Why “Human Experience” Rather Than Customer Experience or User Experience?

Although in business lingo “experience” is usually discussed in terms of “customer experience,” “user experience,” “patient experience,” and so on, a more meaningful approach is to think of it all as “human experience,” and to help companies develop their approach to meaningful touchpoints and technologies for the people who interact with their products, services, and brand.

What do I mean by “human experience” and human experience design? I think human experience is the natural successor to the narrower ideas of customer experience, user experience, patient experience, etc.— all of which point to a common need to understand, with equal parts empathy and strategic business-savvy, a person’s ideal path in interacting with a company, brand, product, or service.
— excerpt from Pixels and Place: Connecting Human Experience Across Physical and Digital Spaces by Kate O’Neill

Inquire about what KO Insights experience strategy consulting could do for your company: