This article critiques the current state of UX and CX design, highlighting how user experiences are often sacrificed for short-term financial gains. The author argues that treating users as mere revenue sources leads to poor products and erodes trust in the tech ecosystem. It calls for a shift back to human-centered design principles.

Understanding the distinction between user journeys and customer journeys is crucial for product success. Users interact with the product, while customers pay for it; confusing the two can lead to ineffective design and lost revenue. Companies should create strategies that cater to both journeys to optimize engagement and conversions.