What are the backgrounds, methods and beliefs that shape our consultants? Through this series of interviews, we give them a voice to better understand their profession and their daily lives.

For this third episode, we head to Luxembourg to meet Julie Petetin . Specializing in user research and passionate about behavioral psychology , Julie shares her vision of design that is both scientific and profoundly human.

Discover the journey of a consultant who combines Cartesian rigor and empathy to design inclusive experiences.

Who is Julie Petetin?

Julie's career path is rather unusual for a designer. She started with a bachelor's degree in mathematics , which gave her a strong analytical mind and a rigorous approach. Wanting to connect this logic to human behavior, she continued with a master's degree in cognitive science . It was there that she trained in behavioral psychology , philosophy , and even software development.

Having joined UX-Republic in Luxembourg almost a year ago, Julie now uses her unique background to decipher what users are thinking but not saying. Her goal: to apply scientific methods to design so that every decision is based on objective facts , and not just aesthetic intuitions.

From HR tools to the field: the diversity of User Research

Inès & Paul: What are your current missions in Luxembourg and what types of projects are you working on?

Julie: At UX-Republic, I specialize in user research . My daily work involves conducting user interviews and tests : we give participants a tool, provide them with specific scenarios, and meticulously observe how they interact with the software. In addition, I also perform UX and digital accessibility audits.

What's exciting is that my tasks are extremely varied and sometimes go far beyond the simple digital screen. For example, for the telecom operator Proximus , I conducted user testing on an HR tool for managing salaries and employees that was undergoing a major overhaul. Before deploying the new version, we tested the user journey to ensure its fluidity and to identify any errors . It's almost like surgical observation: sometimes, a user will say verbally that "everything is perfectly clear ," but their physical behavior (a slight frown, a hesitant mouse movement) reveals a completely different reality. Our role is to interpret what they aren't saying.

Inès & Paul: Have you also worked on projects outside of the digital realm?

Julie: Yes! I carried out a project for CFL (Luxembourg Railways) focusing on the overall customer experience directly in train stations . We recruited participants for one-hour on-site test walks. We moved them from the station entrance to the platforms, then through the underpasses, asking them questions at each stage to assess their sense of safety, cleanliness , and ease of navigation . We even used questions borrowed from cognitive psychology to gauge brand image, asking them, for example, "If CFL were a person, what would they look like?"

For the insurer Baloise , we worked on the omnichannel user experience . The experience with insurance doesn't end with a mobile app; it includes phone calls and in-person visits to branches. We therefore organized a focus group with advisors to understand how they integrated digital tools into their daily interactions with customers.

To code or not to code?

Inès & Paul: Digital professions are often associated with coding. Do you need computer skills to be a designer? And what is the real difference between UX and UI?

Julie: It's a very common misconception, but the reality is that some designers don't code . Personally, I never touch code in my design work.

It's important to distinguish between UX ( User Experience ) , which focuses on the structure , information architecture , and placement of elements, and UI ( User Interface ) , which takes over the visual aspects , art direction , colors, and graphics. In small organizations, a single person often manages both roles because the line between them is blurred. At UX-Republic, we're fortunate to clearly separate these two areas of expertise, allowing us to delve deeper into the subject matter.

The only time I need to be interested in code is for digital accessibility , as it depends on it for more than 50% of its effectiveness. Since I'm currently training on this subject with a specialist from the agency, I'm starting to get involved, but it's not a prerequisite for all designers.

AI as an assistant, not as a decision-maker

Inès & Paul: How do you think the design profession will evolve in the next five years with the rise of AI?

Julie: My main hope is that AI will help us automate repetitive and mechanical tasks , saving us precious time. This will allow us to refocus on what constitutes our true human value : connecting with people , exchanging ideas, and spending time in the field.

One example of current time savings lies in the research phase. During tests or interviews, we record all sessions. Analyzing , transcribing , and extracting key data are extremely time-consuming steps. AI allows us to analyze large amounts of text very quickly, which will ultimately allow us to include a much larger sample of participants in our studies without exceeding our time budgets. However, AI can never replace the empathy necessary during an interview, the human connection , or the nuanced interpretation of a user's emotions .

Inès & Paul: How do you manage to maintain a critical mind and preserve your creativity when faced with these tools?

Julie: For critical thinking, the golden rule is to systematically double-check sources . You must ensure that a benchmark proposed by AI is not based on outdated or misinterpreted data, and carefully reread each generated text.

To stay creative, sometimes it's essential to simply close your screen and go back to paper and pencil ! I sometimes feel literally "trapped" in a conversation with an AI that doesn't understand my direction. In those moments, you have to force yourself to detach and think for yourself . I use AI daily to stay up-to-date with current trends, but I absolutely refuse to let it define my role as a designer.

The final word: “I only believe what I see.”

Inès & Paul: If there was one essential message to take away from your experience, what would it be?

Julie: If I had to choose the most important aspect of my job, beyond tools or technological trends, it would be empathy . The first quality of a designer is knowing how to put themselves in other people's shoes . When you create an experience, it must be inclusive and work for everyone. You should never design based on your own perceptions . We're not trying to make something good for ourselves, but something useful , effective , and accessible to the greatest number of people.

Inès Mallick
Digital Marketing & Communications Assistant at UX-Republic

 

 

Paul Courtois
Digital Marketing & Communications Assistant at UX-Republic