What is customer experience design?
Customer experience design is the process of applying care and consideration to every touchpoint a customer has with your brand. It should be consistent from the awareness stage all the way through post-purchase service and loyalty-building. If the customer journey is a conversation between a brand and a user, your customer experience design strategy is how you shape that conversation.
Customer experience vs. UX design
The main difference between customer experience (CX) design and user experience (UX) design is UX design doesn’t necessarily encompass every single touchpoint. The main goal of UX design is to provide a seamless technical experience within a website or application itself.
Why is customer experience design important?
Customer experience design is important because it’s a way to build brand equity, influencing the market awareness and perception of your brand. Through traditional performance marketing tactics in conjunction with brand marketing tactics, marketing experts recommend businesses choose brand equity as their North Star metric.
When it comes to growing a business, many brands focus primarily on performance marketing. That can be an effective short-term approach, but in the long-term, focusing on conversion without also nurturing public perception of your brand can actually erode it. And once you start eroding your brand, it’s rather difficult to build back up.
How to design a great customer experience
Map the customer journey
“AI is no longer just a tool for automation — it’s becoming a creative partner, assisting in everything from layout generation to user testing.”
3D and Immersive Design
With the rise of virtual and augmented reality, 3D and immersive designs are becoming more prominent. This trend allows users to engage more deeply with digital interfaces and content, creating experiences that feel more tangible and lifelike.
