Customer Experience is out?

Customer Experience is out! paper.li/MoeNawaz/13928… Stories via @VesaPalomaki

In the sales/marketing world one can often confuse THE user and the customer (who actually uses and pays for us).

User has a problem or challenge, and (silently) needs a solution... Technology first-approach isn't the right one. We need to serve the User (and customer) independently of the technology....

Daily Quote (by Tero Laiho)

(by quote by Tero Laiho)

Service Design - Illustrated

UX - the discipline of Humanity, Aesthetics & Technology

What is User Experience (UX)?

Simple and direct question. Simple to answer... but, the answer is... it's cross-functional.

One can think UI/UX as a technological challenge;
-how to make UI work smoothly?
-nice graphics? enough resolution?
-nice logic in functions
-responsive? CPU power?

or...

From graphic design point of view:
-which colors are good? trendy? evergreen?
-what font is suitable?
-how about layout?

or...

What does The User *actually* want to do or accomplish?

Product Manager vs UX Manager

Product Manager vs UX Lead / Manager?

"I read the news today, oh boy... ,, - the Beatles

From my experience... Product Manager's (PM) job can be divided in practise into two different roles, "personalities" or talents whatsoever. First, you have blank paper or vague idea then starting to concept & specificy and finally to develop the product and go-to-market.

Comparison: UX leader thinks the "artistic" and "creative" side of the product: how does look like, what's the functionality and overall user experience in various touch points. S/he's kind of "architect of the overall product offering".

To simplify; PMs are protecting & launching the creative work of UX managers.

Extremely simplified: UX managers design WHAT people get and Product Managers handle HOW people get that...