Archive for the 'Customers' topic

Users Don’t Hate Change. They Hate Our Design Choices.

In this week’s article I talk about UX design choices. Here’s an excerpt from the article: For years, we studied teams rolling out new designs, to see if we could mitigate negative reaction to new releases and design changes. We studied hundreds of product and service rollouts. We watched and learned from the reactions of […]

Beans and Noses

In this week’s article I talk about dealing with difficult clients. Here’s an excerpt from the article: I’m sure you run into them all the time. You’re in a room and someone with power has decided to do something that just doesn’t make sense. You’ve tried logic. You’ve tried rational discourse. Yet, they are intent. […]

What is Good Product Strategy?

In this week’s article Melissa Perri talks about good product strategy. Here’s an excerpt from the article: Product Strategy is a system of achievable goals and visions that work together to align the team around desirable outcomes for both the business and your customers. Product Strategy emerges from experimentation towards a goal. Initiatives around features, […]

Get A Better UX Metric From Your NPS Survey Data

In this week’s article I expand on my analysis of the Net Promoter Score. Here’s an excerpt from the article: A few weeks ago, I wrote a somewhat controversial analysis of Net Promoter Score, a business metric employed in many organizations. Many who were critical of my article stated they thought I should’ve provided a replacement […]

UIE Article: Measure Customer Experience Design And Make It Accountable

This week, we have an article from Jeffrey Eisenberg on making buyer legends measurable and accountable. Here’s an excerpt from the article: Buyer Legends are measurable and accountable by design. That is one of the important elements that distinguish Buyer Legends from any other business-storytelling and customer experience methodologies. A Buyer Legend is not a […]

UIE Article: For an Edge Condition, Seeing the Problem is a Problem

In today’s article, I discuss how to design a great experience even while troubleshooting.  We must design for the solution, not the problem. Here’s an excerpt from the article: If they understood the situation, they could interview the mechanics, pilots, gate agents, and operations personnel after the fact. However, that presents its own problems. It’s […]

Testing Your Content Is the Missing Link

Typically when we conduct usability tests we watch how a person moves from one task to another. Where do they click? Why did they take that action? But we should also look to see if usability issues are actually understandability problems. That’s one of the topics that Steph Hay and I discussed in a recent podcast, […]

How Are You Getting Your Team on the Same Page?

While developing the topics and workshop leaders for this year’s User Interface 20 Conference in Boston, November 2–4, I realized that a general theme was emerging—getting everyone on the same page about your designs. Here’s how each workshop at UI20 contributes to this theme: Marc Stickdorn’s workshop on Service Design: Creating Delightful Cross-Channel Experiences is about […]

UIE Article: Prioritizing Opportunities Across the Customer’s Experience

In today’s article, I discuss how service design helps teams get on the same page about the context of their work. Here’s an excerpt from the article: Breaking large efforts into small teams makes sense. However, it also creates silos of effort. The outcome is a disjointed user experience. Employing a service design approach helps feed information […]

Marc Stickdorn – Service Design: Creating Delightful Cross-Channel Experiences

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.