What is UX

Design

March 13, 2025

SHARE:

What does UX stand for? Learn more about what UX means, why it’s so important and what defines good UX.

“UX” stands for “user experience.” It describes the quality of the experience an end user has with a specific product, service, company or brand.

Although it’s often talked about in relation to digital products, like apps and websites, UX can relate to anything that an end user can interact with or encounter.

Take the example of going into your local bank to open a new account. If the process is quick and simple with clear instructions, easy-to-find information and friendly customer service, you’d come away feeling like you had a good user experience.

The same goes for ordering something online or using an app on your phone. If you’re able to accomplish your desired tasks with minimal effort, you’ll find the user experience to be a pleasant one.

UX doesn’t relate to one specific thing. It’s the sum of all the smaller parts that determines whether the overall encounter between the product/service and the user is a positive one. You can think of it as the impression the user leaves with and whether or not they’d be keen to repeat the experience. To learn more, keep reading.

What is user experience (UX) design?

If UX describes the quality of a user’s encounter with a particular product or service, UX design is the process of creating and shaping these experiences, with the goal of making them positive, pleasant and valuable for the end user.

UX design isn’t about how a product looks; that’s just one aspect of the overall user experience. It’s about ensuring that the product is logical, functional, easy to navigate and generally user-friendly.

There are 5 elements of UX design to consider:

  1. Strategy: Deciding which objectives the product should meet, including both end user goals and client/business stakeholder objectives.
  2. Scope: Fleshing out the details of the product, determining which features and functionality it should offer.
  3. Structure: Mapping out the structure of the product, considering how users will navigate from one point to the next and what information they’ll need to move around the product and accomplish their goals.
  4. Skeleton: Drilling down to the finer details of how each page should be structured and which elements (buttons, menus and other content) will go where.
  5. Surface: Considering the user’s sensory experience of the product, defining how the product will look in terms of colors, imagery, spacing, typography and so on. This is where UI design comes in.

Where does the term “UX” come from?

The term “UX” was invented by Donald Norman, a cognitive psychologist who started working at Apple in the early 1990s. He took on the role of User Experience Architect, making him the first (known) person in history to have UX in their job title.

Explaining the origins of UX, Donald Norman said:

“I invented the term because I thought human interface and usability were too narrow. I wanted to cover all aspects of the person’s experience with a system, including industrial design, graphics, the interface, the physical interaction and the manual.”

What is the difference between UX and UI?

If you’ve heard of UX, you’ve probably also heard of UI. The terms are often used together but it’s important to be clear on the difference between them.

UX is a much broader term, covering everything that influences how a user feels when they use a product or service. It’s a comprehensive discipline that involves research, analysis, and understanding user needs. 

UI stands for “user interface”, which is the point of interaction between an end user and a digital product. It’s a more narrow discipline that involves the visual design of the screens, buttons and other touchpoints you might use to navigate an app or a website. 

The way the user interface (UI) is designed has an impact on the overall user experience, so UI is an important part of UX.

UXUI
Stands for “user experience”Stands for “user interface”
A broad disciplineA narrow discipline
Involves the quality of the experience as a wholeInvolves the design of the user interface
Concerned with research, analysis, and understanding user needsConcerned with visual design

You can learn more about the difference between the two, as well as how they go hand-in-hand, in this guide to UX vs. UI.

Why is UX important?

UX is important for two reasons: business value and human value. Let’s look at both.

The business value of UX design

If you have a positive experience with a product or service, you’re more likely to use it again and become a loyal customer. You might even recommend it to friends and family. That’s great for the brand reputation, which ultimately determines whether or not the product or service is successful and profitable.

On the flip side, a negative user experience leaves a bad impression of the product, service or brand. If it’s less than satisfactory, you’ll be inclined to go elsewhere, like a competitor with better UX.

Wherever there are two similar products or services offering the same functionality, the one with the best UX will always win out. UX is therefore crucial for winning and keeping customers, developing a positive brand reputation and, ultimately, for driving profit and business growth.

In sum, the business value of UX design includes:

  • A competitive edge in the market
  • Increased sales and revenue
  • Higher conversion rates
  • Better word-of-mouth marketing
  • A strong brand reputation
  • Improved customer loyalty and retention

We compiled some interesting statistics about the business value of UX, like the fact that 66% of customers are willing to pay more for a great user experience. 

