10 Tips for Designing Effective Surveys – A 2/28 Next Step Virtual Seminar
Sure, you already know that data-driven decision-making can be a great thing. And a survey can be a great way of getting hold of a lot of data. But if you’ve ever had to complete a frustrating survey...
View ArticleUIE Tips: What to Expect When You’re Not Expecting It
Even the best of plans can go awry. We role play in our head how a usability test will proceed, understand the objectives at hand, and do a rigorous job of screening the participants. But what do you...
View ArticleUIEtips: Five Factors for Successful Persona Projects
Personas are one of the most controversial tools in the professional UX toolbox. People either swear by them or swear at them. When they work, they are awesome, but when they fail, well, they fail...
View ArticleNot All Visitors Make Great Customers – Moving Beyond Conversion Rates, Part 2
Moving Beyond Conversion Rates: Part 1: Avoid Ratios for Metrics Part 2: Not All Visitors Make Great Customers (this) Part 3: Visitors Are Not All The Same Part 4: Campaigns Are Where Conversion Rates...
View ArticleVisitors 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...
View ArticleHome 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...
View ArticleResources for Yesterday’s Virtual Seminar on Building A Winning UX Strategy...
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...
View ArticleSatisfaction 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...
View ArticleDesigning 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...
View ArticleDon’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...
View ArticleUIEtips: 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...
View ArticleUIEtips: 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...
View ArticleShifting 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...
View ArticleUIEtips: 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...
View ArticleUIEtips: 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...
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Marc Stickdorn – Service Design: Creating Delightful Cross-Channel Experiences
[ Transcript Available ] 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...
View ArticleUIE 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...
View ArticleHow 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...
View ArticleTesting 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...
View ArticleUIE 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...
View ArticleUIE 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...
View ArticleGet 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...
View ArticleWhat 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...
View ArticleBeans 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...
View ArticleUsers 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...
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