Join Cory Lebson for an in-depth discussion in this video Customer experience (CX), part of Planning a Career in User Experience.
- Also, within our UX strategy bucket, we have customer experience or CX. Like the UX strategist, the CX professional seeks to understand how the business goals align with the experience of customers, but like a service designer, the CX professional drills into all the touch points where the customers connect with the business. These touch points conclude not only screen based interactions, but interactions with call centers or perhaps, in person interactions with the brand and company staff as well, whereas the service designer may be most focused on designing the customer experience.
As a CX professional, you work to understand and to visualize the customer experience. Perhaps like the user researcher, through a research activities and synthesis of a variety of data sources. Are the expected users interacting with the company in the expected ways? Are there pain points where there's a misalignment between user expectations and company interactions? You may produce a customer journey map that visualizes the entirety of the experience that customers have with the product over time. This journey map might be overlaid with an understanding of difficulties or frustrations that may be moving customers away from the goals of the business.
You will work with business stakeholders to figure out what specifically may be the underlying cause of a problem and how it can be fixed. But while a fix may be sufficient, the company may be able to innovate further and figure out how to exceed expectations. Ultimately, leading to a more successful business, a better appreciated brand, and more loyal customers. If you're interested in learning more about customer experience, check out the customer experience resource page on uxcareershandbook.com as well as the following courses.
In this course, UX expert Cory Lebson breaks down the sub-disciplines of user experience (the trifecta of design, research, and strategy), so you can learn about the different jobs that align with your strengths and passions. Cory helps you understand job responsibilities as well as the benefits of working full-time for a company vs. consulting or freelancing. With his guidance, you can create a more compelling resume and portfolio package and make sure that you properly brand yourself as a UX professional.
This course offers focused career advice for job seekers, tips for recruiters and employers who want to better understand UX, and a necessary framework for grad/undergrad students exploring the next step in their career. Along the way, Cory highlights training in the library to build specific UX skills.
- What is UX?
- Should you be a UX generalist or a specialist?
- Available UX career types: design, research, and strategy
- Working in-house, consulting, or freelancing
- Telling a story with a portfolio and resume
- Working with recruiters