The human value of UX design

In addition to being valuable to businesses, end users also value good UX even if they don’t know it. UX influences whether we enjoy an experience or not and whether products and services are efficient and easy or frustrating and difficult. 

In addition, UX determines whether products are accessible and inclusive for as many users as possible. Whether they are disabled, come from a different place with different needs, or have different requirements, good UX make products and services accessible for all.

What defines good UX? The fundamental principles of UX design

Defining good UX can be tricky. It’s not down to one specific thing. There are seven principles of UX design that all designers should follow. They are:

  • User-centricity — Design products and services in a way that centres the user’s needs and helps to solve their problems.
  • Consistency — This can mean keeping your designs consistent across all pages, screens, and products within the same product family. It can also mean meeting the user’s expectations for the kind of product you’re designing.
  • Hierarchy — This includes putting more important elements in more prominent positions in both a site’s information architecture and in the visual hierarchy. 
  • Context — Consider the circumstances in which your products of services will be used and how that will effect the user experience.
  • User control — Give the user the right amount of control over their interactions with a product, such as being able to reverse or undo errors to a text message without throwing the whole user experience into disarray.
  • Accessibility — Ensure your product or service is accessible to as many users as possible, including people with disabilities or in other environments.
  • Usability — Usability relates to how easy a given product is to use and it’s influenced by things like:
    • Learnability – how easy it is for a user to learn how to use the product for the first time.
    • Efficiency – how quickly and seamlessly the user is able to complete their goals and tasks.
    • Memorability – how easy it is for the user to jump back into the product after not using it for a while.
    • Errors – how many errors does a user typically make when using the product.
    • Satisfaction – how pleasant or enjoyable is the product to use.

What is the UX design process?

The UX design process focuses on identifying and solving a problem for a specific target audience. It includes:

  • Conducting user research to understand who you’re designing the experience for and what problems they need solving.
  • Narrowing it down to one problem and coming up with potential solutions.
  • Designing the chosen solution.
  • Making prototypes to test and validate the design, i.e. to make sure it will actually solve the user’s problem.
  • Developing the prototypes into a fully-fledged product or service which people can use.
  • Continuously improving the product/service (and thus the user experience) based on continuous testing and feedback.

Related Articles

image

Stories

Steve Liu Knows How to Draw a Crowd. With TRI3E, He Wants to Help Communities Grow.

From producing shows with major artists to leading product design at Amazon and Palo Alto Networks, Steve Liu knows a thing or two about bringing people together.

With TRI3E, he’s using what he’s learned to help people, creators, businesses, and organizations build stronger communities.

Understanding What Brings People Together

Filling a venue is one thing. Getting people excited enough to bring their friends is another. Steve Liu learned that firsthand in San Francisco’s nightlife scene.

As a nightclub promoter and event producer, he helped organize shows featuring The Chainsmokers, Far East Movement, MC Jin, and comedian Ali Wong.

What stood out to Steve wasn’t just how people discovered events, but what happened when they came together. Friends brought friends, new connections formed, and people found a sense of belonging through shared experiences.

He realized that the most meaningful part of bringing people together wasn’t filling a room. It was creating experiences people genuinely enjoyed, felt part of, and wanted to share with others.

A Different Way of Looking at Problems

Outside entertainment, Steve was building a career in technology. He eventually led product design teams at Amazon and Palo Alto Networks, working on products involving cloud computing, global supply chains, and cybersecurity.

The work was different from organizing events, but it taught Steve how to approach complex, multidimensional problems. Working across technology, business, and human needs, he learned to connect different perspectives, navigate competing priorities, and turn complicated challenges into practical solutions.

His experience as an entrepreneur also gave him a firsthand understanding of how difficult it can be to grow a business, reach the right people, and keep them engaged.

Over time, those experiences started to come together. He had seen how people brought others into events and communities, and he understood how technology could help make those connections easier.

That got him thinking about what better community-building tools could look like.

Helping Communities Do More Together

Think about a restaurant planning an event, a creator looking to bring supporters together, or a community organizer trying to reach more people.

