CX Strategic Knowledge · CX Operations
11 pillars & ucd: customer-centricity as a formal standard (iso)
Customer-centricity is a quality management principle under ISO, not a UX trend you can wait out.
ISO 9000/9001 makes customer focus a formal quality requirement: know direct and indirect customers, link objectives to their needs, measure satisfaction and act on it. ISO 9241-210 defines Human-Centered Design as risk mitigation, not aesthetics.
When leadership dismisses customer-centricity as a design fad, point at the standards. ISO 9000 and 9001 define customer focus as a quality management principle: recognize direct and indirect customers, understand current and future needs, link business objectives to those needs, communicate them internally, and measure satisfaction and act on it.
ISO 9241-210 does the same for Human-Centered Design: focus on users, tasks, and environments; apply human factors; improve effectiveness, efficiency, well-being, accessibility, and sustainability; reduce harm to health, safety, and performance.
The implication is blunt. HCD is risk mitigation, not aesthetics. Accessibility and safety are CX responsibilities, and a company ignoring them is out of step with its own quality standards.
Apply this
Reading about 11 pillars & ucd: customer-centricity as a formal standard (iso) is one thing. Seeing where it applies in your journey is the useful part.