If you’re a UX designer, you may be wondering why you need to know about CX or customer experience. After all, your job is to create user interfaces that are easy and enjoyable to use, right? Well, yes and no.
While UX design is certainly a crucial part of creating a great product or service, it’s just one piece of the puzzle. In order to truly create a product or service that people love, you need to think beyond just the user experience and consider the entire customer journey. Here are a few reasons why UX designers should pay more attention to CX.
UX is just one part of the CX journey
First of all, it’s important to understand that UX and CX are not completely separate entities. In fact, they’re highly intertwined. While UX focuses on the user’s experience with a specific product or service, CX looks at the entire customer journey, from initial discovery to post-purchase follow-up.
By understanding the larger context in which your product or service fits, you can create a better user experience that fits seamlessly into the customer’s overall journey.
Designing for CX leads to better UX
When you design with CX in mind, you are taking a customer-centric approach to your UX design. This means understanding the customer’s needs and preferences, and designing an experience that meets those needs. UX designers can create more effective and meaningful experiences that are aligned with the customer’s goals if you’re focused on the broader CX journey.
It is also important to note that understanding the larger customer journey can also help you identify pain points that may be outside of the scope of your UX design. For example, if you’re designing an e-commerce website, you may be focused on creating a seamless checkout process. However, if customers are experiencing shipping delays or poor customer service, they may still have a negative overall experience with your company.
CX impacts brand perception
Customer’s perception of your brand is shaped by their entire experience with your product or service. If the customer has a positive experience from start to finish, they are more likely to view your brand positively. If there are gaps or pain points in the CX journey, it can negatively impact the customer’s perception of your brand.
UX designers can help ensure that the customer has a positive perception of the brand with the right CX design. Identify these opportunities and create designs that solve real customer pain points for their better overall experience.
CX can impact customer loyalty
Always aim for a positive customer experience that can lead to increased customer loyalty and advocacy – which can have a positive impact on the bottom line. Customers are more likely to remain loyal to a company if they have a positive overall experience.
This means that even if your digital interface is top-notch, if the rest of the customer experience is lacking, customers may not return. Start designing UX with CX in mind to ensure that your customers have a positive overall experience and are more likely to remain loyal.
Overall, UX designers need to know about CX because the UX is just one part of the broader CX journey. By taking a customer-centric approach to UX design, designers can create experiences that are aligned with the customer’s needs and goals, leading to positive outcomes for both the customer and the brand.
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