Is UX Human-Centred really? Or Process-Centred?

The provocative headline aims to bring attention to User Experience and its importance for the processes in a company. Yes, UX is human-centred but it is also process-centred from the enterprise’s perspective.

Back to the period between the end of the 19th century and the beginning of the 20th century, Scientific Management or Taylorism was developed to improve economic efficiency mainly around “labour productivity”. Taylor’s method consisted in a systematic observation of workers — not surprisingly similar to UX professionals today. For example, by observing workers, he decided that labour should include rest breaks so that the worker has time to recover from fatigue, either physical (as in shovelling or lifting) or mental (as in the ball inspection case). Workers were allowed to take more rests during work, and productivity increased as a result. The study and theory concentrated in manufacturing as muscles operated the “system”. Against the post-modern human-centred concept, Taylor said: In the past man has been first; in the future, the system must be first. And the human process remained central until became unnecessary. It was replaced, in manufacturing processes, by automation and the system as we know it (computer) took the central stage in the offices and bureaucracy by supporting daily activities run by a new specialised labour.

human-centred VS process-centred UX

human-centred UX focuses on crafting experiences that prioritize users’ needs, desires, and limitations. It’s about understanding and empathizing with the human behind the interaction, ensuring that technology serves as a tool to enhance user satisfaction and efficiency. This approach harkens back to the principles of Taylorism, where observing workers led to improvements in productivity by acknowledging their need for rest and recovery. Similarly, human-centred UX considers the emotional and cognitive aspects of the user, creating interfaces that are intuitive, engaging, and user-friendly. It aims to make technology feel natural, like an extension of the user’s own capabilities, ensuring that they remain the central focus of any design process.

On the other hand, process-centred UX shifts the focus from individual users to the broader workflows and systems within an enterprise. This approach prioritizes efficiency and optimization of processes, ensuring that each element of the user experience contributes to streamlined operations and enhanced productivity. While it may not always emphasize individual user preferences, process-centred UX is crucial in aligning technology with business objectives, maximizing profit, and maintaining competitiveness in the market. Much like how Taylorism placed the system at the forefront, process-centred UX ensures that technological solutions are aligned with organizational goals, facilitating smoother operations and reducing bottlenecks in daily activities. Balancing these two approaches is key to fostering an environment where both user satisfaction and enterprise efficiency thrive.

At this point, User Experience has arrived to improve operational activities and the system, again, can be shifted to a peripheral position within the enterprise. Although the goal is to improve productivity and maximize profits — remember that Adam Smith beat Karl Marx — UX is the “rest breaks for the shovelling and lifting” of a workforce stressed and pressed by the demands of a competitive world in the Information Age.