User experience is the overall experience a person has when they encounter and use a service. It is influenced by whether the solution is useful, easy to understand, efficient, accessible and trustworthy. It is shaped by both the interface and the expectations created before and after use.
What does user experience involve in practice?
In practice, user experience is assessed through content, structure, navigation, visual design, speed and responses to actions. A good user experience makes the next step easy to understand and provides clear feedback when something happens. It should be assessed through insight and testing, not only internal assumptions.
User experience is relevant to all digital services, especially when an organisation wants more enquiries, better self-service or higher satisfaction. See UX design, User journey and Nielsen Norman Group's definition of UX.
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