Archive for the 'Customers' topic

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.

UIEtips: Un-Sucking the Touchpoint

In this week’s UIEtips article, Chris Risdon defines and establishes criteria for touchpoints, in effect, unsucking the touchpoint. Here’s an excerpt from the article: It became clear that a touchpoint is a moment in time. I want to design to support that moment in time. More specifically, a touchpoint is meeting that need through delivering […]

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 Churchill 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, […]