“The user experience of a product is everything that’s not human-computer interaction. It’s everything that affects how someone interacts with a tool–whether it’s software, hardware, a service, or whatever. To me, this meant that I had to deal with all of the squishy, abstract things that good cognitive psychology and computer science-trained designers like me try not to deal with: business goals, emotions, relationships, branding, etc.”

This was Mike Kuniavsky’s realisation when he was asked to write on the relationship between HCI and customer experience in Andrew Sears and Julie Jacko’s Human Computer Interaction Handbook.

“I decided to write down everything I had been thinking and see what happened. Well, what happened is that I wrote the most wide-ranging book chapter I think I’ve ever produced.”

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