2 minutes to read. By author Michaela Mora on January 25, 2017 Topics: Business Strategy, Customer Experience, New Product Development, UX Research
More and more companies have started paying attention to user experience (UX). This is often associated with the experience of using websites, apps, or physical stores. At times, user experience is reduced to usability issues or impressions from visual design, but it goes beyond that.
The fact is that user experience happens every time a customer interacts with a product or service while:
Although the specifics of the experience will be different for a telecom service, utility service, medical office, lawyer office, smartphones, dishwashing machines, etc., the user experience is present nonetheless.
Good user experience often happens when customers can:
On the other hand, bad user experience is often present when customers:
Above all, the key to a good experience is finding the space in which: what users want to do matches what we want them to do. This is not an easy task.
More often than not, the problem is the lack of a deep understanding of the users. Creators of products and services know their creations in and out, but they are not the users, and can’t see it from their perspective until they do user research.
In other words, being too close to the design of products and services will narrow your vision. It will make you a victim of confirmation bias. You will see what you already know. You will expect only certain types of interactions with your products/services and ignore any potential deviations that can cause a bad experience.
Share on:
Subscribe to our newsletter to get notified about future articles
Subscribe and don’t miss anything!
Subscribe
This website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.
Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings.
If you disable this cookie, we will not be able to save your preferences. This means that every time you visit this website you will need to enable or disable cookies again.