Summary
User Experience (UX) encompasses everything a user needs and wants from a product or service. It’s essential that the experience is smooth and without interruptions. We expand more on this subject in our “What is user experience?” article.
What is User Experience?
At its core, UX is about the interactions users have with a solution—from their initial intention to use it to the lasting impression it leaves afterward. Each moment, including thoughts before and after using a product, shapes the overall experience.
UX can be observed in different tiers of offerings: a product refers to tangible goods, a service is an intangible benefit provided to the user, and experience-as-a-product involves creating memorable interactions that add value beyond the basic product or service. Each tier comes with its own level of UX. Define your organization’s offering, and consequently identify the scope of your UX.
The Importance of the entire journey
Most people focus only on the peak interaction moment, like making a purchase. However, the entire journey matters, from the user’s initial thoughts to their feelings afterward (see graphic below). Consider a restaurant visit: the anticipation before arrival and the satisfaction after the meal are crucial parts of the experience.
“All user interfaces have context; bring the context to the journey map, the before and after, cultural factors and environment…”
Emil Aliev
Key Components of User Experience
- Holistic Approach: UX is not limited to just the product interface; it includes the entire environment and context in which users interact with the product.
- Customer Journey Mapping: Tracking every step users take can help identify areas for improvement and optimize the overall experience.
- Understanding User Needs: Every engagement, tangible or intangible, influences how users perceive your offer.
Conclusion
To design effective user experiences, it’s vital to recognize the diverse aspects of engagement and their impact. By deploying tools like customer journey maps and usability testing, businesses can gain insights into their offerings and create tailored solutions that resonate with users. Remember, every thought and interaction matters in crafting a superior UX.
References
Pine, B. J., & Gilmore, J. H. (2019). The experience economy : competing for customer time, attention, and money. Harvard Business Review Press.
Pine, B. J., & Gilmore, J. H. (1998, July). Welcome to the experience economy. Harvard Business Review. Retrieved from https://hbr.org/1998/07/welcome-to-the-experience-economy
NNgroup. (2016). Don Norman: The term “UX.” In YouTube. https://www.youtube.com/watch?v=9BdtGjoIN4E
Interaction Design Foundation – IxDF. (2016, June 1). What is User Experience (UX) Design?. Interaction Design Foundation – IxDF. https://www.interaction-design.org/literature/topics/ux-design