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Why User Experience Is So Hard To Define

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User experience is the practice of satisfying customers. This is a broad mission that happens at different levels including strategy, organizational culture, operations and design. As such, user experience is commonly defined in different ways that are relevant to each level. The following definitions are arranged from the most general to most specific. Each is correct within its own context.


A plan to satisfy customers to gain their business, loyalty and enthusiasm.

Organizational Culture

A living set of norms, symbols, habits and expectations that allow you to make customers happy.


Processes and capabilities that allow you to deliver to customer expectations.


The value that customers find in your business such as reliability, aesthetics, usefulness and a sense of emotional connection.


Creating products, services, environments, information, symbols and cultural artifacts that make customers happy.

Other Definitions

It is common to use the term user experience design as a synonym of visual design, web design or interaction design. This is done to emphasize that a design specialization has a primary goal of satisfying users.

User Experience

This is the complete list of articles we have written about user experience.
Calm Technology
Choice Architecture
Color Theory
Context Of Use
Customer Design
Design Principles
Desire Path
Emergent Design
Emotional Design
Ephemera Design
Feature Fatigue
Functional Needs
Human Factors
Industrial Design
Media Design
Modeless Design
Naive Design
Product Design
Satisfaction Metrics
Sensory Design
Target User
Task Analysis
User Analysis
User Engagement
More ...
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Experience Design

Designing products, services, media, information and interactions for humans.

User Experience Design

A list of ux design techniques.

Design vs User Experience

The difference between design and user experience.

Personas vs Tribes

Two ways to understand customers or users.

Customer Service

The practice of managing interactions with customers.

Satisfaction Metrics

Why satisfaction metrics work so well.

User Engagement

An overview of user engagement with examples.

Desire Path

A definition of desire path with examples.


A definition of user with examples.

User Experience Examples

A definition of user experience with examples.

Customer Service Principles

A list of widely accepted customer service principles.

Experience Quality

The common types of experience quality.

Customer Facing

A definition of customer facing with examples.

Customer Friendly

A definition of customer friendly with examples.

Product Knowledge

The common types of product knowledge.

Ticket Management

The definition of ticket management with examples.

Customer Focus

A definition of customer focus with examples.

Customer Service Improvement

The common ways to improve customer service.

Customer Service Improvement Plan

Detailed examples of customer service improvement plans.

Customer Dissatisfaction

The definition of customer dissatisfaction with examples.
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