Experience Design is one of the topics that heavily use Design Thinking. This essay gives you the perspective of experience design, employee experience (EX) and customer experience (CX).
The essay has three parts:
1- What is experience design? What is Customer Experience (CX), and what is Employee Experience (EX)? (2%)
2- How is Design Thinking used to design customer and employee experiences? (3%)
3- Historically, organizations have a gap between EX and CX. This means that traditionally EX is owned by the HR department, and the Marketing department owns CX. This inhibits the employees from understanding the customers and their actual needs. Please read this article to give you the perspective: The link between EX and CX.
In part 3, you should investigate the link between EX and CX. Review the research, industry reports, or expert blog posts about the gap between EX and CX. Discuss the gap, what is the current status of the discussion and what should be done to fill the gap between EX and CX (10%).
For your essay, you can either choose a specific industry and context, or you can generally discuss the topic.
The essay should follow the academic principles with the APA style and proper referencing and citation.
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