UX is more than just aesthetics. It is about psychology, trust, and intuition, three things that can make or break a digital product.

User experience (UX) is often mistaken for just sleek design and beautiful interfaces. In reality, it is about understanding how people think, how they interact with digital products, and how to make those experiences as seamless as possible.

According to Shannen Yu Sapar, co-founder of UX Davao, UX goes beyond visuals and involves a deep understanding of human psychology and behavior. In a recent interview with The Block and Beyond, she shared key insights into how UX shapes digital interactions, how businesses can improve their design approach, and why UX should always prioritize the user.

UX Is More Than Visuals, It Is About Psychology and Research

Many people assume that UX is just about making an app or website look good. However, Shannen explains that UX requires research and a deep understanding of user psychology.

“A lot of companies still conflate UX and UI... The common misconception is that UX design is what the product looks like... But UX in itself is more of research and psychology, understanding the psychology of the users and your customers.”

A well-designed product should anticipate user needs and remove friction at every step. This requires research, user testing, and iteration. For example, UX designers study where users drop off in an app, analyze why they struggle with certain features, and adjust the design to make interactions more intuitive.

Building Trust Through UX

One of the most overlooked aspects of UX is trust. If users feel misled or manipulated, they are less likely to engage with a product long-term. Shannen highlights a key mistake many companies make: overwhelming users with unnecessary notifications, aggressive upsells, or unclear payment structures.

“Bad design for me is when I try to install an app, and the first thing I see is that it is asking me to turn on notifications... I have not even signed up yet!”

This kind of intrusive approach makes users wary. In contrast, a well-designed UX experience is transparent, easy to navigate, and allows users to feel in control.

Take Grab, for instance. According to Shannen, its success in Southeast Asia is partly due to its clear and user-friendly interface. The app guides users through the signup process without excessive pop-ups or distractions, making it easy for first-time users to get started.

The Challenge of Making Complex Technology Accessible

The tech industry moves fast, and many new products are difficult for the average user to grasp. This creates a major UX challenge: how do you make complex technology easy to understand?

Shannen believes that a big part of the problem is education.

“With tech in general, it is quite fast-paced... If you want to be in the loop of what is happening, like new technologies and stuff like that, you need to be consciously updating or trying to upskill.”

However, not everyone has access to the right learning resources. Many people find technical products intimidating simply because they are not explained well. Companies that want to reach mainstream users need to simplify their onboarding experiences, use clear and concise copy, and avoid jargon.

What Businesses Can Learn from UX Experts

Startups and businesses that prioritize UX from the beginning have a much higher chance of success. Good UX does not just improve usability, it increases customer retention and boosts trust in a brand.

Shannen advises businesses to:

• Conduct user research before launching a product.
• Keep interfaces clean and intuitive.
• Ensure transparency in user interactions.
• Learn from brands that excel in user trust and experience.

A common mistake is assuming that because a product makes sense to its creators, it will also make sense to users. In reality, UX designers know that “you are not the user.” Just because a feature seems intuitive to the development team does not mean it will be obvious to someone encountering it for the first time.

Final Thoughts

At its core, UX is about empathy. It requires stepping into the user’s shoes and designing experiences that are simple, seamless, and trustworthy. Businesses that understand this will not only create better products but also build stronger relationships with their users.

“If you want your users to trust your product, you need to make sure that it is trustworthy.”

By investing in research, transparency, and intuitive design, businesses can ensure that their digital products are not just visually appealing but truly user-friendly.

For women who are eager to deepen their understanding of user experience, UX Davao is hosting Women Who Design on March 22, 2025. This will be an avenue to learn from inspiring women leaders in design. The event will run from 1:00 PM to 5:00PM at Cacao Culture, Juna Subdivision, Davao City. Seats are limited, so be sure to register here.