Comments on: A Primer on User Experience

By: Becky Carroll

Becky Carroll — Mon, 23 Jul 2007 16:56:35 +0000

Mark E, thank you for the kind words and for the reference to Josh’s blog. Social design online is fascinating as, in a sense, we are all part of it! Thanks again, Mark.

By: Becky Carroll

Becky Carroll — Mon, 23 Jul 2007 16:44:49 +0000

Hi Mark H – Thank you so much for your compliment! It means a lot to me.

The words “customer experience” seem to mean something a little different to everyone. When Sean was sharing his information with me, he shared it from the perspective of an enterprise software-type company. Customer experience was at the “business needs” level, and user experience was at the more tactical level.

Typically here on Customers Rock!, I view customer experience as a much broader, strategic issue to be addressed at a high level, then executed throughout the company at all levels. I think that is consistent with your way of thinking, too?

Thank you for pointing to your writings on customer experience.

You rock!

By: Becky Carroll

Becky Carroll — Mon, 23 Jul 2007 16:29:13 +0000

Thank you for the compliments, Daksh! I am glad you see value in this. I did too, which is why I pursued this topic.

By: Becky Carroll

Becky Carroll — Mon, 23 Jul 2007 16:25:41 +0000

Valeria, thank you for the new source for readers to look at, and thank you very much for the offer to help me create the PDF. I just might take you up on that one!

By: Becky Carroll

Becky Carroll — Mon, 23 Jul 2007 16:24:55 +0000

Roger, I appreciate the worthiness you give to this post. Thanks go out to Sean Van Tyne for sharing his expertise!

I will consider the PDF; makes sense!

By: Becky Carroll

Becky Carroll — Mon, 23 Jul 2007 16:23:53 +0000

Lewis, I really wanted to help iron out the differences between user experience and customer experience. What better than a primer on user experience? Perhaps I do one on customer experience next…

Thank you for your encouragement!

By: Mark E

Mark E — Mon, 23 Jul 2007 08:29:12 +0000

Nice post.

Think you should also point to Josh Porter’s blog (http://www.bokardo.com) which moves the user experience design game on to deliver “social design”

By: Mark Hurst

Mark Hurst — Sat, 21 Jul 2007 21:07:13 +0000

Thanks, Becky Nice work on this. One note – “customer experience,” as I understand it, refers to the end-users of the product or service. (I usually prefer that term to UX because UX is so often associated with tactical usability concerns – whereas “customer experience” gets more to strategic, business-oriented metrics.) Hope this helps.

You can also find all my writings on the topic in this archive of customer experience writing.

By: themarketingblog

themarketingblog — Sat, 21 Jul 2007 11:23:26 +0000

Becky,

Excellent post !

Drives a lot of value

By: Valeria Maltoni

Valeria Maltoni — Sat, 21 Jul 2007 02:39:20 +0000

Becky,

Well done! Let me know if you need help in making this a PDF for download — I can volunteer those skills on weekends with a new job started this week. I have been a fan of user experience ever since I had the privilege of working with a team of 5 user experience designers. Another great source is Edward Tufte [http://www.edwardtufte.com/tufte/].