Are Customer Experience, UX, and Service Design Related? 

CX vs. UX vs. Service Design

Customer experience, UX, and service design are all terms that are often used interchangeably. However, they are not actually the same thing. Customer experience is a customer’s overall feeling when interacting with a company, from when they arrive at your website to when they stop using your service. On the other hand, UX is a customer’s specific feeling while interacting with a product or design. And service design is the process of designing and improving the way a company provides its services. So the question is, are customer experience, UX, and service design related?

The short answer is yes; they are related. But how, you may ask? This article will demystify their differences to help you recognize them better. 

Note: WatchThemLive is one of the easiest ways that helps you improve your customer experience and increase sales in no time. Keep reading to understand how. 

What Is the Difference Between Customer Experience and Service Design?

First of all, you need to know both customer experience and service design are essential for businesses. But there is a big difference between customer experience and service design. To simply explain, CX is about how customers interact with a company, while service design refers to creating a service that fulfills customers’ needs. It covers the entire customer journey, from pre-purchase to post-purchase, including everything from marketing and advertising to product design and customer service.

According to recent customer experience statistics, 88% of companies now prioritize customer experience. So every business owner wants to provide the superior one to keep their customers returning. Look at these customer experience examples to understand it deeper. 

Furthermore, as reported by Forrester, customer experience is “the design, implementation, and management of interactions that happen across the entire customer journey. This includes interactions as customers discover, evaluate, buy, access, use, get support, re-engage, and leave.”

On the contrary, service design refers to designing behind-the-scenes activities to ensure all your customers experience an incredible buying journey. It focuses on designing and improving the delivery of a service. It also takes all aspects of the service into account, from how it’s advertised and marketed to how it’s delivered and supported. 

How to Improve CX and UX Through a Single Vision of the Customer

The benefits of improving customer experience are not deniable. Despite the differences between customer experience and user experience, both try to provide a positive and memorable experience for customers. And while there are many ways to improve CX and UX separately, businesses can achieve even greater results by aligning their efforts under a single customer vision.

One of the best ways to monitor your users’ experience is using a behavior analytics tool like WatchThemLive. This tool provides many helpful features to provide a superior customer experience and increase your conversions. Give us your time to take a look at some of their features:

1. Heatmaps

Heatmaps are just one tool that can be used to improve the user experience on your website. WatchThemLive’s heatmap tool is quite helpful in understanding how people interact with websites and how to improve your user experience. So you can find out where people click on a page, how long they stay on it, and what they scroll through. 

For example, if you see that people are clicking on a particular button but not staying on the page, you can change the design of that button to make it more visually appealing or add more information.

WatchThemLive Heatmaps

2. Session Replay  

With WatchThemLive’s session reply, you can record user sessions in order to make changes and improve the customer experience (CX) and user experience (UX). So you can find out what they’re looking for and where they’re getting stuck to troubleshoot issues and identify potential areas of improvement quickly. WatchThemLive lets you filter recorded videos and auto-play them whenever you want.

WatchThemLive Session recording

What are you waiting for? Sign up and see with your own eyes. 

UX vs. Service Design

CX vs. UX vs. Service Design

User experience (UX) and service design are two essential concepts in digital product design. UX refers to the feeling users experience when using a product or service. Every customer expects a well-designed and easy-to-use product. Good UX highly impacts the user’s experience while poor UX can lead to frustration and even abandonment of a product.

In contrast, service design covers all aspects of a service from the customer’s perspective, including their needs, wants, and expectations. It tries to meet their needs and create value for them. Good service design considers all touchpoints in the customer journey, from awareness and discovery to purchase and post-purchase. So try your best to deliver an efficient service for customers and employees.

Service design is just as important as UX, as it can be the difference between a great customer experience and a poor one. By designing services that are easy to use and provide value to customers, businesses can ensure that their customers keep coming back.


In conclusion, it can be seen that customer experience, UX, and service design are all related. They all play a role in creating a positive experience for the customer. All three need to be considered when designing any customer-facing service. Meanwhile, using WatchThemLive allows you to be aware of everything which doesn’t work well and provide the best customer experience they deserve. So make sure to sign up

Azadeh is a content writer at WatchThemLive. She has a passion for writing and graphic design. Contact: [email protected]
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