a UX designer, it's crucial to think about the flow in a comprehensive way.

In essence, UX designers must think beyond the ideal user flow and anticipate potential issues that may arise. This was my biggest lesson learned, and since then, I've become more cautious when handing over final designs to the development team. By considering all possible scenarios, we can make everyone's life easier and ensure a seamless user experience.

Second, Get accustomed to the fast-paced tech environment and increase the speed of your workflow.

Many people have misconceptions about the daily work of UX designers. While wireframes, prototypes, and usability testing are important aspects of the job, the reality is different when working at a big tech company like PayPal. I also had misconceptions before I joined PayPal, thinking that I would spend most of my time creating diagrams, conducting research, and testing. However, in a dynamic and fast-paced environment like PayPal, my daily workflow involves collaborating with designers, researchers, developers, product managers, and stakeholders to solve problems together.

To ensure that I can focus on the most important tasks, I rely on a UX researcher on my team to handle some of the research work. This allows me to adjust multiple projects in different design phases based on product and engineering timelines and priorities. Sometimes, I'm given a tight deadline to provide an initial flow to my product manager, which requires me to quickly understand the requirements and provide a design to the team.

Working in a high-speed environment like this has taught me to adapt and make the most of my time. I've learned that the iterative process doesn't always begin with UX research, but rather with a high-fidelity prototype that is evaluated by the product team. This process requires flexibility and a willingness to make changes as needed.

Third, Am I  a product designer or a product manager? 

If someone were to tell me that I'm actually a product manager, I'd be surprised. However, the truth is that I've been performing the role of a product manager for most of the past year due to various reasons.

It's important to note that your product manager may not know everything or every requirement, and sometimes they may not consider the user experience. I've received random design change requests without understanding the goal and end-to-end user experience, leading to problems where I provide a good solution but in the wrong direction.

For instance, I'm currently working on a verification and authentication flow design, and my product manager noticed a 3% user drop-out rate during the entry page or FAQ page. They requested a design change without considering whether the drop-out could be fixed through design. There are many ways to approach this issue, depending on the project scope and timeline. I ask my product partner for more analysis data to understand whether the problem affects the majority of users or just a few. Understanding user behavior is key because changing the design is risky, and it may gain new customers but lose existing ones. Discovering the problem is always key to my day-to-day life.

As I stated earlier, when you own a product, you're not just a designer. You must take responsibility for helping your product team understand the root of the problem through a UX perspective. This involves thinking strategically, understanding market trends, and effectively communicating with cross-functional teams. Balancing the needs of the end-user with business goals and objectives is crucial.

Finally, Continuous learning is a fundamental part of my professional journey. 

Each day, each week, I strive to discover new insights and expand my knowledge. Working in a large tech company demands a strong commitment to ongoing education. When I first joined PayPal, I faced a steep learning curve. Unfamiliar with how to collaborate with Product Managers and navigate complex design challenges, I eagerly pursued every opportunity to learn and grow. I sought guidance from my colleagues, never hesitating to ask questions and seeking out their expertise. This tenacity has propelled me forward, enabling me to become a proficient designer in a short period of time.

Throughout my time at PayPal, I have honed my ability to work with diverse stakeholders, offering a UX perspective and skillfully handling multifaceted design challenges. My continuous learning journey has been fueled by my passion for my work and my unwavering curiosity. While my formal education in UX design was limited, I recognize that social interaction and practical experience have been my most valuable teachers.

In addition to leveraging the expertise of my colleagues, I attend conferences, enroll in courses, and seek out new connections to further refine my skills. I am fully committed to never being complacent in my role as a product designer in the tech industry. Rather, I approach each day as a new opportunity to learn, innovate, and advance my skills. For me, there is no such thing as a completed education. Every day, every task, every interaction presents an opportunity to grow and develop my expertise further.

In conclusion, I have gleaned invaluable lessons during my two years at PayPal. Firstly, I have learned to design with the unhappy path in mind, a necessary skill in the unpredictable world of technology. Secondly, I have grown accustomed to the fast-paced nature of the tech environment, requiring adaptability and efficiency. Additionally, I have realized the importance of taking leadership over one's projects, effectively collaborating with cross-functional teams and driving the product to success. Finally, I have come to understand the significance of continual learning and self-improvement, an essential quality for success in any field.

