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November 16, 2009

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 quotes:
  1. Investing in the customer experience turns customers into advocates
  2. User experience is everything, but is still undervalued and under-invested in
  3. User experience is the summation of considerations across UX disciplines
  4. Focus on the idea of a product experience, instead of experience that only deals with the user
  5. A good user experience can be subtle
Tags: , , Author: Sarah Hanley
  • 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: www.simplyread.wordpress.com.
  • 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!
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