Why is user experience important?

There can be a clear distinction between a user, partner, consumer, or customer (or similar), all of which are considered types of consumers and, therefore, stakeholders. Those subjects will be covered in greater detail later in this book (Chapter 5). The focus here is the experience aspect, in this chapter (user) and the next (customer).

In a generic sense, think of users as generalists, more closely associated with the day-to-day aspects of operating a company. Practitioners would also be a valid description, considering the competencies they are required to execute in specialized areas. These users are the most likely to interact with the products/services and the service providers. This is where experience matters. The interactions here, good or bad, are measurable and can be tied directly to the experience with the service provider and business indicators.

Here are three user scenarios that can have a significant impact on experience:

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