Not to derail all these comments about Amazon, but I think Jason's reminder that UX is just a subset of overall "CX" or customer experience is a good one. I spend a bunch of time reminding folks that they can't just look at one page, or one set of functionality in a vacuum, but instead need to see the cohesive whole, from the first ad a person sees to the quality of some autogenerated confirm message. It all counts. Functionality and design, btw, can be awesome, but if it's wrapped around a defective business process, you will still suffer. Making users jump through hoops, even hoops of diamonds and gold with ergonomic handles, can still suck.
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Not to derail all these comments about Amazon, but I think Jason's reminder that UX is just a subset of overall "CX" or customer experience is a good one. I spend a bunch of time reminding folks that they can't just look at one page, or one set of functionality in a vacuum, but instead need to see the cohesive whole, from the first ad a person sees to the quality of some autogenerated confirm message. It all counts. Functionality and design, btw, can be awesome, but if it's wrapped around a defective business process, you will still suffer. Making users jump through hoops, even hoops of diamonds and gold with ergonomic handles, can still suck.