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

Lorem Ipsum

A type of text used as filler or placeholder text. Since the dawn of time, it has been around and is sometimes erroneously referred to as "a nonsense sentence used by printers who have run out of typesetting space".

Ball Terminal

In handwriting and calligraphy, ball terminals are the end of a stroke that resembles a ball. They are also used in some typefaces like cursive or old-style typefaces.

Proximity

The placement or otherwise of a thing in relation to other things. In design, proximity may be considered as the distance between two items in space or their relative location to each other.

Fishbone Diagram

Also known as an Ishikawa diagram, is a widely used technique in project management. The diagram provides a means of evaluating the cause-and-effect relationship between the various activities necessary for completing a project by visualising all activities in the project as bones that interconnect on an anterior and posterior spine, with causality flowing from one to another.

Repetition

The use of repeating elements and motifs for decorative purposes. In design, repetition occurs in many ways. It can be achieved by using a shape or design element in a pattern, and it can also be achieved through the use of multiple shapes or motifs that have similarities

Hue

A colour that appears to be pure and lacks any lightness (or tone) or saturation.

Serif

The small decorative stroke at the end of a stroke in a letter, or a typeface.

Persona

A sample of the target audience for which a product or service is intended.

Kerning

The process of adjusting the spacing between individual letters to improve or avoid particular visual distortions.

Mood board

A collage consisting of images, colours and text that is assembled to convey an idea or theme.

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