Why User Experience Is So Hard To Define
John Spacey, updated on July 27, 2023
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.
StrategyA plan to satisfy customers to gain their business, loyalty and enthusiasm.
Organizational CultureA living set of norms, symbols, habits and expectations that allow you to make customers happy.
OperationsProcesses and capabilities that allow you to deliver to customer expectations.
QualityThe value that customers find in your business such as reliability, aesthetics, usefulness and a sense of emotional connection.
DesignCreating products, services, environments, information, symbols and cultural artifacts that make customers happy.
Other DefinitionsIt 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 ExperienceThis is the complete list of articles we have written about user experience.
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Designing products, services, media, information and interactions for humans. A list of ux design techniques.
The difference between design and user experience.
Two ways to understand customers or users.The practice of managing interactions with customers.
Why satisfaction metrics work so well.
An overview of user engagement with examples.
A definition of desire path with examples.
A definition of user with examples.
A definition of user experience with examples.A list of widely accepted customer service principles.
The common types of experience quality.
A definition of customer facing with examples.
A definition of customer friendly with examples.
The common types of product knowledge.The definition of ticket management with examples. A definition of customer focus with examples. The common ways to improve customer service.
Detailed examples of customer service improvement plans.
The definition of customer dissatisfaction with examples.
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