UX, UI, and CX: Decoding the Alphabet Soup of User-Centric Design

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Hello, hello, hello.

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And welcome to the final episode

of more than a brand season three.

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Let's dive right in.

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All right.

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So all season, we've been talking

about big girl, big boy business.

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I've been throwing some terms out here.

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I've talked to some experts and.

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As I was reflecting on how

I wanted to end this season.

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I thought about the fact that I'm

shifting the way that we do business

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here at Fursify Creative and Consulting.

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And I've been using the term CX,

, which stands for Customer Experience.

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But what I, what dawned on me is

people are probably like, what

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the hell is she talking about?

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We've heard of UX, we've heard

of UI, but what the hell is a CX?

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So I said, let me take this opportunity.

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To explain to you what's the difference

between the three and then why we moved

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from being called the web design agency

to focusing on being a customer experience

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agency and what that looks like.

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All right.

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So the words UX, user experience,

UI, user interface, and CX,

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which is customer experience.

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Is used throughout the industry,

especially in the tech world all the time.

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And as a customer, as a small

business owner, you might not

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necessarily know what the key

differences are between those three.

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So with you, and when you think about it.

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They build on one another.

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So a UI, which is user interface, those

are those, those are the forward facing

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things that your users experience.

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So usually it's a website.

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And when you're thinking about UI.

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You're thinking about what that

looks like, the creative aspects of

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how users are going to visually see

it, how it's gonna flow, and from

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point A to point B on that platform.

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So like I said, it's usually a website.

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It could be an app.

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It could be if you're creating

your own app for your business.

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What does that look like?

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What does it look like when they log in?

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What does it look like when they log out?

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What's the pieces in between?

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So, when it comes to UI, especially

as consumers, that's the part

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that we see most of the time.

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So when Netflix is changing the

way that your profiles are set up,

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changing the way they display things,

that's that user interface, and

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that's those three things that we're

jumping into today working together.

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So that's that that's user interface now

UX, which is user experience that digs

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a little bit deeper So why UI focuses

more on creativity the user experience?

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also Digs into what is the

best way this customer needs

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to experience this platform?

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So not just visually things like, uh, they

dig into data and analytics and research.

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And that's some of the

things that I was, that I do.

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Um, but you dig into data,

you dig into research and you

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make design based decisions.

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, you have designs based on data, which

is something that you know, I love.

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And based on user feedback,

it's not just creating a lot of.

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Beautiful, cute stuff.

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When you're digging into that user

experience, you are putting a user

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first on that particular platform.

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And I keep saying that particular

platform, because when we get to

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customer experience, which is what

we're focusing on, you're going to

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see that it shifts a little bit.

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So whether that's the app or your

website, your user experience person,

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your UX person is digging into.

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The pieces that makes the experience

for the user the best, and it also helps

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support you reaching your business goals.

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Now, the customer experience journey,

which is if you've been following

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me on socials, if you've seen that

I have really been showing you some

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behind the scenes of how I help my

clients with their customer experience.

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So with customer experience, it's

not just worried about that platform.

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And I'll use a website for an example.

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It's also discussing the, before the

transaction piece, the transaction piece,

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and then after the transaction piece.

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And if you looked on my

socials, you see at every.

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Customer journey that I've shared it has

that that section where the acquiring

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piece where are you acquiring clients

from whether it's socials whether it's in

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person events What that experience is like

for them in that acquiring piece because

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it all has to have the same underlining

um Theme from beginning to end.

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So when people are introduced to you

and your business, whether it's socials

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are you randomly seeing your logo

somewhere, that's an experience.

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And when we worked together,

I mean, we're, we're Fiercified,

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we figure out what that experience

needs to look like and, um.

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Flesh out those pieces because

some of those components are not

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necessarily you in front of a

camera It could be something else.

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It really depends on your business and

then the Second part when we're talking

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about that customer experience is that

transaction piece and transactions

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happen in different places in it Once

again, it depends on your business if

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you running if you have just an app Then

your transaction piece on an app based

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platform, it's going to be a little bit

different than the transactional piece

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and the nuances if you're using a, let's

say, um, a website, or if you're doing

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in person stuff, like if your transaction

piece is somebody going to a storefront

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to buy your product, then that piece is

going to look a little bit different,

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but the experience should Um, Be very

similar to feel the vibe should be very

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similar to How they got there in the

first place that acquiring piece the

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transaction piece and then the final

piece which is after fulfillment is What

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happens after they make that purchase?

