Since it came up in discussion at the recent London UX Bookclub where we were discussing Selling Usability: User Experience Infiltration Tactics by John S. Rhodes, I have been thinking about whether it would be useful to start calling myself a Customer Experience Consultant rather than a User Experience Consultant.
In the book, the author advocates using the term ‘customer’ rather than ‘user’ because your business colleagues will both understand & value a ‘customer’ more than a ‘user’. This is not really the reason that I would consider the change, though. It’s actually more about me and the kind of work I do.
The main reason that I would consider changing to a Customer Experience Consultant is because I’ve found that more and more the scope of ‘experience’ that I need to access and can have an impact on goes well beyond the website. Despite the fact that I have much more expertise in engagement with customers in digitally interactive environments, more and more the holistic experience that the customer has with the business I am designing for is relevant and important in the strategy, recommendations and ultimately design work that we do.
By defining myself as a ‘User Experience Consultant’ I am effectively signaling that my scope, interest and usefulness starts and ends at the digital border (however fuzzy that border may be becoming these days). I don’t think this does anyone any favours.
I’m also on the record as not being a huge fan of the term ‘user’, because there are so many more descriptive and humane alternatives. It would be a nice fringe benefit for me to get the word ‘user’ out of my job title.
Of course, there are downsides to this. ‘Customer’ is also a fairly limiting term, it implies consumer focus, it doesn’t allow for differentiation between the person who is ‘buying’ the product/service and the ultimate end user (who can sometimes be very different people!), and it is often too generic and not descriptive enough for companies we engage with, where ‘customers’ are called ‘members’, or ‘readers’, or ‘subscribers’ for example. (Were I working inhouse I could tailor my title to suit, but as a freelancer this is more challenging!).
Another downside of this change is that it creates yet another definition for us (the IA/UX/IxD and however else we already define ourselves) to argue over, it is another title for clients to learn, and it doesn’t give any clues around ‘usability’ which is still something that a lot of clients look for when they are really looking for user experience (but don’t yet know it exists).
I’m not really one for labouring over definitions of what we do, and I don’t think I’m going to go out and change my business cards tomorrow, but it’s something I’ll be mulling over for a while I think. My gut feel is that there is something important here, but also a bunch of problems. I’d be very interested to get your thoughts on this as well, included suggested alternatives.