What is user experience beyond the obvious reference to the experience a user (or customer) has of a product or service? And importantly, do we have one!
In the online world specifically, we have great tools to measure how people use and interact with our business. The question is whether we make use of this to extract the most benefit.
In many online business situations, user experience is the thing that suffers when there’s a mentality of ‘just do it’, demanding deadlines, etc. Like most things, user experience needs a business case along side many other operational decisions like timing, staffing, marketing, etc. Without a strong business case it cannot be prioritized and ends up being a bit of an artistic flourish.