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Do you follow up with them?

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Do you offer them follow on services?

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Do you give them a survey?

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Do you send them a thank

you gift all those things?

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Or what's included in customer experience.

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I'm explaining all this because

as a creative company, we shifted.

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To being more of a customer

experience design agency

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because we were doing it anyway.

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I as a creative with a data

driven mind could not just create.

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A website.

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I was always getting into the weeds of

what, how are we getting people here?

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Okay.

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Once we get people here,

then what are we doing?

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Okay.

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So once they do this, then

what they doing after that?

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Like I'm asking all the questions and

when my clients, when we're done, they

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are in love with the product and so

are their customers because it's a lot.

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Nobody sees the behind the scenes.

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And I made a post about this too, of

all the hours of data and, um, video

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screen recordings and all the little

nuances that you're looking for to see

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that nobody's clicking this button maybe

because they don't even know what that

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means or nobody's when you post this type

of content we even do this when you posted

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this video on this day I saw a spike on

this page and people took these paths

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and Made a purchase so that we know as

we work together, and as we look at the

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trends and the entire customer experience,

not just that one piece of what it looks

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like when they're interfacing with it

or how they're experiencing your website

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when they're interfacing with it, but

from beginning to end, like when we

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get them there, what are they doing?

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And where are we losing them at?

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And what do we need to fix?

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Thanks.

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Because creating in that silo was causing

people, and I will be honest, I feel like

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I have wasted people's money by creating

in the silo of just, I want your users

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to have a good experience on your website

and not tying the rest of the pieces in.

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The website is the middle piece.

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You have to Work on the acquiring

piece, the transactional piece,

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the fulfillment piece, all those

things have to be tied together.

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It is the tying together of

all those pieces that makes our

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customer experience designs work.

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And if I'm being honest with you,

I started Organized Chaos in: 2018

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It's been, what's it, 2000, 2024?

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So it's been, what, six years.

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It'll be six years on the 17th.

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Make sure my math is math.

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but yes, it's six years on the 17th.

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And it took me damn near six

years to figure that shit out.

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So, one, if you don't take, if

you, like, Oh, she just gave

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me a bunch of tech mumbo jumbo.

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If you take anything from this A key

piece from this is that you continue

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to grow and you continue to evolve.

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And as you learn more, you figure out

that there are pieces to the puzzle that

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although you may think that this one piece

is important, it is all interconnected

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and a good customer experience designer.

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Now don't go putting this on

your web designer that you

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found on Fiverr and you want.

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Him or her to create your website.

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They don't give, they don't give a damn.

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They creating this transactional.

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But when you're, when you're starting

to scale and you're starting to

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think about the big picture, it's the

unsexy work that's going to get you.

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All the way to the bank.

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It is the unsexy work of look, looking at

the feedback and the data and connecting

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the dots of saying, well, when I create

this kind of content, or when I post this

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kind of content and or when I do these

type of events, there's a spike on this

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page and these, I get this many signups.

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So I need to, I need to

have at least a safe.

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10 visitors a day because I'm

closing one sale out of the 10.

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That's what customer experience

design helps you figure out.

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And it helps you realize which tweaks

needs, which things you need to tweak.

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Maybe less video content and more.

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, written content, maybe more

blogs instead of focusing all

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your time , on something else.

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It is using all the pieces of

the information to create a

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cohesive experience for your

customers from beginning to end.

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All right y'all, that's it for

season three of More Than A Brand.

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Season four will be

launching later on this year.

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I couldn't be more excited.

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It's going to be different.

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It's going to be live.

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It's going to be fun.

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And I, and I'm going to do some

video, so be on the lookout for that.

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Um, I want to do YouTube.

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I'll have the episodes on YouTube.

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So I guess I got to stop recording

in my closet, but I'm excited.

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So you should be excited to make sure you

subscribe, like share this episode, and

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I will see you when season four drops.