For over a decade, I have been working with developers, business stakeholders, and users to create digital experiences and/or services that are designed to inform, inspire, and entertain. While creating these experiences I have noticed a certain lack of understanding between software developers and UX designers. In this post I'll talk about strategies I've used to bridge this gap.
Last month I had the opportunity to attend the Customer Experience Conference 2015 (CX 2015) run by UX Australia. The conference was about designing customer services, and was coupled with a single-day workshop demonstrating techniques for customer journey mapping.
There are many definitions available for 'Customer Experience', but Forrester Research has the best I have found: “How customers perceive their interactions with your company.”
Here are summaries of two presentations that explain what CX consists of and highlight the value of user-centered design methods.