Customer experience
As User Experience professionals, we typically spend our days designing or researching the way that an end user interacts with one or more products. Increasingly, UX activities are extending to “customer experience”, in an effort to get a richer picture of how our end users engage with every part of a service or product. Customer Experience encompasses not only user experience, but also every touchpoint between the customer and our products, services, and brand. These touchpoints can include emails, product packaging, onboarding, technical support, payment processes, return processes, physical stores, and can even extend as far as marketing campaigns, color palettes, and Super Bowl ads.
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Final paper
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Journey map exercise
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Design thinking exercise
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