Comparing and contrasting User Experience Vs Customer experiences
The shift that Customer experience vs User experience design has undergone in a matter of years gets me on my edge. Why? Because if you think of it as a “fluffy” area in tech, you will fall behind in cutting a space in your market. Yes, you heard me right! The Customer Experience Design and User Experience Design are inevitable aspects of business design and has now become an industry worth investing in.
But one of the hardest things here is to keep track of these experience-led buzzwords which have almost overlapping definitions. They are not worlds apart, but they don’t mean the same thing either. There is a faint line between the two concepts that are almost invisible. Pretty confusing isn’t it? So, let’s cut the frills once and for all. Here is what you need to know about UX and CX and how they differ from each other.
What about going with the User Experience Design process, first?
User Experience Strategy- Narrowing down the lane
eginning with the basics, we know how every user’s first interaction happens between them and the physical or digital products that they use. As providers of a service, if you can enhance the user’s product usability through your application or website in such a way that their needs are fulfilled, you’ve done your part with a brilliant User Experience Design. Several parameters go into the making of a wholesome User Experience. Some of them are clarity, digestibility, familiarity, trust, delight, effectiveness, efficiency, emotional satisfaction, and the quality of the relationship with the organization that provides the product or service.
It goes without saying that the user experience design process is inevitable as long as you want your users to come back to your app or website for more. In the tech world where securing loyal customers are extremely important, a good User Experience design will prove that you are worth their time. Let me show you an example of how a good UX should make the users feel. For instance, Maria decides to order her favorite dress from an online store. The store lets her navigate easy-breezy through the entire app, filtering her preferences, comparing the product prices, checking out her payment and also tracking the order. Before she knew it, she had her brand new dress delivered in a matter of clicks. This is how seamless an app should perform with an trendy UX design in place.
Customer Experience Strategy - The Umbrella Term
Every customer has unique needs, tastes, and choices to cater to. Based on these subjective aspects customers expect their journey through your brand to be highly personalized. Due to this, you need to pay a keen eye to understand each customer’s journey and design touchpoints for them so that their interactions are made enjoyable. Now if you ask me what touchpoints are, I'll tell you that they are every little interaction that happens between a user and a brand from their first engagement to the last, probably till the stage of retention during the complete product lifecycle.
On the whole, the success of your enterprise depends on how well you set up a touchpoint that either meets or exceeds your customer’s expectations. It should be a complete package of pleasant encounters with your business. More or less, it’s making your users comfortable with not just a product but your entire brand covering its social media channels, sales process, advertising, and customer support.
For a better understanding, I’ll recap the previous example, imagine Maria was sent a damaged dress and she immediately rang customer support for a replacement. They consider her and as an immediate response send their representatives to collect the product from her residence free of cost. Maria is impressed and so are we, isn’t it? That’s a positive Customer Experience that Maria was delivered with.
Is UX the subset of CX?
This question solves the long-standing debate about Customer Experience vs User experience. After reading the previous descriptions of both UX vs CX you must have asked the same question to too. Not prolonging it further- the answer is YES! User experience strategy is the subset of customer experience strategy. When UX design focuses on the experience of a particular interaction, CX design looks after the experience of the services as a whole. To put it in a nutshell, the customer experience is the result of multiple user experiences coming together in harmony.
Enhancing Customer Experience vs User experience to New Levels
Although these two terms are used interchangeably, they are headed towards the same destination - to get customers to stick around. Professionals working on both these designs constantly need to strive to identify the roadblocks causing frustration in users, preventing them from reusing your app and generating negative opinions about your brand.
After which these strategies are revamped to prevent customer drop-offs. You want customers to grow your name and not defame your brand. Customers have the power on their fingertips! Yes, it might take you several months to find a customer but only seconds to lose one. Hence, user and customer experience management is not just important but unavoidable simply because a poor Customer Experience Design can cause customers to abandon you halfway to choose your competitors with much better-winning customer experiences.
You do not want your customers to round off, but you want them to repeat coming back to you. So, a great CX can play a major role in setting your product or service apart from the vast majority of competing brands. And here’s a cherry to top the cake - customers are more willing to spend money on mobile apps and websites with unbeatable CX. Well, that’s a straight shot at boosting the sales and revenue of your organization.
The Rise of Trendy User and Customer Experiences
Let’s face this! Trends are to be taken for real and especially when it comes to UX design tools and customer experience management it lets you have an edge over others. What’s on-trend today might seem like an age-old haunting belief tomorrow. However, let’s sneak peek into the UX and CX design trends for 2020.
- Subtle animations in web pages and apps that can lift otherwise dry subject matter making it lively.
- Neomorphism - the use of design elements that closely resemble as they look in real life.
- Large images and graphics with minimal designs that blankets the complete web page to grab the users attention
- Variation within single fonts to give a dynamic look and feel
- Hand-drawn illustrations and embellishments are taking websites much closer to humanity.
Decoding the Elements of Experience Design – UX and CX
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A Guide to Building Customer and User Experience Teams for Projects
Build your team of customer and user experience experts who give smooth user journeys and intuitive products. They help you in aligning your business goals with user needs, reduce friction, boost satisfaction, and build lasting trust.
Staff Augmentation
Extend your team with skilled talent that blends seamlessly, accelerates delivery, and improves user experiences.
Build Operate Transfer
BOT helps to build and run your team, optimize workflows, then transfer full control with stable processes and teams.
Offshore Development
Offshore Development Centre helps get dedicated teams delivering consistent quality and user focused solutions.
Product Development
Product Outsource Development helps to design and build products that solve real user needs and deliver lasting value.
Managed Services
Ongoing application management that ensures performance, reliability, and smooth experiences for users.
Global Capability Centre
Set up global capability centers that drive innovation, operational efficiency, and customer centric delivery.
Capabilities Of Customer and User Experience Services:
Improves customer satisfaction by making interactions simple, intuitive and consistent.
Increases conversion rates through intuitive design and simplified user interactions.
Reduces development costs by identifying usability issues early and minimizing rework.
Builds brand loyalty by creating meaningful and user-focused digital experiences.
Designing meaningful customer experiences that feel intuitive, engaging, and built to drive lasting business value.
Tech Industries
Industrial Applications
User Experience and Customer Experience services help industries better understand users, refine interactions, and simplify journeys. By removing friction and aligning offerings with real needs, businesses create smoother experiences, build trust, improve efficiency, and strengthen customer relationships across both digital and physical touchpoints.
Clients
Clients we engaged with
Customer and User Experience Services Improving Business Performance and Customer Loyalty
Customer Experience and User Experience services help businesses create smooth journeys and easy-to-use experiences. This builds customer trust, improves engagement, and supports steady, measurable growth across both digital and physical channels.
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UX Experience Design
UX services focus on creating intuitive experiences that improve engagement and user satisfaction.
