• Skip to primary navigation
  • Skip to main content

IAC: Information Architecture conference

IAC: Information Architecture conference

  • Program
    • Speakers
    • Workshops
    • Sessions
    • Poster Night
    • How to attend
  • Register
  • Attend
    • Present
    • Career Center
    • Scholarships
    • Poster Night
    • Social Activities
    • Why Attend
    • Volunteer at IAC
  • Sponsors
  • About
    • IAC Advisory Board
    • IAC21 Volunteer Team
    • Vision & Values
    • Diversity, Equity and Inclusion
    • Code of Conduct
    • Privacy Policy
  • Contact
Home / Sessions / A Union of Xs – Uniting User Experience and Customer Experience

A Union of Xs – Uniting User Experience and Customer Experience

2019 IA Conference
45 minute talk

Time(s)

March 17, 2019
1:15 PM to 2:00 PM EDT

Description

We know a user experience focus improves sites, systems, services, products, places, and processes. However, when the UX is divorced from the overall CX (customer experience) even a great UX can lose its strength, its impact, its voice, its power, its income-generating potential, and even its self-worth. UXs and CXs are sometimes so disparate that the CX isolates the UX from its intended users.

It can be challenging to bring about a functional union between these Xs. It can seem downright impossible when these Xs are separated and siloed. How do we bring these often distant, sometimes warring Xs to the same table, focused on the same goals?

In this presentation, we will turn a user experience research lens on overall CX (customer experience) and learn to create a union between these Xs. By navigating the separations, opening paths between silos, negotiating cross-functional responsibilities and identifying shared goals, we can reduce the dysfunction and move beyond creating great user experiences, to delivering great customer experiences.

About the speakers

Alesha Arp
Alesha Arp

Alesha Arp is a Senior User Experience Researcher whose work has informed the design of software platforms, digital and physical spaces, and business processes. At MIND Research Institute, her plate and heart are full with UX research, CX strategy and impactful design of digital, physical, and experiential products for Kindergarten through high school students and educators. Alesha earned her Master’s in User Experience Design, Information Architecture and Knowledge Management from Kent State University.

The information architecture conference ©2021

Privacy Policy ⋅ Code of Conduct

  • Facebook
  • LinkedIn
  • Medium
  • Twitter