
“Customer Experience Design” is in vogue right now because of design’s increasing integration into all elements of a business and a growing understanding that direct end users aren’t the only people whose interactions with a business are important. But at the same time, it reduces people to merely economic entities. It’s just as dehumanizing as referring to people as “users” and also has a disturbingly capitalistic bent.
I am the messenger. I find the best way to communicate with users to allow them to accurately convey to me their experience of a product or service. (Through various means and methods of testing, both implicit and explicit.) Then, I find a way to interpret the insight I gather from this exchange. Finally, I select a sharing method for my recommendations to the people who can make changes within the product or service.