They already have people interested in what they do. The challenge is finding ways to get those people involved, keep them connected, and encourage them to bring others along.

That’s the thinking behind TRI3E (Tribe), the platform Steve is building.

TRI3E aims to help individuals, creators, businesses, and organizations build and grow their communities. Through the platform, they can share events and opportunities, invite others to participate, and give members more ways to stay involved.

For a restaurant, that could mean inviting regular customers to an event and encouraging them to bring friends. For a creator, it could mean sharing a new project with supporters. For an organization, it could mean helping members discover opportunities and meet others with similar interests.

The goal is to make it easier for people to stay involved, bring others along, and create more opportunities within their communities.

Building What’s Next

For Steve, TRI3E is an opportunity to bring together years of experience in technology, entrepreneurship, and entertainment around an idea with much broader potential.

Whether it’s a neighborhood restaurant, an independent creator, or a network like Asian Hustle Network, communities already have people who want to see them succeed.

What if those people had better ways to make that happen?

That’s the vision behind TRI3E: helping people turn their existing connections into more opportunities for their communities.

Join TRI3E

Build your community. Activate your network. Grow together.

Explore TRI3E | Connect with Steve

image-png

Stories

From Vancouver to the World: Thomas Vu’s Vision for Hanoi Drip Coffee

Vietnam is one of the world’s biggest coffee-producing countries, yet Thomas Vu rarely saw Vietnamese coffee given the same attention in North America’s specialty coffee scene.

That gap became the idea behind Hanoi Drip Coffee, a Vancouver-based Vietnamese specialty coffee brand that has grown into a multi-million-dollar cafe business in just over two years.

For Vu, the goal goes beyond opening more cafes. He wants people to see Vietnamese coffee differently and prove that a brand deeply rooted in culture can belong on a global stage.

Giving Vietnamese Coffee the Spotlight It Deserves

Vu grew up around the flavors and rituals that make Vietnamese coffee instantly recognizable, from strong Robusta to condensed milk and the slow drip of a phin. Yet despite Vietnam’s rich coffee history, he felt much of that story was still missing from mainstream specialty coffee culture.

That became the opportunity behind Hanoi Drip. Rather than recreate a traditional Vietnamese cafe, Vu and his team asked a bigger question: What could a global Vietnamese coffee brand look like today?

Their answer was to keep the parts of Vietnamese coffee they loved while presenting them for a new generation. Hanoi Drip serves coffee grown in Vietnam, including coffee from Đà Lạt, and puts Robusta, Vietnamese flavors, and phin brewing at the center of the experience.

Learning How to Grow Without Losing the Brand

Building the brand was one challenge. Learning how to grow it without losing what people connected with was another.

When Hanoi Drip was smaller, Vu and the other founders could be involved in nearly every part of the business. As more locations followed, they had to learn how to train teams, develop leaders, manage costs, maintain product consistency, and make sure customers still had a strong experience even when the founders were not there.

Mistakes have been part of that process, and Vu does not pretend otherwise. His approach is to treat them as useful information: fix the problem, build a better system, and move forward, a mindset that has helped Hanoi Drip expand into multiple locations alongside retail coffee, wholesale, and membership offerings.

Taking Vietnamese Coffee Beyond Vancouver

For Vu, some of Hanoi Drip’s most meaningful wins happen when someone tastes Vietnamese coffee for the first time and wants to know more. It also means hearing Vietnamese customers say the brand reminds them of home while still feeling like it belongs to their generation.

That connection has extended beyond coffee. During KOOLFEST 2025, customers purchased more than 1,600 Ube Coconut Coffee and Ube Milk drinks, helping Hanoi Drip raise over $5,500 for a local charity, while the company has also created jobs and collaborated with Asian-owned businesses and creators.

And Vu is still thinking much bigger. He hopes to bring Hanoi Drip beyond Vancouver to markets such as Toronto and Los Angeles, while showing other Asian founders that building something modern does not mean leaving their culture behind.

Learn more about Hanoi Drip and follow the brand as it works to take Vietnamese coffee from Vancouver to a wider global audience.

📍Website

1-png

Stories

From a $10 Craigslist Job to COO of a $300M Business Group: Richard Nguyen’s Road to E-XPIRE

Richard Nguyen grew up on the east side of San Jose, where he became caught up in street life at a young age. Looking back, he believed the path he was on could have ended with either prison or an early death.

