Someone posted an interesting challenge today on LinkedInhow would you describe user experience in a word?

Some of the replies extravagantly mention return on investment (ROI), many had customer satisfaction and so forth. Hmmm…

I’m afraid ‘customer satisfaction’ is a generic catch-all phrase and may perhaps be misleading. Most designers mean client satisfaction when they speak of customer satisfaction. The user experience is determined by the end-user, not necessarily the commissioning client.

Most designers aim for a ‘Wow’, ‘Whew’ or ‘Slick’ response from the client but these are  not the indicators of good design.  They are merely subjective opinions. Perhaps informed and well-intentioned opinions, but opinions nevertheless.

The challenge, in my opinion, is to EASE the user experience in terms of enabling their objective. Ease, enable.


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