November 16, 2009
3 Comments

It’s not “user” experience, it’s “people” or “customer” experience.

“It’s not ‘user’ experience, it’s ‘people’ or ‘customer’ experience. The term ‘user’ can be a barrier to good design.” - Sarah Hanley

“It’s not ‘user’ experience, it’s ‘people’ or ‘customer’ experience. The term ‘user’ can be a barrier to good design.” – Sarah Hanley

This quote is from Sarah’s submission to Johnny Holland’s #uxtip contest, collected via Twitter.

Related posts:
  1. Customer experience needs to be a competence, not a function
  2. Investing in the customer experience turns customers into advocates
  3. Don’t lose sight of the founding elements of customer experience
  4. UX is a conversation between people separated over the distance of time
  5. Collaborating to provide insights can lead to positive customer experiences
Tags: , Category: Sarah Hanley
  • http://exvertebrum.wordpress.com Rafael Rez Oliveira

    Could I disagree?

    “User” is a immune term.

    “People” is too much lovy and potentially atract non-objective approach.

    “Customer” is a marketing word that means “client”, the one who need to be pleased.

    The use of the word “User” keep things simple and clear, by the way. By the way, I also agree with Sarah in general: always remenber that a “user” is a person you could know!

  • http://carmelhassan.es/links Links | carmel hassan (ui designer)

    [...] It’s not “user” experience, it’s “people” or “customer” experience. [...]

  • http://www.simplyread.ca Michelle Black

    I’ve been meditating and blogging on this topic recently as well. As it turns out, the word ‘customer’ can have its own pitfalls. You can see a couple views on this at: http://www.simplyread.wordpress.com.

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Catriona Cornett
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