Product Experience (PX)

What is meant by Product Experience?

The term Product Experience refers to the totality of impressions, sensations, opinions, and reactions of a customer or user regarding a particular product or service. It describes how a person perceives a product, how they feel about it, and how they experience it. Product Experience begins with the initial information about a product, regardless of the source of this information. Companies have significant opportunities to establish a solid foundation by providing comprehensive product information on their own websites, online stores, and marketplaces.

What aspects does PX encompass?

Product Experience includes various aspects that can become relevant during the use or interaction with a product:

Functional Aspects How well does the product meet the technical or functional requirements? Does it fulfill the user's needs? It is best to provide sufficient product information so that the customer can align their performance expectations with their own requirements. Product Information Management (PIM) systems are helpful, especially for complex products with many features, to manage these necessary details.

Aesthetic Aspects How visually appealing is the product in terms of design, colors, shapes, and visual elements? For this, photos, videos, drawings, etc., are necessary. To enable customers to assess their aesthetic requirements for the product, a single photo is usually not enough – multiple images are needed to ensure the customer is not disappointed and doesn't return the product. Digital Asset Management (DAM) solutions are essential for managing these numerous files.

Emotional Aspects What emotions does the product evoke? Does the user feel happy, excited, or frustrated, for example? Initial emotional aspects are primarily triggered by visual materials. It is crucial to communicate in line with reality to avoid customer disappointment due to unmet expectations, as negative emotions can lead to poor product reviews.

Usability How easy or difficult is it to use the product? Does it offer an intuitive user interface? Adequate pre-information is essential here as well. If the product doesn't work as expected or is more challenging to operate than assumed, it can lead to returns and negative product reviews.

Brand Perception How well does the product align with the company's brand? What impact does it have on the brand's image? When a brand has a certain level of recognition, customers may look for products from that brand when they have a need. Customers may already have products from the company due to their positive perception, which is supported by advertising and other marketing efforts. With this positive predisposition, it is easier to convince a customer through functional, aesthetic, and emotional aspects, compared to starting from a neutral or negative perspective. Of course, the product should align with the brand's image.

Context and Environment How does the product's use in different situations or environments impact its performance? By providing targeted product information, it's possible to provide customers with supporting arguments, helping them become advocates for the product as part of the PX process. This is particularly useful for word-of-mouth and recommendations.

Long-Term Effects How does the user's opinion of the product change over time and with repeated use? Aside from the fact that satisfied customers can become product advocates, it's helpful to retain customers for a company, which is more cost-effective than acquiring new customers. Therefore, maintaining customer satisfaction with the product – a positive PX – throughout its entire lifecycle should be a priority.