The Definition of User Experience (UX)
“User Experience” is the application of design thinking principles to a website, app, or piece of software to optimise its functionality - it’s similar to the role of industrial design in manufacturing. Examples of UX include:
- Making an app easier to use;
- Making a social media network more "addictive";
- Increasing the conversion rate of a website.
How User Research Impacts the Design Process
User Research is a critical component of design, as it provides focus to the design team as to what is going to be an effective solution for the end user. Similarly, Customer Experience relies heavily on design to provide focus as to what your customers value when it comes to the vision of your company.
Difference Between Customer Service & Customer Experience (CX)
Customer Service is not Customer Experience. Customer Service, sometimes known as Customer Success, is the support of a customer throughout various stages of the customer journey. Examples of customer service include call centre support, technical support during the onboarding phase of a customer journey, and warranty support after a product or service has been bought and used.
Similar to the difference between UX and CX, customer service is a tool within the toolbox that is CX, and serves to support CX's objectives of increasing perceived customer value.