Customer Experience versus User Experience

Or in terms of scope, service design relates to customer experience; web and app design relates to user experience. And what about experience design a.k.a. cross-channel experience design?

“In reading what they write about, it is disturbing how little reference Customer Experience people make to User Experience people. I’ve come across several references to human factors and usability, but you’ll almost never find Customer Experience and User Experience in the same book, article, or room. This worries me. It worries me because I think that actually, this is possibly one of the best, strongest alliances that could exist in companies. It worries me because so much of what CX people do is what we need done so that the experiences we’re designing have a real chance of being good. And it worries be because I think we as UXers could really benefit from understanding, in greater detail, a lot of the structure and discipline and business focus that CXers bring to our combined cause.”

(Leisa Reichelt a.k.a. @leisa ~ disambiguity)

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