Comments on: UXmatters: Towards a definition of experience design and a definition of customer experience http://www.customer-experience-labs.com/2008/04/16/another-step-towards-defining-experience-design/ Design.Remarkable.Experience Wed, 18 Aug 2010 07:27:40 +0200 http://wordpress.org/?v=2.8.4 hourly 1 By: Linda Ireland http://www.customer-experience-labs.com/2008/04/16/another-step-towards-defining-experience-design/comment-page-1/#comment-1486 Linda Ireland Fri, 18 Jul 2008 04:33:36 +0000 http://www.customer-experience-labs.com/2008/04/16/another-step-towards-defining-experience-design/#comment-1486 Dirk Knemeyer's definition of customer experience is valuable not only for its clarity, but also because it forces us to see experience from the customer's point of view. He alludes to four big ideas most experience definitions miss: 1) "All the touchpoints" includes interactions you can control and MANY you can only influence (conversations between friends about your company or product is part of their customer experience). 2) Customer experiences are chronological. From thier view they learn about you, try you out, buy, use your product or serivce to solve their need, and evolve in their needs - one step before the next. 3) Customer experiences include both the tangible (product, process) and the intangible (emotional). I hear some people say, "It's not the product; it's the experience." I say how can you separate them? Is a Starbucks "experience" complete without the coffee? 4) Perhaps most importantly, I love that Dirk mentioned solving a need. It's too easy to focus on besting competitors, or get trapped into thinking more (service, speed, etc) is always better. The real question is DID YOU HELP ME SOLVE MY NEED? 'Nuf said. Thanks Dirk, and thanks Bernhard for the great post. Linda Ireland Dirk Knemeyer’s definition of customer experience is valuable not only for its clarity, but also because it forces us to see experience from the customer’s point of view. He alludes to four big ideas most experience definitions miss:

1) “All the touchpoints” includes interactions you can control and MANY you can only influence (conversations between friends about your company or product is part of their customer experience).

2) Customer experiences are chronological. From thier view they learn about you, try you out, buy, use your product or serivce to solve their need, and evolve in their needs – one step before the next.

3) Customer experiences include both the tangible (product, process) and the intangible (emotional). I hear some people say, “It’s not the product; it’s the experience.” I say how can you separate them? Is a Starbucks “experience” complete without the coffee?

4) Perhaps most importantly, I love that Dirk mentioned solving a need. It’s too easy to focus on besting competitors, or get trapped into thinking more (service, speed, etc) is always better. The real question is DID YOU HELP ME SOLVE MY NEED?

‘Nuf said. Thanks Dirk, and thanks Bernhard for the great post.
Linda Ireland

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