2.7 Customer Experience, the brother of Service Design
Let’s again use Wikipedia to introduce you to a new family member:
In commerce, Customer Experience is the product of an interaction between an organization and a customer over the duration of their relationship.
Customer Experience is another field that wants to make people less pissed off with the organizations they interact with. I love to call this field the brother of Service Design. It works on the same goal, improving the relationship between humans and organizations; but, it is focused on the customer. The other difference is that customer experience often comes from a business background and is less focused on the use of design and innovation methods.
But, in the end, this is part of the same family and uses many of the same tools, ideas, and processes to make customers happy.