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Customer Experience, Design, Ideas, Technology

Who Should Take Product Experience Ownership?

2 minute read | By: Amanda Morgan


What exactly is Product Experience?

Product Experience (PX) is defined as the general customer perception, expectations and valuation of a company’s product or service during the course of its use in various applications. (PX) is an essential element of the concept of Customer Experience (CX), which includes all of a company’s interactions with its customers or clients. PX is brought about through intelligent design applied so as to ensure effectual delivery of products or services, along with ongoing efficient quality control to maintain or improve standards.

 

What organizational departments should have ownership of Product Experience to ensure the success of a business?

 

In the past, PX was considered to be the sole purview of company departments that specialize in areas like product development and marketing. This practice has a tendency to create narrow focus inside a department in response to its own specific functions and its access to resources.

 

However, in the modern business world, more and more companies have begun to embrace the notion that to be truly successful there needs to be a holistic organizational approach when designing, developing and delivering a product or service.

 

That is to say, organizational departments all across a company should avoid what is known as “silo mentality.” This can occur when units within a company have divergent objectives that sometimes lead to an overall atmosphere of isolation, resulting in various departments possibly being in cross-purpose with each other. This single-minded thought process, which can develop when a department is solely concerned with its own separate daily operations, can end up jeopardizing the overall company goals. Ideally, all organizational units need to openly communicate, cooperate and coordinate to achieve the shared company vision of creating a sound product or service, then offering it to its customer base in the most attractive, effectual manner.

 

How can Product Experience be improved? Elements that can optimize PX can include:

  • Product development stage requirements that coordinate with all organizational units that support the product, including sales, customer service, delivery processes, billing, etc.
  • Testing of operations and product performance for issues that could affect the product’s overall success.
  • Attention to detail in packaging of a physical product to ensure that it is simple to open, close and reuse.
  • Product development stage requirements that coordinate with support services to consistently follow through on customer product pledges and guarantees.
  • Excellent employee training to provide dependable, knowledgeable first-rate support services.
  • Implementation of creative, awe-inspiring ways to interact with customers.

 

Taking a holistic approach to your product can propel the overall Product Experience in many ways, but perhaps most importantly by creating a cohesive Customer Experience.

Read more:

Learn about the difference between User Experience and Customer Experience.