Service quality plays a key role in user experience (UX) but also in business performance — it is the emotional connection that users feel with a brand, product, or service that allows the business to stay competitive.
In April, I had the opportunity to share my thoughts with a unique audience at UXInsight 23’ Festival in Breda, Netherlands. My presentation focused on helping designers and non-designers choose the right UX metrics for business or product decisions but also advocating for a more user-centered culture within organizations.
In today’s digital landscape, UX has become an essential factor in determining the success or failure of a product or service. UX refers to how users feel and interact with a solution, and it can be the difference between a loyal customer base and a failed adoption. A person’s experience is a combination of factors that lives in four different time spans.
To achieve experience-market fit, a business must recognize that experience success is a comprehensive journey from start to finish that covers before usage, during usage, after usage, and over time interactions with a product or service. Overemphasizing a single moment, such as “during usage,” can be counterproductive — it may lead to underestimating the importance of other time spans that contribute to the overall end-to-end experience.
I strongly advocate that businesses embrace quantifying and measuring user experience to make informed, data-driven decisions that can guide their product and business strategy. User experience is a complex interplay of both pragmatic and hedonic properties…