Member-only story
The 5 pillars of UX strategy
These 5 things drive UX product strategy success
Every good CX/UX strategy should include these 5 things for product success. I have seen them done well in every successful project I have been a part of, and executed poorly or not at all in projects I have seen fail.
Firstly, what is the difference between UX and CX? CX (Customer Experience) is the combined experience across all touchpoints with your business for the customer. Whereas UX (User Experience) is the focused area of one touchpoint within that experience.
So when we say we need a strong UX strategy we are also talking about a CX strategy as it is about the entire experience.
Being user-centred is critical to product success, but putting in a good framework on delivering a robust UX and CX strategy is even more important. These 5 pillars should help you understand your products' value and how it solves your customers' most important problems.
The 5 key pillars of a UX strategy are:
- Understand your users
- Understand your value
- Know how you solve the problem
