The focus on Cultural Experience (CX) and why we do it
In the tech industry, we are obsessed with User Experience, or UX. Thousands of hours are spent making sure an app is "seamless" and "frictionless." The goal is usually to get a person to click a button as fast as possible.
We’ve realized that "User Experience" is too small a container for the work we do. In our communities, we don't just have users. We have aunties, elders, hunters, and language learners.
That is why we focus on Cultural Experience (CX).
Designing for the "Kitchen Table"
If UX is about how a person interacts with a screen, CX is about how a piece of technology interacts with our way of life. It is about making sure that the digital tools we use don't feel like they were imported from a corporate office in a different country.
1. The "Kitchen Table" Test Most software is designed for an office cubicle or a high-speed fiber connection. CX is designed for the kitchen table. It is tech that feels at home in a house full of family, or in a community hall during a meeting. It should be intuitive enough for an Elder who isn't "tech-savvy" and robust enough for a youth who is.
2. Respecting the speed of relationship Modern tech is obsessed with speed. Everything has to be "instant." But in a community setting, sometimes things need to move at a different pace. CX means designing systems that don't rush you. It means creating space for reflection and consultation before a decision is made or a story is shared.
3. Language and Tone Standard UX uses corporate, robotic language. "Input your data here" or "Error: Invalid entry." CX uses a tone that reflects our community. It uses language that is respectful, welcoming, and familiar. When you use a tool we’ve co-developed, it shouldn't feel like you’re talking to a machine. It should feel like you’re engaging with your community’s digital home.
Tech that knows its place
Coming back from the UK, where everything is hyper-efficient, has given me a new appreciation for tech that "knows its place."
Technology should be a quiet supporter of our way of life, not a loud intruder that demands our attention. When we talk about Cultural Experience, we are talking about building tools that are so well-aligned with our values that they almost become invisible. They just work, and they work in a way that feels right for us.
Does your technology feel like a stranger in your community? We’d love to talk about how we can help you shift from "User Experience" to a "Cultural Experience" that actually reflects who you are.