Customer Experience

The sum of all experiences an individual has with a company or its delivery channels during their journey. From handling and registering a complaint to ordering new products, these interactions are monitored and analyzed at every touchpoint by frontline employees, developers, designers, and product managers for improvement opportunities.

More terms you might want to know

Eye-Tracking

A tool that allows user experience designers, or people who design products and websites with consumers in mind, to track where users look on the screen. Eye-tracking can measure users’ attention and the duration of time they spend on different areas of a website. With this information, websites can create user experience solutions such as buttons with varying colours designed to catch the eye.

Diary Study

A technique for understanding people’s experience of a product or service. Participants are asked to keep daily records of their experience using the product, and these records are taken into consideration when designing the design.

Material Design

A design language developed by Google. The goal of Material Design was to create fluid, natural movement for users on any platform they happen to be using.

Font Colour

Also known as text colour, is a visible attribute of text determined by the combination of text and background colour.

CMYK

CMYK is a colour space created for the printing process. It stands for Cyan Magenta Yellow Key (black).

Contrast

Contrast in design can be accomplished by placing two opposite colours adjacent to one another, creating a focal point within the design that dominates the composition.

User Scenario

An example of a typical user and the actions they take. Typically these are written in the form of a story.

Emblem

A mark or symbol used to represent an institution, organisation, person, or group, and it is usually displayed on flags and seals.

Complementary Colours

Colours that directly across the colour wheel, like blue and orange. When you put these colours next to each other, they make a great contrast together. Complementary colours are often found in nature.

Typography

The art and technique of arranging type to make written language legible, readable, and appealing when displayed.

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