Customers in the kingdoms of commerce
A satisfied customer is the best business strategy of all.” — Michael LeBoeuf
In my recent blog, I delved into the fascinating evolution of human-centered design, tracing its journey from the concept of designing for human factors to the contemporary focus on customer experience (CX). This progression follows a lineage that originates with Human Factors, leads to Human-Centered Design (HCD), branches into User Experience (UX), and finally culminates in endlessly entwining earnings and eclipsing empathy for humans. In essence, it’s a story of evolution — a narrative that reflects how our approach to design has morphed over time. Human Factors laid the foundation, HCD refined it, UX brought user-centricity to the forefront, and now CX has emerged as the latest chapter in this ongoing saga.
However, what’s intriguing about this trajectory is the subtle yet significant shift from the human element to the rise of the customer. It speaks to a broader transformation in how we view the relationship between design and the end user. It suggests that while the focus has shifted from internal factors to external experiences, it’s essential not to lose sight of the humans at the center of it all. What this tells, also, is that the journey of…
