Are You Really a UX designer?(7)
User Experience – Don Norman
• The history …term coined by Don Norman
• The only reason that "user experience" is associated with interactive systems designers is because Don Norman didn't want his group at Apple relegated to pushing pixels in the "user interface."
User Experience – Don Norman
• Don wrote :
• I invented the term because I thought Human Interface and usability were too narrow: I wanted to cover all aspects of the person's experience with a system, including industrial design, graphics, the interface, the physical interaction, and the manual. Since then, the term has spread widely, so much so that it is starting to lose its meaning.
Customer Experience – HBS review
• They design the right offers and experiences for the right customers.
• They deliver these propositions by focusing the entire company on them with an emphasis on cross-functional collaboration.
• They develop their capabilities to please customers again and again—by such means as revamping the planning process, training people in how to create new customer propositions, and establishing direct accountability for the customer experience.
Customer experience
Experience that a person has across all touch points with the company
&
the product.
Touch points of Customer
Touch points can be people or other products
- Shop where the product is bought
- The product itself
- Call center
- Engineering
- Sales , after sales service
- Etc.
Customer experience ( as we see it today)
Along came the consultants …invented terms !
• The earlier original meaning of user experience ( as given by Don Norman )
– is what we call today as customer experience
– Experience design became “customer experience”
– User experience got limited only to “product user relationship”
Product user experience
Relationships ( User vs Customer )
• Product experience – Related to User ( the person who uses the product )
• Customer experience – “Product + service” design
• The history …term coined by Don Norman
• The only reason that "user experience" is associated with interactive systems designers is because Don Norman didn't want his group at Apple relegated to pushing pixels in the "user interface."
User Experience – Don Norman
• Don wrote :
• I invented the term because I thought Human Interface and usability were too narrow: I wanted to cover all aspects of the person's experience with a system, including industrial design, graphics, the interface, the physical interaction, and the manual. Since then, the term has spread widely, so much so that it is starting to lose its meaning.
Customer Experience – HBS review
• They design the right offers and experiences for the right customers.
• They deliver these propositions by focusing the entire company on them with an emphasis on cross-functional collaboration.
• They develop their capabilities to please customers again and again—by such means as revamping the planning process, training people in how to create new customer propositions, and establishing direct accountability for the customer experience.
Customer experience
Experience that a person has across all touch points with the company
&
the product.
Touch points of Customer
Touch points can be people or other products
- Shop where the product is bought
- The product itself
- Call center
- Engineering
- Sales , after sales service
- Etc.
Customer experience ( as we see it today)
Along came the consultants …invented terms !
• The earlier original meaning of user experience ( as given by Don Norman )
– is what we call today as customer experience
– Experience design became “customer experience”
– User experience got limited only to “product user relationship”
Product user experience
Relationships ( User vs Customer )
• Product experience – Related to User ( the person who uses the product )
• Customer experience – “Product + service” design
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