Much of my career has focused on the customer experience in some fashion, frequently encompassing user interfaces and user experiences. Today we know that the manifold experiences the customer has with the brand will dictate the decisions that customer makes about the brand — and how he or she communicates about the brand with others.
Developing customer experiences that are positive and valuable to people doesn’t have to be the sole province of the big corporations, but it’s also about much more than a pretty face.
Customer Experience is the umbrella category that contains both UI and UX, and it encompasses much more than digital experiences.
Many companies pay close attention to the moment they are interacting with their customers — and to what they're doing to try to attract those customers — but a lot of organizations don't consider the entire trajectory a customer moves through from pre-sale, to point-of-sale, to post-sale, and all of the various events, touchpoints, reflections, and communications the customer might be having along the way.
Both small and large companies can make substantial differences in their sales numbers by paying close attention to the complete customer experience. Some shifts require sea changes on an organizational level, but many can be low-cost and high-impact.
The terms UI and UX are often used interchangeably, though they do mean different things. The UI is the mechanism by which a user interacts with your product, service, or branded property/marketing engine (web site, etc.), and the UX is how it feels to do so.
UI/UX projects I've done include:
- Assessment and evaluation of existing UI/UX
- Branding implementations on the UI level
- Complete designs and redesigns of UIs and/or properties
- Development of app interfaces