What an experience includes

User experience (UX) is the whole experience of using a product or service: finding it, learning how it works, getting something done and how you feel afterwards. It includes what happens beyond the screen.

Consider ordering coffee on a phone. Finding a drink, choosing a collection time, paying and collecting the correct order all matter. An attractive ordering screen cannot make up for unclear collection instructions or an order that never arrives.

The illustration offers several lenses for judging an experience. Start with usefulness and ease of use, then consider access, trust and the other qualities shown. These are prompts for investigation, not a score that guarantees success.

Pro tip: before asking whether a design looks good, watch someone try an important task. Notice where they need help or lose confidence. For a one-time task, such as renewing a passport, finishing smoothly may be the whole goal.