5 Things That Define a CX Designer

The concept of Customer Experience isn’t new, but it’s frequently confused with User Experience. So, what‘s the difference?

To be honest, I didn’t know until I became one. A CX Designer (often referred to as a Service Designer) is a unique hybrid of User Experience and Customer Success. To help define this role, I compiled a list of the responsibilities that embody an effective CX Designer.

1. Focusing on the Customer
   The obvious difference between a UX and CX Designer lies within the title itself. A Customer Experience Designer focuses on all customers, not just the users within the product. The “customer” refers to any person that interacts with the company including prospects, partners, and end users.
2. Thinking Outside the Product
   Unlike traditional UX Designers, CX Designers are dedicated to more than just the product user journey. They focus on all touch points between the company and its customers. This includes customer interactions with marketing, sales, customer service, support, learning services, and the product itself.
3. Solving Complex Problems
   Problem solving goes hand-in-hand with good design, but this role is unique in its ability to solve all types of problems. From evaluating web form accessibility and improving sales communications to designing customer onboarding, a CX Designer helps drive optimal experiences in several different areas. If a project involves unsatisfied customers, the CX Designer is responsible for bringing the right people together to prioritize and research finding a solution.
4. Challenging Assumptions
   In the world of technology, time is precious and change is inevitable. For this reason, iterative projects with a strong foundation of data and research are essential for effective CX. A problem today may not have been a problem last week, and vice versa. A Customer Experience Designer frequently utilizes data and research to challenge internal assumptions and advocate for the Voice of the Customer.
5. Designing Without Detail
   In the day-to-day, CX Designers generally focus on the big picture. Their deliverables are a combination of research documents, presentations, data visualizations, journey maps, and wireframes. In contrast to a UX/UI Designer, a CX Designer’s documents are the visual presentation of information, rather than a detailed design for the end product.

Customer feedback is invaluable in solving problems and delivering a consistent and effective brand experience, from discovery to end product. For that reason, we’ll continue to see an increasing need for Customer Experience and Service Designers in the field.

Acquia is the open source digital experience company that empowers the world’s most ambitious brands to embrace innovation and create customer moments that matter. If you’re a talented UX/CX Designer or Researcher, come join us! We’re growing our team. Check out our open positions.