Despite the efforts of UI and UX professionals, users sometimes get stuck, or experience bugs using software. I think we can agree that their frustration is an indicator of bad user experience.
Completely agree. Bugs happen, it's an indicator of a poor user experience, but let's break that down. Bugs aren't necessarily a result of a poorly designed experience. Bugs can be related to design, but they can also be related to source code or compliers.
So why is CS and UX two totally unrelated departments?
It really depends on the size and scale of the organization making the software. For small teams, employees are probably wearing multiple hats, including UX and CS. For a large corporation, creating software and support for that software can involve tens of organizations, departments and teams. Take a typical software solution as an example and what a customer might go through when obtaining the software.
- Research a product
- Pre-order a product (if available)
- Order a product
- Refund an order
- Download the software (if digital) or receive the software (if physical disc)
- Install the software
- Use software
- Uninstall the software
- Contact support
Now, this is over generalization, but these can be steps a customer takes to obtain software. Whether the company is small or large, a customer support team takes contacts related to all of these steps as well as the hardware involved, third parties vendors, etc.
With a large corporation, it's possible you have multiple UX teams designing for each of those steps. There are design teams working on marketing, the online store, billing, the product and customer support. All of these teams (especially customer support UX teams) might also work on internal facing designs. For a CS UX team, they're designing effective methods of supplying knowledge materials, methods to contact the support team, internal tools CSRs use to provide support to customers and much more. So, instead of just throwing CS under a UX team, perhaps it's more important for CS to have a UX team. That UX team should work with the other UX teams to work together and provide a more seamless product end-to-end experience.
Is there any company out there that has CS reporting to UX? Should there be?
Like msanford mentioned, there are effective ways a CS team can address customer issues, but often a CS team relies on users to inform the team/organization/company of what those bugs are. Allowing subject matter experts an opportunity to discuss bugs directly with customers not only has an impact on how a customer feels about the product, but it can also provide a much faster road to resolution for the bug itself. While I can't give specifics, other companies have very similar tactics to Intuit as well as providing customers the ability to help guide future states of the product.