Customer Experience, User Experience – and the Business Analyst

In der Beratungspraxis wird immer wieder darüber diskutiert, wer die Verantwortung für Kundenbedürfnisse übernimmt und welche Rolle dabei User/Customer Experience spielt. Thomas Geis und Knut Polkehn, beide Gründungsmitglieder des UXQB  (International Usability and User Experience Qualification Board), haben darüber einen Artikel (in englischer Sprache) auf der Webseite des International Institute of Business Analysis (IIBA) veröffentlicht:

Professional roles around the Business Analyst and their relationship to the Business Analyst

More and more often during design and development of interactive systems and services, the term “customer experience” is being referred to. Customer experience becomes an important quality characteristic that emphasizes on the customerperceived quality. Business Analysts more and more need to collaborate with other professional roles who specifically deal with “XYZ”-experience. Therefore, it is important to understand who these roles are and how all roles interplay.

Eine Online-Version des Artikels finden Sie hier:
https://www.gartner.com/imagesrv/media-products/pdf/iiba/customer-exp.pdf