Customers expect brands to have the same values, meet expectations and even offer a similar personality to their own in all context of their live. And sometimes I feel like we’re forgetting one important thing. We all have one thing in common: We are all human beings.
The Human Behaviour
It’s no secret that humans are sensory creatures, our nervous system allows our bodies to perceive sensations, to think and to perform all of our movements, both voluntary and involuntary, our lives are lived through experience through feeling. There are many different types of emotions that have an influence on how we live and interact with others. At times, it may seem like we are ruled by these emotions. The choices we make, the actions we take, and the perceptions we have are all influenced by the emotions we are experiencing at any given moment.
In a nutshell, truly Human Experiences satisfy our emotions, ethics and creativity. A more human experience means a product is a combination of useful, beneficial, convenient, fast, worthwhile, easy, entertaining, and memorable for the person.
A True Human Experience
First and foremost, in order to get from User Experience (UX) and Customer Experience (CX) to true Human Experience (HX), we must stop reducing human beings to their roles as users or consumers, or to an entity that can be replaced by technology. We must break the system of world domination of technology and restore technology to its proper place as a means to an end, not an end in itself.
HX is how a human being experiences your product or service. So why is that different from how a user or a customer experiences a product? Clearly, HX provides a more holistic, human-centric perspective than UX or CX. We, the users, are not only users. We might be customers of the product, but one thing is for sure, we definitely are human beings.
HX is defined by the experiences we have as customers (CX), not only with one organisation, but with all the organisations, with which we interact. A customer who is used to Amazon’s simplicity and accessibility now expects the experience to be reflected elsewhere.
Human Experience is more about purpose than about consumption (customer) or usage (user).
If people believe they share values with a company, they will stay loyal to the brand.
Howard Schultz
Everything we do in business and in life is about people.
Balance
Service Design
