Customer support design

1. What is customer experience design?
2. What is UX in customer service?
3. How is service design different from UX design?

What is customer experience design?

CX design refers to the process of positively shaping every interaction a consumer has with a business—from contacting customer service to browsing the company's social media posts. Companies use CX design to have high-quality interactions with people before, during, and after they become customers.

What is UX in customer service?

User Experience (UX) deals with people interacting with your product and the experience they receive from that interaction. UX is measured with metrics like: success rate, error rate, abandonment rate, time to complete task, and (since we deal in digital) clicks to completion.

How is service design different from UX design?

But while service design takes a broad view, looking at all the factors of a customer journey from start to finish, UX designers focus only on the touchpoints in that journey. The moments when a user interacts with a product.