It is surreal to consider that my work at PayPal has impacted the lives of millions of people. Through this job, I have had the opportunity to grow and understand the responsibilities of a product designer. While I recognize that there is still so much more for me to learn, I hope this article has provided insight for those curious about what it truly looks like to work as a product designer in the tech industry. Additionally, I hope it serves as a resource for new designers seeking to enter the world of big tech. If you would like to chat further, please do not hesitate to reach out to me on ADPList. I am always eager to connect and expand my network.

Big tech companies value designers who take ownership of the products they design, and I am the lead designer for a product, responsible for both the long-term and short-term design work, including optimization and future product expansion. These responsibilities have already put me in a product manager's shoes. Thus, UX designers often take on product management responsibilities, such as defining product requirements, managing the product development process, and measuring the product's success.

Despite the challenges of working in tech, the collaborative environment provides valuable opportunities for growth and development as a designer. One of my biggest lessons has been that you solve complex problems and create innovative products that meet user needs by gathering different perspectives and working together.

About Author

Zilin Zhou ( Jason ) 

Product Designer, PayPal 

Hello! My name is Jason. I am a product designer at PayPal building human-centered experiences to positively impact people's lives. My overall goals are to utilize the power of design to connect concepts, cultural moments, and people in a compelling way. I tend to look for inspiration from observation, conversation, and formal design research to stretch my perspective. I tend to look for inspiration from observation, conversation, and formal design research to stretch my perspective.

LinkedIn

Overview UI/UX Design for Neo Banks

 

The banking industry has witnessed a significant transformation in recent years with the emergence of neo-banks. And UIUX design has played a vital role in the success of neo banks by providing a delightful user experience.

However, before we dig in to understand more about UI UX in neo-banking, let me first give you a snapshot of what information we will be covering in this article:

A) What are Neo-Banks?

B) How do Neo Banks differ from traditional banks?

C) Importance of UIUX Design for Neo Banks

D) Challenges of UIUX design for Neo Banks

E) Best Practices of UIUX design in the World of Neo Banks

Let’s begin by understanding,

What is a Neo-Bank?

Neo Banks are digital-only banks that offer many advantages over their brick-and-mortar counterparts, including lower fees, higher interest rates, and greater transparency.

In simple words, Neobanks are banks that operate entirely online, without any physical branches. These banks offer all the services traditional banks offer, such as checking accounts, savings accounts, loans, and credit cards.

Now you may have a question; apart from an online-only presence,

How do Neo Banks differ from traditional banks?

While traditional banks have been slow to adapt to the changing needs of their customers, neo-banks differentiate themselves by providing a superior User Interface (UI), User experience (UX), and Customer Experience (CX).

Neo Banks have embraced new technologies and UX/UI design principles to create a better user experience. From sleek mobile apps to easy-to-use websites, Neo Banks are making it easier than ever for people to manage their money on their terms from anywhere, at any time. Apart from the online-only presence, there are several other ways in which neo-banks differ from traditional banks like:

1. Cost structure: Neo-banks often have lower overhead costs compared to traditional banks as they do not have to maintain physical branches or hire as many staff members. This can result in lower fees and better interest rates for customers.

2. Technology: Neo banks heavily rely on technology to provide services to their customers. They offer user-friendly mobile apps and websites that allow customers to perform banking activities such as transferring money, paying bills, and checking account balances. Additionally, many neo-banks use artificial intelligence and machine learning to provide personalised financial advice to customers.

3. Speed: Neo banks are known for their quick and efficient services, especially when it comes to opening an account or getting a loan. Many neo-banks offer instant account opening, while traditional banks may require customers to fill out paperwork and wait for approval.

4. Customer focus: Neo banks put a strong emphasis on customer experience and satisfaction. They often offer 24/7 customer support through online chat, email, or phone. Moreover, they use customer feedback to improve their services continually.

As you see, the core difference point between neo and traditional banks is having a strong online presence. And one of the most important aspects of a solid online presence is having a well-designed website or app.

That's where UI/UX design comes in. UI/UX design is all about creating user interfaces and user experiences that are both effective and engaging. And when it comes to neo banks, which are essentially digital-only banks, UI/UX design is even more important.

For example, have you heard about Revolut?

Revolut is a UK-based digital banking company that offers a range of financial services, including bank accounts, debit cards, and cryptocurrency trading. Its mobile app has a clean, intuitive design that makes it easy for customers to manage their finances.

