The primary focus of User Experience (UX) design within service management is to shape the consumer's interaction with a service or product. It is a proactive discipline centered on making every touchpoint easy, efficient, and enjoyable. This is achieved by designing intuitive interfaces and seamless interaction flows. The goal is to enhance user satisfaction by improving the usability, accessibility, and pleasure provided in the interaction with the service, which is the core of what "user-friendly interfaces and interactions" entails.

A. Enhancing complaint handling is a reactive support function, whereas UX design is a proactive effort to prevent issues by improving the core service interaction.

B. Optimizing support experiences is a component of the overall customer journey, but the primary goal of UX design is to make the service intuitive enough to minimize the need for support.

C. Improving customer service communication typically refers to human-to-human interactions, while UX design is primarily concerned with the human-to-system or human-to-product interaction.

1. Official VeriSM™ Publication: Van Haren Publishing. (2017). VeriSM™: A service management approach for the digital age. In Section 4.4.3, "Customer/user experience," the text emphasizes that experience is "influenced by every interaction" and is related to factors like "ease of use" and "efficiency." This directly supports the focus on designing interactions and interfaces. (p. 61).

2. International Standard: ISO 9241-210:2019, Ergonomics of human-system interaction — Part 210: Human-centred design for interactive systems. This standard defines user experience as a "person's perceptions and responses resulting from the use and/or anticipated use of a product, system or service." The associated design discipline (UX design) is therefore focused on shaping those interactions and interfaces to elicit a positive response.

3. University Courseware: Coursera, University of Michigan. Introduction to User Experience Design. This course defines UX design as the process of "designing a product or service that is useful, easy to use, and delightful to interact with." This aligns directly with the concept of designing user-friendly interfaces and interactions. (Course Syllabus, Module 1: What is UX?).