Then came the moment that made him reconsider where his life was headed.

He overheard his mother speaking with friends about their children. She talked about relatives who had graduated from college, while Richard felt she had little she could proudly say about him.

“She couldn’t say anything good about me,” Richard recalled.

His mother was raising the family on her own, and hearing her disappointment became a wake-up call. Richard knew he couldn’t continue down the same path and decided he needed to find a different direction.

He took a job he found on Craigslist for $10 an hour, unsure of where it would lead. It became his entry point into an industry where he would spend the next 15 years learning and building experience.

What started as a decision to change his life would eventually become the foundation for something much bigger.

Years later, that experience would bring him together with Jack and David Nguyen and a growing group of IT hardware businesses.

Twin brothers Jack and David Nguyen

The Brothers Behind the Business

Years before Richard partnered with them, twin brothers Jack and David Nguyen were already building their footprint in the IT hardware industry.

Around two decades ago, they saw an opportunity in used computer equipment and began reselling components, primarily semiconductors and RAM. That business became RAM Exchange, which eventually grew into what Jack described as a $50 million-a-year company.

From there, the brothers expanded into servers, networking equipment, drives, and other data center hardware through IT Server Exchange.

By then, Richard had spent years building his own expertise in the same industry. Their paths were about to come together.

Bringing Richard Into the Business

Richard was working for a competitor at the time, but his experience and reputation had already caught Jack and David’s attention. They knew his understanding of the IT hardware business and respected the grit, loyalty, and work ethic he brought to his work.

Eventually, Richard took a risk of his own and started E-XPIRE, focusing on IT asset disposition, secure data destruction, and electronics recycling.

As E-XPIRE grew, Jack and David saw more than Richard’s industry experience. They saw someone who could build a business, lead a team, and execute.

But Richard had already taken the risk of becoming an entrepreneur himself. Bringing him into their business would require more than offering him a position.

The opportunity became a partnership. E-XPIRE and IT Server Exchange merged, bringing Richard’s ITAD expertise together with Jack and David’s established hardware business. Richard became an equal partner in IT Server Exchange and took on the role of COO.

“We gave him the keys,” Jack said.

The merger brought together two complementary sides of the industry and created an opportunity to build something larger. Richard came in ready to rethink how the operation worked, and Jack and David gave him the freedom to make the changes he believed the business needed.

Their roles complemented each other. Richard took the lead on operations, execution, and building the team, while Jack and David provided the business foundation, resources, and support behind him. Jack described himself and David as Richard’s “pillars.”

Together, they continued growing RAM Exchange, IT Server Exchange, and E-XPIRE. Today, the partners say the three companies are on track for around $300 million in combined annual revenue.

What began with Richard taking a chance on himself and building E-XPIRE ultimately became the start of a partnership that would help reshape IT Server Exchange and support the growth of the wider business group.

Leading Through Culture

For Richard, how the team works is just as important as how the business grows.

He describes a culture built around speed, loyalty, and getting things done. Internally, the team uses the phrase “GSD,” short for “get stuff done.”

Richard also sees his employees’ livelihoods as a personal responsibility.

“I work 18-hour days because it’s for my team and my family,” he said.

David credits Richard with creating a culture where employees feel that same sense of loyalty toward the company.

That philosophy is shared by all three partners. Jack said one of their biggest sources of pride is not simply revenue growth, but the impact their businesses have had on employees and their families.

Finding a Reason to Keep Going

For Richard, success still traces back to the conversation he overheard more than two decades ago.

Today, David says Richard’s mother lights up when she talks about him.

“Every time I see her, she smiles,” he said. “She’s so proud of Richard.”

Richard’s advice for people who feel the odds are against them is simple.

“Anyone can make it,” he said. “You just gotta find a reason to do it.”

More than two decades after that conversation, Richard has given his mother plenty to be proud of. That same drive now carries into the work Richard, Jack, and David are building at E-XPIRE.

While companies race to adapt to AI, Jack, David, and Richard focus on what powers it: infrastructure. Their businesses support its lifecycle, from hardware to responsible decommissioning.

