User experience design

User experience design


User experience (UX) design is the practice of designing how a user will perceive and respond to the information and services we provide to them by understanding user needs and business objectives. Whether the user experience is good or bad depends on how the user perceives it is:

  • Usable
  • Useful
  • Credible
  • Valuable
  • Findable
  • Desirable
  • Accessible

Why do we need user experience design

It's important to design a good user experience so customers perceive more value in your information/services. You want to make it easy to complete tasks or actions and help content or processes feel intuitive. The easier it is for people to use your system or product without thinking about it, the more likely they are to continue using it and trust your brand.

For The City of Calgary, this also:

  • Increases awareness/adoption of our services
    • Make it easier to find and buy
    • Improve services to meet citizen demand
  • Reduces the cost of government
    • Enable services to be done online
    • Enable self-service through good design, clear information and intuitive processes
    • Automate processes with digital solutions
  • Improves our reputation
    • Make information clearer and more trustworthy
    • Reduce frustration with our services