Lou Rosenfield Interviews Mark Hurst

Written September 12. 2000, at 22:33 GMT.

Lou Rosenfeld of Argus-Acia does an interview with Mark Hurst. They discuss the different terms used in connection to user-centered website design. Hurst explains (defends?) his favourite "Customer Experience" and how it relates to usability engineering, information architecture, and other such terms defining fields of design activity. Most interesting!

Mark explains:

"The customer experience is the combination of everything the customer sees, touches, reads, interacts with, or otherwise engages. The customer experience is a holistic combination of everything on a web site (or wireless app, or PDA interface, or whatever)."

In fact this relates closely to how I understand the idea behind the so-called total communication firms - except maybe total communication goes even further and reaches beyond on-line media and into print-material, press-releases, TV-spots, and public appearances.

In essence everything a company does - every little thing - is an integral part of how each customer experiences the company, it's products and services.


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