By: Megan @UXMotel Wilson
When conducting job interviews, there are questions that are universal; but when conducting a UX position interview, there are some crucial questions specific to this field that must be addressed. It’s important to remember that UX, along with CRM, is a crucial aspects of any company’s product or service, and therefore, good UX professionals are what will make or break a company and its service.
As a human resources professional, it can be hard to have inside knowledge of specific and important questions to ask regarding individual fields – this is understandable. An HR professional must be a jack of all trades and a master of none by the nature of their profession. With that in mind, let’s take a moment and look at some of the important questions to ask during a UX position interview. These questions come directly from seasoned UX professionals with volumes of success on their resume. Who better to suggest the right questions than the professionals who essentially define the field?
Question 1 – “Which do you find more important, demographic targeting or global consumer marketing?”
In this question, neither answer is always the right or wrong one, as it depends on the company’s services, products and/or philosophies; however, it provides insight into the type of UX philosophy to which the interviewee ascribes. In UX, often knowing a specific demographic or set of demographics is key to customizing a user experience to work for the target consumer base. However, there are products and services in which targeting core demographics is counter to the nature of the service or product. So, when determining the ramifications of this question, you must also weigh the nature of your company’s services or products in determining how you feel about this answer.
Question 2 – “When would you take metrics on user experience after a product or service’s initial public launch?”
One of the mistakes a lot of UX professionals admittedly make, especially young guns, is to take metrics too early on a newly launched service or product. This is especially troublesome if it’s an innovative, novel product or service with no pre-existing analogue provided by another company. Newbies will have either an initial reaction of rejection or extreme approval from the public and the metrics taken from the initial few months will therefore be inaccurate. Once equilibrium is reached, usually after 3 or 4 months, then metrics on UX quality can start to be taken. Generally, you want an answer ranging from “3 months” up to “9 months”. But, in some cases, “2 months” up to “a year”, while not entirely true, are acceptable answers from an entry level UX professional just starting out.
Question 3 – “How crucial to total user experience is the nature of advertising and marketing?”
This is a bit of a trap question, admittedly, but one that should be asked during a UX position interview. There are two answers to this question, but unlike the first, this one has two correct answers, rather than a gray area. Marketing is important to user experience in the sense that the marketing should not bombard the user excessively. Marketing strategies that attempt to annoy or shock a user, or are repeated to a level of near brainwashing, lead to bad UX. So, well-thought unobtrusive marketing is crucial to the total user experience. Beyond this, marketing is just a way to make a service or product known. The true UX quality comes from the product itself, along with CRM, which, speaking of …
Question 4 – “How important is CRM to user experience?”
The answer to this is, of course – very. CRM, or customer relationship management, entails both the marketing interface, terms of service and guarantees as well as customer service. Someone will invariably have an issue with the product or service you are providing, because, as they say, you cannot please all the people all the time. Heck, you can’t please all the people some of the time in the real world. When this inevitably happens, good CRM is paramount in importance. A customer with a bad initial user experience may reevaluate their experience in light of good, expedient customer service that remedies their problem without any lip.
Question 5 – “How often should updates, variations or redesigns of a product or service be attempted?”
Some companies, depending on the product or service, may want an answer of “fairly often” to this question, especially beverage and candy companies which thrive on novelty. However, for most companies, this isn’t the case. When it comes to updating software, for example, it should be done on a large scale semi-frequently, rather than being patched or updated daily or weekly.
When it comes to reinventing the identity or presentation of a product or service, it should be every few years at the most, as altered labels will subliminally make users see changes in the service or product itself that do not exist.
Hiring the right user experience professional may take some work. Ensure you are placing your business’s UX in the right hands. In the meantime, you can learn how to treat user pain before it even starts.
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