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Understanding is what user experience as a field hinges upon. After all if you don’t understand how users are interacting with your product or service, you don’t know what to design for. But how, as a team, do you come to that understanding? Telling the story of a user’s journey highlights areas where you’re right on point and where you’re missing the mark.
Kim Goodwin says that storytelling is the most natural form of human communication. She posits that if we’re trying to be as human as possible in the design process and come up with the most human solutions, why not use one of the most basic tools that we as humans have? The cognitive barrier to listening to and processing a story is relatively low. Being able to communicate that story is a key contributor to getting a team on the same page.
Using scenarios and personas you can craft customer journey maps to better gauge how and when people are using your product. Working through these scenarios, especially early on in the process can uncover valuable insights and allow you to iterate quickly to ensure you’re heading in the right direction.
Kim will be presenting one of 8 daylong workshops at UI20 November 2-4 in Boston. For more information, visit uiconf.com.
Service design seems to go by an increasing array of names: Customer Experience, Cross-Channel UX, or even just “design thinking.” In most cases, these terms describe a holistic approach to your users’ and customers’ needs, no matter where or when they’re interacting with your product or service. In traditionally siloed organizations, it can be no small task to ensure that you are providing the best possible service.
The speed of Agile delivery fundamentally changes the work process and puts new demands on the design cycle. What happens when the notion of deadline dates is replaced with a continual stream of experience enhancements by everyone in the organization?
There are always burning questions about how to get organizations to be more design-centric and what better way to learn than from someone who has done it. Marc Rettig has been helping organizations make the transition for 30 years. In this podcast, Karen McGrane shares why he was chosen as one of the keynote speakers for UX Advantage.
The belief of public failure or marketplace irrelevance can drive an organization to change. How does a UX leader exploit this corporate fear? What transforms the momentum from fear into positive change within the organization?
Usability in products and websites is what most organizations strive for. The more usable the product, the more likely that people will use it. Through research and testing, you can root out many issues with clunky interactions that hinder the experience. What isn’t as immediately clear is if some perceived usability issues are actually understandability problems. Your content could be the culprit.
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