The Nielsen Norman Group recently published a research paper “PM and UX Have Markedly Different Views of their Job Responsibilities”. Winding back the clock, sharing a podcast I published in 2007 for Boxes and Arrows, one can easily hear how the disciplines evolved and why current research supports what I view as an opportunity for both disciplines.
What if we considered disciplines like sociology to bridge the divide between customer experience and user experience? Imagine a space where the troubles of the customer are aligned with the issues facing users. Charles Wright Mills did just that … in 1959.
Questioning and clarifying with the intent to understand is critical for success. Without such effort, how can we be certain we’re even asking the right questions?