"YOU've GOT TO START WITH THE CUSTOMER EXPERIENCE and work back
toward the technology -- not the other way around." -- STEVE JOBS
Customers experience the world and technology mediates their experience.
CX focusses on the larger customer experience and UX zeros in on the technology interaction within the experience.
- Customer Experience: For example -- at an amusement park we want to know how the customer experiences the park throughout their day. What's working well? What do they love? What's not working well? What's getting in their way of having a good time?
- Technology: Across the customer journey we want to know the role technology plays in their experience. Does technology make it better or get in the way? Where might technology "save the day?"
- User Experience: Finally we want to know what the user experience with the technology is like. Is the technology welcoming? Is it easy to navigate? Does it get you the information you need? How well does it help you complete what you set out to do?
CX and UX Methods: A basic list of techniques with sourcing below
- Day in the Life
- Emotional Journey
- One on One Interview
- Participatory Mapping
- Customer Experience Mapping
- Mapping Pain Points
- Mobile Diaries
- Observational Research
- Audience Interviews
- Journey Mapping
- Jobs to Be Done
- Usability Testing
- Card Sorting