Archive for the 'Customers' topic

UIEtips: What Makes an Experience Seem Innovative?

In this week’s UIEtips, I explain what makes an experience innovative. Here’s an excerpt from the article: Everyone assumed the old way of long lines was how you did it. They built their stores with dedicated space to accommodate the lines during busy periods, such as after the holidays. Apple’s new approach meant their architects […]

Shifting to Disposable Personas

“We tried creating personas and it was hard. It took us months and they never got traction. Eventually we abandoned the project.” I’ve heard this dozens of times from design team managers. They all embarked on these big persona projects, often with energy and excitement, only to find that energy dissipate and the project lose […]

UIEtips: Genius Design’s Little Secrets

In this week’s UIEtips, I discuss the sophisticated approach of genius design. Here’s an excerpt from the article: A team that approaches genius design needs to focus on a specific problem that has a big enough market to provide a decent return on the investment. For example, an agency might decide they’ll become the industry […]

UIEtips: Making Content More Usable for both Designers and the End User

In this week’s UIEtips, Adam Spool interviews Steph Hay about the difference between marketing and usable content and methods to help copywriters and designers work together in creating design and copy? Here’s an excerpt from the article I have to think about the user, so I typically start with a text file. I create the […]

Don’t Design For Everyone: A Lesson from Cirque de Soleil

Before Cirque de Soleil, if you thought about a circus, you thought about elephants and lions and poodles that jumped through hoops of fire. The animals were there to make the kids happy. Cirque decided to do something different: no animals. Because they chose no animals, their costs dropped tremendously. It turns out that moving, […]

Designing For Everyone Yields Bland Results

It’s rare you hear anyone bragging about the food served at a school or government institution’s cafeteria. The food there usually fits the bill of edible, but it’s certainly nothing to write home about. These government-funded venues have to serve a lot of food to anyone who walks in the door. They can’t think about […]

Satisfaction Isn’t The Goal

“Was your experience satisfactory?” the survey asked the user. If the answer is no, well, then we can work on making it better. But if it is yes, what do we do? Should we walk away happy with what just happened? Satisfaction is a miserable place to stop our goal of constant improvement. Food that […]

Resources for Yesterday’s Virtual Seminar on Building A Winning UX Strategy with the Kano Model

Yesterday, a couple of hundred of my favorite UX folks tuned in to my UIE Virtual Seminar while I talked about the ways to use the Kano Model as the basis of a winning UX strategy. During the talk, I referenced a bunch of things, so here’s the list: Understanding the Kano Model – A […]

Home Depot Designed For Activities, Not Experiences

Mark Schaefer loves Home Depot. He wrote this blog post about how much. However, in that same post, he talked about a breakdown in the experience of being a Home Depot shopper. I’ve been going to Home Depot for 20 years and have spent untold thousands of dollars on home improvement and landscaping materials. I […]

Visitors Are Not All The Same – Moving Beyond Conversion Rates, Part 3

Moving Beyond Conversion Rates: You can read this in Italian thanks to Marco Dini. Part 1: Avoid Ratios for Metrics Part 2: Not All Visitors Make Great Customers Part 3: Visitors Are Not All The Same (this) Part 4: Campaigns Are Where Conversion Rates Shine Part 5: Measuring Money Left On The Table The electronics […]