User experience (UX), customer experience (CX), and service design (SD) are all important human-centred design disciplines that are underpinned by theory and rigorous research. These disciplines can be traced back many years, however it is more recently that they have gained popularity, particularly as more companies become design driven and are accepting design as a crucial business strategy (such as Airbnb, Adobe, and Google). Even with this increase in adoption, there still tends to be some confusion around what UX, CX, and SD are, and the purpose of each. This blog post will describe each of these disciplines, the benefits of them, as well as how they are interrelated.
User Experience Design (3)
Since 2011, when Forrester proclaimed we’re in the age of the customer, we have been reading about return on investment through focusing on customers:
From science fiction to reality, artificial intelligence (AI) has come a long way, however media and popular culture these days have painted an image in our minds that AI can do anything and everything: including chatbots. This might be the case in the future, but at the moment we’ve only just uncovered the surface of AI's potential. When building interactive chatbots, we need to be mindful of this and carefully consider the user experience we're offering.
When considering Human Computer Interaction (HCI) design principles, heuristics and the overarching user experience (UX), typically designers are encouraged to deviate from familiarity and promote novelty in their designs.
Creativity and science in UX design – the psychology of it reveals that how we connect and use websites has a great deal to do with human behaviour and how we all interpret the world around us depending on our background, education, and experiences.
Today, user experience design is a rapidly growing field, with undergraduate and graduate level programs being developed to train future generations of professionals to design products for the people who use them.
By Loletta Cheng
Customers are increasingly choosing products and services based on the quality of the experiences they have with them. Indeed, research shows that when customers encounter problems, they are 4 times more likely to buy from a competitor if the problem is experiential (e.g. service) rather than rational (e.g. price) (Bain & Company, 2013).
By Jason Arnold
By Zahra Cassam Sulliman