How, Why, and with Whom Do User Experience (UX) Practitioners Communicate? Implications for HCI Education

Abstract

ABSTRACT While being a good communicator is a key skill for user experience (UX) practitioners, human-computer interaction (HCI) education typically prioritizes the creation of tangible project deliverables, e.g., wireframes, over providing students with a more complete set of communication skills. In this paper, we draw from an analysis of 60 interviews with experienced UX professionals to argue that a nuanced understanding of communication strategies should be explicitly included in HCI education. Specifically, we identify five goals that shape communications between UX practitioners and four distinct audiences and show that they select specific methods (techniques, artifacts, and tools) to achieve these goals. Drawing on theories of situated and authentic learning, we discuss three key implications for HCI educators: embracing rhetorical complexity, simulating real-world communication challenges, and highlighting the performative elements of communication. Educators must embrace these challenges to help students become more effective communicators and prepare them for UX careers.