Great piece by Robert Hoekman Jr. on Smashing Magazine offering thirteen essential tenets of user experience. My favorite is number one:
User experience is the net sum of every interaction a person has with a company, be it marketing collateral, a customer service call, or the product or service itself. It is affected by the company’s vision and the beliefs it holds and its practices, as well as the service or product’s purpose and the value it holds in a person’s life.
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