ICT 327 Lecture Notes - Lecture 4: User Experience, Customer Experience
21 Mar 2019
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Document Summary
User experience is focused on a particular touchpoint, while customer experience is the sum of all those interactions. Many people use the terms customer experience (cx) and user experience (ux) interchangeably, but they are not the same. Customer experience is a collection of steps customers go through. From the moment they look up information and perform comparisons online, to when they subscribe to your service and make a payment. User experience refers to a single interaction in a specific channel using a preferred device. There are often instances of mismatched experiences. To truly satisfy customers, you need to pay attention to both customer experiences and user experiences. Five ways to help you move from solutions on many channels to truly cohesive and effective omni-channel experiences: Customers want cohesive, familiar experiences across all channels. Create individual channel experiences suited for each device, channel and context. Facilitate seamless and effortless transitions across channels, that don"t require users to start over.