Today, E-XPIRE helps businesses securely destroy sensitive data and responsibly manage retired IT equipment. As technology continues to evolve, so does the need to handle what gets left behind.

Learn more about E-XPIRE and its work in IT asset disposition, data destruction, and electronics recycling.

📍Website

1-png

Stories

ChargerGoGo’s Next Chapter: GoGoSpark Brings AI-Powered Entrepreneurship to the Future of Work

ChargerGoGo built its nationwide phone charging network by betting on everyday entrepreneurs.

That bet is paying off. In 2026, ChargerGoGo landed at No. 744 on the Inc. 5000 (top 15%), No.5 in Las Vegas, and No.41 in AI and Data industry, the annual ranking of the fastest-growing private companies in America, after reporting 467% revenue growth over three years.

Led by founder and CEO June Zhu, the company has spent years helping local operators build businesses through its charging network. With GoGoSpark, it’s bringing AI into the picture.

Launched at CES 2026, GoGoSpark is ChargerGoGo’s AI-powered business copilot and operations assistant, built to help operators handle the day-to-day work of running and growing their businesses.

What Does GoGoSpark Actually Do?

As AI reshapes the workforce, the next economic opportunity is not only about making employees more productive, it is about giving more people the tools to become business owners.

GoGoSpark was built around that mission.

ChargerGoGo believes the future of work will include a growing number of people, across both white-collar and blue-collar professions, who want to build independent income, own productive assets, and operate businesses of their own. But becoming an entrepreneur requires far more than capital or a good idea. New business owners need help with sales, operations, financial decisions, technology, strategy, and the hundreds of decisions that come with running a company.

GoGoSpark is designed to put that capability in their pocket.

Serving as an AI-powered COO and business mentor available 24/7, GoGoSpark can help entrepreneurs analyze performance, identify opportunities, improve sales, troubleshoot operational issues, understand financial decisions, and determine what actions to take next.

The vision extends beyond operating ChargerGoGo stations. ChargerGoGo is building GoGoSpark as an intelligent business platform that can lower the barriers to entrepreneurship and help everyday people transition from employees into capable, technology-enabled business owners.

In an economy increasingly shaped by AI and automation, ChargerGoGo believes AI should not simply replace work. It should help more people create, own, and participate in the businesses of the future.

GoGoSpark does not replace the entrepreneur. It gives the entrepreneur a COO, an advisor, and a mentor in their pocket—so they can make better decisions and build with greater confidence.

Five Years in the Making

GoGoSpark came out of five years of working directly with thousands of operators, partners, and small business owners.

Over that time, ChargerGoGo saw the same kinds of questions come up again and again: How do I sell this better? Why is one location outperforming another? What should I focus on next? How can I run this more efficiently?

Those real-world questions helped shape what GoGoSpark became.

Rather than building AI for the sake of having AI, ChargerGoGo built a tool around the work its operators were already doing.

As Zhu said when the platform launched, “GoGoSpark is built to be a business co-pilot, helping operators learn faster, operate smarter, and participate in the post-work economy.”

The Bigger Goal Behind GoGoSpark

The Inc. 5000 ranking is a milestone for ChargerGoGo, but Zhu has been clear that she wants the company’s growth to reach beyond ChargerGoGo itself.

When the ranking was announced, she pointed to a bigger goal: giving ChargerGoGo’s Distribution Partners the technology, infrastructure, business model, and support to grow companies of their own.

She even said she hopes to one day see those entrepreneurs make the Inc. 5000 themselves.

GoGoSpark is one way ChargerGoGo is trying to make that happen.

As AI becomes part of how companies sell, analyze data, plan, and operate, smaller business owners risk being left with fewer resources to compete. GoGoSpark brings some of those capabilities directly to the people running businesses on the ground.

ChargerGoGo’s acceptance into the NVIDIA Inception Program also marks another step in that direction as the company continues developing its AI technology.

“The future belongs to those who engage with their AI,” Zhu said at CES 2026. “Our mission is to make sure everyone has that chance.”

ChargerGoGo made the Inc. 5000 this year. If its operators eventually start appearing on that list too, GoGoSpark may have played a part in getting them there.

Discover how GoGoSpark is helping entrepreneurs grow smarter.

📍Website