“User experience is the net sum of every interaction a person has with a company, be it marketing collateral, a customer service call, or the product or service itself. It is affected by the company’s vision and the beliefs it holds and its practices, as well as the service or product’s purpose and the value it holds in a person’s life.”
Robert Hoekman Jr.’s Tenet 1
This is an old one, the idea that every interaction with a company or it’s service is part of the product, part of the experience. I used to talk about this extensively years ago when introducing UX to nonpractictioners, especially when considering how every interaction was important for us to consider (at that time it was about spending time on the experience of getting support). I used to spend time analysing various experiences I had with services and how the really great ones, that I still 13 years later can remember, at every step seemed considered, thoughtful, and almost perfect. I’m sure most could come up with a few great examples.
Lately I’ve been thinking about the hiring practices of companies in Taiwan and China, and how that reflects on their culture. How could companies so financially committed to design, totally neglect this part of their experience?