CX Strategic Knowledge · CX Operations
11 pillars & ucd: strategic principle
Customer-centricity is simple: build what customers would choose for themselves.
The strategic test of customer-centricity is whether customers would choose the experience for themselves. Interruptions, coercion, popups, and dark patterns fail that test by definition, no matter how well they perform on a dashboard.
Strip away the frameworks and one principle remains: customer-centricity means giving customers what they would choose for themselves. Not what converts. Not what the roadmap needs. What they would pick, unprompted.
That makes some tactics indefensible on principle. Interruptions, coercion, popups, and dark patterns all impose choices customers would never make. If a design decision only survives because the customer cannot refuse it, it violates the principle.
If customers wouldn't choose it, you didn't build it for them.
Apply this
Reading about 11 pillars & ucd: strategic principle is one thing. Seeing where it applies in your journey is the useful part.