Customer experience specialist Interview Questions

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Amazon
Senior User Experience Designer was asked...12 September 2012

Question from director: "... four people need to cross a bridge at night, there is only one flash light and only one person can walk on the bridge at a time. How do would you get them all across the bridge?"

9 Answers

If a UX director asks this question, he wants to see how much of real UX designer you are, and how methodical you approach this task. A good UX designer needs to understand the real problem first. Based on the information given we can only make broad assumptions. A hypothesis based on limited data is a good starting point, but before we jump to premature "solutions", the first task is to do more digging. We need to ask questions (and do research) to understand the actual problem before we can propose a a fitting solution - a user experience that truly solves the unique problem these four people have in their specific situation (it might even turn out that they don't need to cross a bridge at night but need something completely else, but let's not go that far here). So - based on the information given, we don't know what type of bridge it is (does it have a railing, is the bridge lit, short, long, is there even pavement or gravel and potholes, is there traffic, etc...), we need to understand WHY only one person can walk on the bridge and whether the people even need to walk (they might be able to drive, maybe there is a bus that can transport them). Where is the flash light, what type of flash light is it And who are these individuals? What is the relationship between these people? Do they all have the same motivation to cross the bridge? WHY do they need to cross the bridge? Is that really what they need, or do they have a different problem? Also, are they all on the same side? Why do they need to cross the bridge at night, do they have to cross the bridge every night or just once? Etc. etc. -You get the point. In addition: What are my resources to get them over the bridge? Which technical and business opportunities and constraints do I have? In which time duration do I have to get them cross the bridge? Fun exercise for a UX candidate. Less

Nope, only 1 person at a time, remember? just have the last person shine the flashlight on the bridge while the other people cross and then cross last. Less

Well, why do you need a flashlight to cross a bridge? A blind person can cross a bridge, no? Can you not keep a hand on the railing and feel your way across? Can you not feel the rumble of traffic passing and keep away? Sure, it feels safer with a light, so let's go with that. You need to see what's ahead, so the first three people take turns shining the light from behind as one person crosses at a time. Then the fourth person crosses with the flashlight. Less

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AUTOMOBILE

How many experience you have

7 Answers

10 years

five years, how to contact with me

5 years

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Delta Air Lines

What does connect mean to you?

5 Answers

Also, do you know when training starts?

How is your training going and is it hard?

How is your training going and is it hard?

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Meta

If you can only ask one survey question, what question would you ask to evaluate how people feel about xx product's entire experience?

4 Answers

Develop a 3-wk research plan based on a given scenario. What about 2 months?

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Google

Suppose you come forward with a usability recommendation, and the engineers counter that with, “All the usage data we have from millions of people suggest that is not a problem.” How would you respond?

4 Answers

There's a lot of angles to take here, and they depend on the unstated context. Either way, I would probably respond by stepping back and avoiding a p*ssing match. 1. You didn't properly triangulate your qual research with quant user data before making a product recommendation. You need to understand what the data collected really means, and whether it actually counters your UX research. Did you study a more narrow audience than is represented by the quant data? Did you identify a real product problem that your users are eager to verbalize, but which isn't visible in the product metrics? 2. Your partners just don't want to make the change, and pushing back on your research validity is a very common (but evasive) way of communicating that. The obvious cliche is that your engineers should have been involved in the research from the start. If there is an issue obvious enough to you as a researcher to make a recommendation, the engineers are going to see it as well given the same interactions. They may also realize shortcomings in the metrics they've chosen to track, that prevent them from seeing these issues in their data. Less

Generally, I will invite him to have a cup of coffee together and explain my opinion. My respond will depends on the unstated context. For example, I identify a real product problem from qualitative research, which is not visible in the product metrics. First, I will explain the usage data don’t always tell the truth. We must be careful that even something is really stupid, there will still be millions of people tolerating it because Google is very strong. Just imaging will you stop using Gmail if one function of it doesn’t work well? That’s what usability research does, to find the truth behind the data by quantitative and qualitative ways. And the product metrics we used is not comprehensive, which means that some problems may be invisible in the metrics. Then I would like to explain how I get the usability recommendation. I may bring my laptop or invite him to my desk to show him the data and graph of my research and explain the logic. Data and graph is always more convinced than words, right? And I am also glad to hear his comments or questions. Less

Usage data even if big numbers does NOT indicate a great design. Simply put, think of how many times you had no option but to use a certain service although neither the design nor your experience was great! Less

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Google

How do you design an interface for a 1000 floors elevator

4 Answers

Use a dial-pad rather than an abundant amount of buttons.

I think the best way to make 1000 floors elevator is to have manual and automatic controls. For manual control nowadays we use its best as user perspective or to make range selector like we use in android mobile for number selection like for selecting calendar we just use that navigation interface for elevator. If some new member arrive so he/she will easily navigate elevator. And for automatic process I think the fastest and best way is to use face recognition system similar to Window Hello. Before entering to lift the camera above the elevator will scan the face of persons that he/she is the owner, employee or someone else related to the plot or floor. That way restricted floor will be secure and no one can access except the owner / employee / worker (or others new person for limited period). Less

You don’t as there are too many floors. Elevator should travel in one direction only. Traditional call box used to open doors on required floors only. Less

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Pixelstat

Do you how to use Adobe XD

3 Answers

Yes

Yes.

Yes

M800

The questions are easy. He asked me "do you know xxx(a celebrity)". I said no. "What do you refer to when design IOS and Android APP?" The design challenge is redesign "maaii", their product. Oh, yes, he emphasized: "the interfaces are ugly but they were not designed by me."

3 Answers

If the product can not be launched after 8 years, then I have no interested

This company is really a horrible place ! Glassdoor blocks a lot of real comments ! I have worked here for more than 1 years! People here doesn’t respect you at all! Creative director got fired because he is a liar! HR lead is super super rude when u resign, your boss is a monster! Less

Answer him as his way: Yes, that is my friend

Microsoft

Someone on the team has a strong opinion about how a certain feature should be designed, but you disagree that it is a good user experience. How do you approach the situation?

2 Answers

1. Probe to understand the other person’s mental model. What are the core, testable assumptions around which they believe a certain experience is correct? For example, do they believe that your customer base values or does , just because they value it themselves, or have anecdotal experiences via someone they know? 2. Create the context in which the other party feels comfortable with your introducing data that tests those hypotheses: - design patterns in similar existing user interfaces - prior research (if you work for a large company) or analytics - external research (market research, academic research, anything) 3. If you can’t get anywhere, do a bake-off on usertesting with representative participants. Make sure you’re not just asking for preference, but looking for the underlying, broader goals, values & beliefs that lead to those preferences. Less

I was asked this very same question during my interview. I answered that: (1) obviously that person has thought about his/her position before taking that stance; (2) I assume that we all want to do a good job and improve the product; (3) start with common ground from that opinion and show how that opinion is somehow flawed - show a divergence; (4) be diplomatic.... I got the job but somehow I think this was not the right answer. Less

FARFETCH

Would you hire an experienced employee with bad habits or an employee with no experience?

3 Answers

I can train a job to a person willing to learn and work hard. Getting a lazy person to work is an uphill, losing battle. FYI. Less

I guess you're right if you define lazy as someone who travelled from the other side of the country to attend the interview and spent a considerable amount of time on the presentation only to be told that I don't have "luxury" experience. Less

Experienced Employee to iron out bad habits.

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