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UX agency: The role in designing complex and critical applications

Author: Marvin Kolb

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Nov 2023

Welcome to our article on the importance of a UX agency for the design of complex and critical applications. In this text, we will share with you, the reader, why a UX agency is of great importance for companies developing digital products and websites (especially for complex and critical applications).

You will learn about the benefits a professional UX agency can offer and how they can help companies achieve better usability and user experience. Immerse yourself in the world of user-centricity and let’s explore together how a UX agency can help make complex and critical applications successful.

In general: What does a UX agency do?

A UX agency specializes in designing the user experience (UX) and usability of digital products such as websites, apps and software applications. The main tasks of such an agency include

  • Research and analysis: understanding the needs and wishes of the target group through market research, user surveys and observations.
  • Concept development: Developing ideas and concepts for a user-friendly design based on the research results.
  • Design and prototyping: Creation of design drafts and prototypes, which are then tested and improved. This also includes initial versions of the interface design and interaction design.
  • Usability testing: (Iterative) usability testing with real users to gather feedback and adapt the product accordingly.
  • Implementation support: Working with development teams to ensure the design is implemented correctly. If necessary, the delivery of designed elements to speed up the work of the development team.
  • Optimization and adaptation: If desired, a UX agency can also provide long-term support for your product. This includes: Constantly monitoring and adapting products to improve the user experience and keep it up to date.
  • Implementation of special product requirements: A very good UX agency can also help you to comply with regulatory requirements (such as accessibility).

The aim of a UX agency is to create human-machine interfaces that are not only functional and aesthetically pleasing, but also offer an intuitive and enjoyable user experience. This can increase customer loyalty and satisfaction and improve the user-friendliness and accessibility of digital products.


Advantages of working with a UX agency

A UX agency offers specialized expertise to optimize the usability and user experience of complex and critical applications. It helps to increase customer satisfaction and boost the competitiveness of companies.

This results in the following benefits:

  • Effective solutions for (complex) usability problems
  • (Measurably) optimized usability
  • Access to specialized UX experts: Good UX agencies have both broad expertise and specialized knowledge of usability and UX
  • Better customer satisfaction through improved user experience
  • Increased competitiveness through professional UX design
  • User-centricity (in the case of data-driven design agencies): With combined expertise in user research, UX design and application development, working with such a user data-driven UX agency ensures that applications optimally meet the needs of users


The special challenges of designing complex and critical applications

The design of complex and critical applications, such as those found in areas such as aerospace, healthcare, the financial industry or safety-critical systems, poses particular challenges:

  • High safety and reliability requirements: In critical applications, errors can have serious, sometimes even life-threatening consequences. The safety and reliability of the systems are therefore of the utmost importance. This requires rigorous testing and validation.
  • Complex user interactions: Such applications often have complex user interfaces that need to manage a variety of functions and information. The challenge is to design this complexity in such a way that it remains manageable for users.
  • Compliance with legal and regulatory requirements: Many critical applications must comply with strict regulatory standards and legal requirements. This can limit design freedom and requires a deep understanding of the relevant regulations.
  • Diverse user groups: Users of such systems can have very different backgrounds and abilities. The design must therefore be flexible enough to accommodate different levels of knowledge and needs.
  • Error management and feedback: In critical applications, it is crucial that errors can be detected and rectified quickly. The design must therefore provide clear and understandable feedback and support for troubleshooting.
  • Data protection and security: Many critical applications process sensitive data, which places high demands on data protection and data security.
  • data security.
  • Long-term maintainability: These systems often have a long service life. The design must therefore be such that updates and adjustments can be carried out efficiently and without disrupting operational processes.
  • Interoperability: Many critical applications need to be able to communicate and interoperate with other systems and technologies, which further increases complexity.

The design of such systems requires a deep understanding of specific user needs, technical capabilities and regulatory requirements.

In addition, close collaboration between designers, developers, users and other stakeholders is essential to ensure an effective and secure user experience.


The special usability requirements of critical applications

Critical applications, such as financial and healthcare systems, play a crucial role in a company’s business processes. Their proper operation is essential for efficient and effective business management or the execution of sometimes vital work steps (e.g. emergency landing systems in airplanes).

Errors in critical applications can have not only financial or health consequences, but also legal consequences. These applications must therefore be designed and implemented with the utmost care and precision.

Companies increasingly rely on critical applications to optimize operational processes, use resources efficiently and gain a competitive advantage.

A company’s operational effectiveness and long-term profitability can be significantly impacted if critical applications do not function properly, highlighting the need to work with a specialist UX agency.

Complex and critical applications often pose unique usability challenges due to their peculiarities and range of functions. Both technical aspects and human interaction play a decisive role here.

  • Confusing or ambiguous user interfaces can lead to operating errors
  • A lack of feedback from the system can confuse the user
  • Complex processes and functions can require high learning curves
  • For critical applications, usability problems can have serious consequences
  • Designs that are not tailored to the user’s needs can lead to frustration and inefficient work
  • Users are often experts who have very specific and complex requirements for a product


The role of a UX agency in the design of complex and critical applications

The role of a UX agency in the design of complex and critical applications is complex and crucial. The challenges are particularly great when developing such systems, which are used in areas such as healthcare, finance, aerospace or other safety-critical fields.

A UX agency takes on the following key tasks here:

  • User-centric research: The UX agency conducts in-depth user research to understand the specific requirements and behaviors of the target groups. This is particularly important as users of such systems are often highly specialized and have unique needs.
  • Development of user personas and scenarios: Creating detailed user personas and usage scenarios to understand and simulate the different user groups and their ways of interacting with the system.
  • Design and prototyping: The agency develops designs and prototypes that are both functional and user-friendly. For critical applications, the design must be intuitively understandable in order to minimize errors.
  • Usability testing and feedback loops: Conduct usability testing with real users to gather feedback and iteratively improve the design. In critical applications, this is particularly important to ensure that the system works reliably under real conditions.
  • Compliance with regulations and standards: The agency must ensure that the design complies with all relevant legal and industry regulations and standards.
  • Ensuring accessibility: For critical applications, it is important that all users, regardless of their abilities, have access. The agency must therefore ensure the accessibility of the design.
  • Risk management: Identifying and managing risks that could arise from user interaction with the system. This includes the design of warnings, error messages and feedback to ensure safety.
  • Interoperability and integration: ensuring that the system can interact effectively with other systems and technologies, which is often required in complex application areas.
  • Training and support: Developing materials and programs to train users on how to use the system to ensure efficient and effective use.



Overall, the role of a UX agency in the design of complex and critical applications is not limited to design, but also includes aspects such as research, compliance, risk management and user support to ensure a safe, efficient and user-friendly experience.

A UX agency is able to understand user needs, analyze complex requirements and design effective solutions. Through careful design, they can help make digital products and websites more user-friendly, attractive and successful.

Therefore, companies looking to design complex and critical applications with better usability and user experience should consider the services of an experienced UX agency.

Do you need a UX agency to design critical and complex user interfaces? Then you’ve come to the right place. We will be happy to help you with our data-driven UX design process.

Would you like to get to know us? Then simply get in touch using our contact form.


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