The ethical line in user experience research

A moral compass is a necessary tool in all sectors of the industry, especially the practice of user experience says Gary Bunker, in this piece which first appeared in Encore. 

As someone who works in the field of ‘user experience’, I want to see technology work for people rather than against them. At its core, user experience –  or UX as those of us in the business call it – is about making things easier to use across digital channels and devices.

But just because the very idea of the practice I work with is making people’s lives better, it doesn’t mean those in the game know where the ethical line is.

In my career I’ve witnessed moments that cross a very clear line. I’ve had a business ask me how they could get around a legal requirement to disclose information about their product – information extremely pertinent to the decision to purchase. I’ve seen people running a usability test using a pan and tilt camera to zoom down participants’ tops. I’ve seen a pushy executive burst into a test room and harangue a horrified test subject for being “too stupid to see the damn button”. In each case, I stopped proceedings immediately and did what I could to put it right.