User Experience vs Customer Experience - same,same but different
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The document discusses the differences and similarities between User Experience (UX) and Customer Experience (CX), emphasizing their definitions, common goals, and approaches. It highlights the importance of empathy in both fields and outlines the roles involved in UX and CX. The author encourages collaboration between UX and CX professionals for improved user satisfaction and business outcomes.
![How is it defined?
"a person's
perceptions and
responses that result
from the use or
anticipated use of a
product, system or
service"
CXUX
ISO 9241-210
"The sum of all
experiences a
customer has with a
supplier […], over
the duration of their
relationship with
that supplier"
Wikipedia](https://image.slidesharecdn.com/fatdux-user-experience-vs-customer-experience-uxcamp2013-forsharing-130623145259-phpapp02/85/User-Experience-vs-Customer-Experience-same-same-but-different-4-320.jpg)
![How is it defined?
"a person's
perceptions and
responses that result
from the use or
anticipated use of a
product, system or
service"
CXUX
ISO 9241-210
"The sum of all
experiences a
customer has with a
supplier […], over
the duration of their
relationship with
that supplier"
Wikipedia](https://image.slidesharecdn.com/fatdux-user-experience-vs-customer-experience-uxcamp2013-forsharing-130623145259-phpapp02/85/User-Experience-vs-Customer-Experience-same-same-but-different-5-320.jpg)
User Experience vs Customer Experience - same,same but different
- 1. Copyright © 2006-2013 The FatDUX Group ApS, Copenhagen, Denmark User Experience vs Customer Experience same, same but different Niels Anhalt niels.anhalt@fatdux.com UXcamp 2013, Berlin
- 2. vs CXUX User Experience vs Customer Experience
- 3. UX vs CX same, same but different Source: http://www.flickr.com/photos/oxborrow/
- 4. How is it defined? "a person's perceptions and responses that result from the use or anticipated use of a product, system or service" CXUX ISO 9241-210 "The sum of all experiences a customer has with a supplier […], over the duration of their relationship with that supplier" Wikipedia
- 5. How is it defined? "a person's perceptions and responses that result from the use or anticipated use of a product, system or service" CXUX ISO 9241-210 "The sum of all experiences a customer has with a supplier […], over the duration of their relationship with that supplier" Wikipedia
- 6. How is it defined? CXUX http://en.wikipedia.org/wiki/Customer customer is the recipient of a good, service, product or idea, obtained from a seller, vendor or supplier for a monetary or other valuable consideration. http://de.slideshare.net/ericreiss/users-experience-and-beyond user a person who makes use of a thing; someone who uses or employs something
- 7. What they both have in common? CXUX Empathy Interested in people and their needs
- 8. What do they do? CXUX User Research Persona User Journey Usability Testing Prototyping Information Architecture Interaction Design Design Principles Styleguides … Customer Research Persona Customer Journey Prototyping Design Business Cases KPIs (NPS, CSI) Business Strategy …
- 9. Who are they and where do they come from? CXUX Usability Engineer Usability Researcher Information Architect Interaction Designer Interface Designer Developer Marketing Manager Product Manager Market Researcher Business Analyst CRM-Manager Customer Manager
- 10. What is their main approach? CXUX Analyze users needs Identify touchpoints Design touchpoint Test and prove design Understand customers Identify touchpoints Find business cases Establish strategy Establish KPI Establish governance Establish culture
- 11. What is their main approach? CX http://www.ecew.co.uk/ecew/programme.html
- 12. vs CXUX What is their main approach? „Management“
- 13. What is their main approach? Source: http://blogs.forrester.com/kerry_bodine/13-04-19- you_asked_forrester_answered_questions_about_customer_experience_design
- 14. vs CXUX What is their main approach? „Design“
- 15. What would a CEO say? UX Mike CEO of „the big company“ Hi, I am your User Experience Consultant! Ah, great! I will schedule a meeting for you with my internet guy. Perhaps he is interested.
- 16. What would a CEO say? CX Mike CEO of „the big company“ Hi, I am your Customer Experience Consultant! Ah, great! You can give me advice how to earn more money with my customers?
- 17. Who are the market drivers? CXUX ? Microsoft Digital Agencies Digital Plattform Owner Adobe Oracle SAP Forrester
- 18. What to do? CXUX Come together Learn from each other Support each other for the sake of you, the users and good business provides strategic framework and business approach provides concrete optimatization and design knowledge
- 22. CXUX same, same but different
- 23. I’ll be happy to discuss with you! You’ll find us (even) in Cologne! Niels Anhalt Director UX Consulting/UX Strategist, FatDUX Cologne, Germany FatDUX Cologne c/o nexum AG Maarweg 149-161 50825 Cologne, Germany niels.anhalt@fatdux.com +49 176 17476600 www.fatdux.com