This content originally appeared on NN/g latest articles and announcements and was authored by Sarah Gibbons
Summary: Pain points are problems that occur at the different levels of the customer experience: interaction level, customer-journey level, or relationship level.
UX professionals aim to create end-to-end customer experiences that serve the user goals as effectively as possible. To that end, we conduct user research to understand our users, their needs, and the hurdles they may encounter as they are trying to address those needs. We usually refer to these hurdles as pain points — problems in the customer experience with a product or service.
The phrase ‘customer experience’ is crucial in the definition of a pain point. Elsewhere we’ve defined customer experience as encompassing three levels: the interaction level, the journey level, and the relationship level. A pain point can be an issue at any of these three levels — it could be related to a particular interaction with an interface (in which case it is usually called a usability issue ), to a journey as the customer is trying to accomplish a goal, or to the longitudinal experience that a customer has with a company.
Let’s first look at a few examples of pain points at the three levels:
Read Full Article
This content originally appeared on NN/g latest articles and announcements and was authored by Sarah Gibbons
Sarah Gibbons | Sciencx (2021-05-16T16:00:00+00:00) Three Levels of Pain Points in Customer Experience. Retrieved from https://www.scien.cx/2021/05/16/three-levels-of-pain-points-in-customer-experience/
Please log in to upload a file.
There are no updates yet.
Click the Upload button above to add an update.