Every company “sells” experiences - regardless of whether they are consciously created. Companies interact with their customers, for example, by offering products or services, via a web shop, apps or simply by e-mail. And the experience offered to the customer has a decisive influence on their loyalty and buying behavior.
Despite many similarities between CX and UX, the two terms cannot be equated. Customer Experience is primarily about the experience of the customer’s interaction with the company. The goal of CX is to control positive experiences in order to achieve long-term high customer loyalty and customer satisfaction.
The answer: It depends.
The UX design process is highly dependent on the specific project. And although there are some techniques that UX designers use in projects, each part of the process has specific characteristics.
The UX design process is not a linear process, but iterative: observe, draw conclusions, develop, test and refine. New findings can lead to repeated analyses or require further research to expand or adapt the prototype, the information architecture or the functions used.
The process is rooted in a wide range of theories and methodologies: user groups are identified, personas are determined, user stories and use cases are defined and solution approaches are developed. The creation of a prototype requires the generation of a user flow as a basis for the information architecture and develops from a LoFi prototype (e.g. paper prototype) to a HiFi prototype.