Customer experience design

Customer Experience Design is the discipline of deliberately creating interactions based on the wants, needs, and limitations of customers. This is the definition adopted by the Customer Experience Professionals Association (www.cxpa.org). As some parts of the economy move toward commoditization, customer experience design is a multi-discipline approach that strives to create meaningful differentiation between brands. By focusing on the intangible aspects of the experience, businesses can establish meaningful emotional connections with their customers and provide them with the clues necessary to retell their experience as a story to friends, colleagues, and family. In a sense, experience is the birthplace of word-of-mouth marketing.
Applications
Customer Experience Design is similar in its orientation to Experience Design but is used as a strategic framework to coordinate the outputs of other disciplines such as user experience, visual merchandising, architecture, service design, wayfinding, loyalty programs, point of sale systems, and many more.
Practice
Customer Experience Design is being used in many industries, particularly those in service industries characterized by frequent employee/client contact in a branded environment. Retail, hospitality, healthcare, and entertainment have been the most successful early adopters.
See Also
Experience Design
Customer Experience
User Interface Design
Product Design
Service Design
Interaction Design
Industrial Design

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