Top	[This Network is not currently active and cannot accept new posts]
<- Previous	Next ->

460 hits

Dec 05, 2003 2:57 pm		re: re: The Customer Experience
KDouros		I would *mostly* echo Kyle's thoughts...the term "user" covers a somewhat different space than the term "customer". There are many products in which the person who purchases the product (the customer) is not the actual user. IT products are an obvious example, but pretty much any product provided by a company for an employee could be a candidate for this distinction. This difference becomes critical when you realize that the goals of the "customer" may not be the same as those of the "user". And of course, there are "secondary users"...think of the bank (customer) that purchases loan software for a loan officer (user) who then interactively conducts the process with a loan applicant (secondary user). The needs of ALL of these participants must be understood and adequately addressed. I don't feel that the original post was meant to be inflammatory. I teach several graduate human factors courses and am frequently asked about the term "user" (and occasionally even "human") by the students. Cheers, Ken Private Reply to KDouros (new win)

© Ryze Limited. Ryze is a trademark of Ryze Limited.  Terms of Service, including the Privacy Policy