Advancing UX Practices in Industrial Machine Design: A Case Study from the Swiss Industry

Recent technological advances in the context of Industry 4.0 (I4.0) profoundly affect machine design and the operator’s role. The machines are not only more complex to operate but must be adapted to non-specialist profiles because of the shortage of skilled labor in the industrial sector. To ensure the sustainability of their activities in a rapidly changing industrial landscape, machine manufacturers need to place greater emphasis on the user experience (UX) of their machines to offer interactions that are more intuitive, efficient, safe, and appealing. However, despite a recognized need for UX practices in I4.0 from the industry and their documented benefits in software development, the Swiss machinery industry (SMI) faces difficulties in implementing such practices. This paper uses quantitative and qualitative research methods based on action research to provide an in-depth analysis of the relationship between the SMI and UX practices. A study of the organizational structure and product development dynamics of three partner companies identified specific barriers to the effective integration and adoption of UX practices. Strategies for overcoming them were then identified and validated through field testing with practitioners of two companies. Finally, the strategies deployed have been reformulated into 28 broader recommendations for action aimed at machine manufacturers.