Revolut's UI/UX design focuses on user needs, personalization, advanced features, integration with other apps, and speed and efficiency. These factors make it easy for users to manage their finances, which has helped the company to gain popularity and become a leading player in the digital banking space.

So, that's the case with Revolut however; there are several other benefits of having a strong UI/UX design for neo banks, as stated below.

Importance of UIUX Design for Neo Banks:

1. It helps build trust with potential customers. In the world of banking, trust is everything. If potential customers don't trust a bank, they're not going to do business with them. A well-designed website or app can help build that trust by makig it easy to use and navigate.

2. It can help attract new customers. A well-designed website or app can be a powerful marketing tool, helping to attract new customers who may not have considered doing business with a neo-bank before.

3. It can improve customer retention rates. Happy customers are more likely to stay with a bank than unhappy ones. A good UI/UX design can help keep customers happy by making it easy to use the bank's products and services and providing a great overall experience.

4. It can reduce customer support costs. In the absence of physical branches, Neo banks rely heavily on customer support through online channels such as chatbots, email, or phone. UI/UX design in customer support involves creating a seamless and efficient experience for customers to get the help they need, with clear and concise information, easy-to-use features, and fast response times.

Challenges of UIUX design for Neo Banks

1. Simple and Modern UI- One of the biggest challenges Neo Banks face is creating a UI that is both easy to use and sophisticated. Neo banks have to comply with many regulatory compliances, so UIUX designers find it a challenge to create a simple, intuitive design accordingly. Also, with multiple features and functions available for users, it can be challenging to strike the right balance between providing a wealth of options without overwhelming users with too many choices.

2. Keeping up with the latest trends and technologies- With new features and functions being released on a regular basis, it can be difficult to stay ahead of the curve and ensure that your designs are always on point.

3. Create designs that are accessible to all users- With a global audience, it's essential to consider different cultures and lifestyles and even people with disabilities when designing UIUX for Neo banks. This can be a challenge when trying to create a one-size-fits-all solution, but it's an important consideration nonetheless. Designers must ensure their designs are accessible to all users, including those with visual or auditory impairments.

If you plan to design a fantastic user experience for Neo banks, below are the pointers we suggest you keep in mind.

Best Practices & Guidelines for UIUX Design in the World of Neo Banks

1. First and foremost, the user experience should be front and centre. Every aspect of the design should be focused on providing the best possible experience for users.

2. Secondly, simplicity is key. Keeping the interface simple and intuitive makes it easy for customers to navigate and find the information they need quickly. As you discovered in the above example, Revolut's clean and minimalist interface made it easy for customers to manage their finances without getting overwhelmed by too many features.

3. Cross-platform Consistency: Ensure UIUX design consistency across all platforms, including mobile, web, and tablet devices, while maintaining consistency within the app. For example, N26, a German neo-bank, has a consistent and visually appealing interface, which makes it easy for their customers to navigate across different devices.

4. User Feedback: Encourage user feedback to improve the user experience continuously. The best example is Chime Bank's customer feedback feature, which allows customers to rate their experience and provide feedback directly within the app.

5. Innovation is critical. As more and more neo-banks enter the market, it’s essential for each one to stand out from the crowd with unique and innovative features that will capture users’ attention. Create personalised experiences based on customer behaviour and preferences using data analytics. An example of this is the Monzo app- A UK-based neo-bank that provides personalized spending insights to customers with detailed analysis of their spending patterns to help them manage their finances better.

By following these best practices, UI/UX designers can create unique experiences for Neo Bank customers, improving engagement and loyalty while differentiating their brand from the competition.

Conclusion:

To summarise, the importance of UIUX design in neo-banks can not be overstated. By creating user-friendly interfaces and designs that are tailored to customers’ needs, neo-banks have been able to gain a competitive edge in the banking sector. Good UIUX design is essential for customer satisfaction, and engagement is vital to success in this digital age. Ultimately, it is clear that investing time and resources into good UIUX design will pay off for any neo-bank looking to stay ahead of the competition.

About Author

Ungrammary

This article was provided by Ungrammary. Ungrammary is an award-winning UI/UX design agency based in Mumbai, India. Our services include User Experience Design (UX), User Interface Design (UI), Interaction Design, Digital Product and Dashboards, Digital Wearables Design, UX Research. We aim towards shaping the world of technology with our design expertise and making it user-focussed.

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