Trends Report

How To Modernize User Experience

It's Not Just About Usability Testing Anymore

March 23rd, 2015
Leah Buley, null
Leah Buley
With contributors:
John Dalton , Corey Stearns

Summary

Today, user experience (UX) is a robust field combining elements of product design, service design, and innovation. But most customer experience (CX) professionals maintain a narrow view of UX, limiting it to mere usability or user interface design. Customer experience professionals who undervalue UX leave themselves at great risk because software-based and omnichannel experiences continue to reshape customers' perceptions and behaviors. This report details the methods that successful CX professionals will use to revitalize their UX capabilities and the business benefits that these efforts will deliver.

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