This article was written by Michelle Wind, Product Manager at SPREAD AI. With a background in UX Research, Human Factors and Psychology, Michelle brings a deep understanding of behavioral and cognitive processes to bridge the gap between user needs and technical complexity. She drives the evolution of SPREAD’s platform to deliver seamless, intuitive experiences that empower engineers across industries.
When was the last time you used a product that merely worked? It did the job in the end but it still left you frustrated somehow. Maybe it was this lousy old printer that finally handed you the document but only after you resolved the 5 confusing error messages before? Or it was the Excel table that didn’t show your data anymore, and after 20 minutes of searching, you realized you had activated some unintended filters. It might work now, and once you understand it, you’ll know how to use it next time. But let’s face it: these experiences were not delightful, were they?
The truth is, functionality is only the starting line. In complex industries, our users don’t want products that just “work”, they want products that ease their daily struggles: tools that surface the right information at the right time, especially when time is a limited factor, systems that reduce unnecessary friction, and experiences that feel intuitive rather than overwhelming. That’s where User Experience (UX) comes in.
It’s tempting for teams to think that if a feature exists and runs without errors, the job is done. But even if it works, it doesn’t mean it works well enough. We all know those small frustrations that can add up:
A dashboard that shows the right metrics, but it’s hidden behind a tedious amount of clicks
or
An interface that works, but uses inconsistent patterns, so every new screen feels like learning a different product from scratch.
Each of these small things is what makes user trust and satisfaction decrease. The issues may not be big enough to raise a support ticket but annoying enough to be felt and remembered.
And what happens? Products are used out of necessity, not out of preference. Users that don’t rely on your solution will eventually abandon it. And as soon as a competitor comes around the corner with a smoother or faster alternative, even the ones that are still using your products will switch.
It’s a misconception to think that users will automatically be happy if their goals are achieved. Emotional judgement should never be underestimated. So what to avoid when creating more than “a product that just works”?
Functionality has become a commodity. It is the very baseline your users will expect from your product. What differentiates products from each other is how they make people feel. Tools that are intuitive from the first click will lead to a better user adoption and retention. Even if competitors offer similar features, users who enjoy the experience are way less likely to churn.
UX isn’t a “nice-to have and pretty design layer”. It’s a direct driver to business outcomes and user satisfaction.
At SPREAD, we believe that UX is not an afterthought. It’s embedded in our entire product development process. From the very beginning of a project, we put users at the center: mapping out their journeys, testing assumptions early, and continuously validating our designs with feedback. Our cross-functional teams consisting of product managers, engineers, and designers, collaborate closely to ensure that usability and clarity are built into every feature, not layered on top at the end. We analyze how features are adopted in real workflows and complement this with usability testings, (in-field) interviews and shadowing sessions where we observe how users interact with our platform in their daily environments. These moments often uncover small but critical insights like a confusing navigation flow or an overlooked workaround that can make the difference between a product that simply works and one that feels effortless. This way, we are not just shipping releases, but intuitive, consistent, and enjoyable experiences for our users.
In today’s world, “it works” is no longer a competitive advantage. Every company can build functioning products. What sets great products apart is the experience they create, i.e. the small details that make users feel understood, supported, and even delighted.
So the next time we talk about building a “better product,” let’s look beyond the feature checklist. Let’s ask instead: How will this make our users feel? Because in the end, the product that delights will be the one that proactively and empathetically goes beyond mere function and instead will anticipate needs and resonate deeply with the user’s problem.