The Power of the UX Pyramid in User-Centered Design

Ever heard about Maslow’s Hierarchy Of Needs? It is represented as a pyramid that depicts the hierarchy of human needs, from the most basic physiological needs at the bottom to the higher-level needs of safety, love/belonging, esteem, and self-actualization at the top.

Interestingly, the UX design community has developed its own version of the hierarchy - the UX Pyramid. This pyramid represents the hierarchy of user needs when interacting with digital products, aligning closely with Maslow's model.

In this blog, we'll explore the six levels of the UX Pyramid, and discuss how businesses can strategically address each level to deliver a more meaningful and positive user experience. Let’s get started!

What is the UX Pyramid?

The UX Pyramid is a conceptual framework that outlines the diverse levels of user needs and experiences during interactions with a product, service, or system. It serves as a valuable mental model aiding designers and developers in prioritizing elements that enhance a positive user experience.

In general: 

• The lower three levels of the UX Pyramid (Functional, Reliable, Usable) focus primarily on the user's ability to effectively utilize the product to achieve their goals. 
• In contrast, the upper three levels (Convenient, Pleasurable, Meaningful) concentrate more on the subjective aspects of the user's interactions. At these higher levels, the focus shifts to providing a seamless, enjoyable experience that aligns with the user's deeper personal values and needs. 

Levels of the UX Pyramid

Level 1: Functional

The Functional level is the base of the UX pyramid. At this level, the only requirement is that the product can fulfill its intended purpose, allowing users to complete tasks without errors or crashes.

Questions for a functional product:

• Can users complete their core tasks with the product or service?
• Is its functionality clear and easy to understand?
• Are there any error messages or bugs that prevent users from achieving their goals?

Level 2: Reliable

The Reliable level ensures consistency and dependability. The product should perform across different situations, with accurate and clean data. It should also function well on different devices.

Questions for a reliable product:

• Does the product or service work consistently and reliably?
• Is the information accurate and up-to-date?
• Can users trust the product or service to deliver on its promises?

Level 3: Usable

The Usable level ensures the interface is clear, intuitive, and easy to navigate. Given that, users should be able to figure things out and accomplish tasks without extensive training.

Questions for a usable product:

• Is the interface straightforward and easy to understand?
• Can users easily find what they're looking for?
• Can users complete tasks independently?

Level 4: Convenient

The Convenient level aims to optimize the user experience by making it efficient and effortless. The product should integrate seamlessly into the user's existing workflows, minimizing the time and effort required to accomplish tasks.

Questions for a convenient product:

• Is the product accessible across different devices and platforms?
• Can users access the product or service easily and quickly?
• Does the product or service save users time and effort?

Level 5: Pleasurable

At the pleasurable level, the product has to create a positive and engaging user experience. It should be aesthetically pleasing, delightful to interact with, and even evoke positive emotions.

According to Therese Fessenden -  Senior UX Specialist at Nielsen Norman Group, there are 2 types of delight that users experience when interacting with a product:

• Surface delight: It is local and contextual, derived from interface features like Animations, Microcopy, or Sound interactions. It can provide an occasional "WOW" factor, but does not necessarily lead to a consistently positive user experience.
• Deep delight: It is the state of holistic satisfaction when a product seamlessly meets all user needs (functional, reliable, usable, convenient & pleasurable). The product becomes like a knowledgeable assistant, anticipating the user's needs and providing the right tools at the right time. 

Note: Achieving this level of deep delight is significantly more challenging than surface delight, as it requires a relentless focus on the overall user experience. However, users who reach this state are far more likely to become passionate advocates and return customers. Deep delight is the true benchmark of an exceptional user experience.

Questions for a pleasurable product:

• Is the visual design aesthetically pleasing to users?
• Does the product evoke positive emotional reactions in users?
• Does the product feel effortless and frictionless to use?

Level 6: Meaningful

This is the level where “A good product becomes a great product!”

On the top of the UX Pyramid, the Meaningful level emphasizes creating a sense of purpose, value, or even a personal connection with the user. 

In his blog, Dennis Hambeukers - Strategic UX Consultant at Zuiderlicht discussed the potential of UX design at the highest level! He stated that UX Design at this level can change how the whole digital world works by uncovering the deepest needs of users (which they didn’t even know) and creating great solutions to solve those needs. As a specific example, you can think about how disruptive companies like Netflix, Uber, Airbnb, Amazon, and Spotify have transformed their industries.

According to Hambeukers, the process of exploring the core problem goes beyond traditional user and market research. It demands UX Designers to constantly question assumptions, actively create prototypes, embrace failure as a learning opportunity, and think outside the box to uncover UX insights. Ultimately, this approach helps Designers discover the right questions that truly need answers, leading to a more impactful and meaningful solution!

Questions for a meaningful product:

• Does the product align with users’ deeper personal values and goals?
• Does it provide a sense of meaning or purpose for users?
• Does it foster a sense of belonging or community for users?

You may want to read more: 

• Top 5 UX Metrics Frameworks to measure your design performance
• What is a Design Audit? How to conduct an effective Audit?

Final thought

Through this blog, we have explored the six levels of the UX Pyramid and discussed how businesses can strategically address each level to deliver a more meaningful and positive user experience. 

While striving for the top level helps businesses create impactful products that truly solve user deepest needs, it's important to acknowledge the trade-offs (time & money) involved. In most cases, reaching out to the Pleasurable level and delivering a sense of deep delight to users have been an incredible achievement!

If you're wondering where your app/website lies on the UX Pyramid and would like to explore whether any UX problems exist, consider reaching out to Lollypop. Our team of UX experts is ready to conduct a comprehensive UX audit and provide UX solutions ( such as UX Content, Audit UI UX, Web/App Design Audit,...) to help you boost your UX performance. Don’t hesitate to contact us for more information!