Chapter 1You Are Not Your User
So what is user experience (UX) anyway?
You might think it would be a relatively easy term to define; however,
when I reflected on the evolution of UX, it was quite a difficult task.
UX covers a broad range of interactions a person can have with a
business, and in an increasingly connected world, the lines are blurring
between the digital and nondigital spheres. What might begin as an online
experience can extend into a physical interaction (say, in a
bricks-and-mortar store) and then be further influenced with an instore
representative—all shaped by a particular business process.
So, let’s attempt a simple explanation. User
is the sum of a series of interactions a person ...