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8 Ways to Share User Research Findings & Customer Insights

Now that your UX research has been synthesized and shaped into a compelling story backed by data — what’s the best way to get it into the hands of decision-makers (and the rest of the team)? 1. Repeat. Repeat. Repeat. What’s the saying about repeating something 7 times before it sinks in? True or not, … Continue reading “8 Ways to Share User Research Findings & Customer Insights”

24 Best Practices for Optimizing a Customer Lifecycle Communication Program

Your organization is supported by talented and passionate people who want to deliver the best possible customer communication. There’s a lot to say. You want customers to renew their subscription or buy more stuff. You’re responding to customer service and tech support questions. There are statuses, receipts, and acknowledgments to send. Satisfaction survey results to … Continue reading “24 Best Practices for Optimizing a Customer Lifecycle Communication Program”

4 Ways to Analyze Qualitative UX Research

After conducting 8 or more customer interviews, themes will start to bubble up. But often, there are many more smaller nuances — or even surprises — that remain hidden and need to be unlocked. To mine these gold nuggets, there can be an enormous amount of effort that goes into prepping qualitative, or unstructured, data. … Continue reading “4 Ways to Analyze Qualitative UX Research”

Inside My Toolkit: UX Research Apps & Tools

Here are the apps and digital tools that I most frequently use to communicate, conduct, and analyze UX research. SurveyMonkey I use this survey tool primarily as a screener for qualitative research  (e.g., interviews, usability tests).  Qualtrics For online surveys, I prefer to use Qualtrics for its powerful branching capabilities. Microsoft Suite I use Word … Continue reading “Inside My Toolkit: UX Research Apps & Tools”

3 Tips for More Successful Prototype Testing

One of the best uses of limited development dollars is to usability test a prototype as early as possible. Test too early in the design process — and participants may not fully understand what they’re looking at. Test too late — and you likely will trash quite a bit of work (and money). Here are … Continue reading “3 Tips for More Successful Prototype Testing”

UX Case Study: New Customer Onboarding Journey Map

My challenge: What types of support do new customers need in the first 90 days? My client wanted to understand their new customers’ frustrations, moments of delight, and overall experience in order to improve product adoption and self-service. My role in this project was lead researcher. The subsequent implementation phase was led by the client’s … Continue reading “UX Case Study: New Customer Onboarding Journey Map”

Tackle UX Research Questions Using Triangulation

Outlier or gold nugget? To reduce risk, ensure two (or more) UX research methods derive the same results. Tackle research questions using multiple perspectives and methods. TYPE: Attitudinal or Behavioral Attitudinal Research Attitudinal research helps you understand how customers FEEL about a problem, solution, or experience. Examples:Social Listening, Text Mining, Collage Study Behavioral Research Behavioral … Continue reading “Tackle UX Research Questions Using Triangulation”

When to Use Which UX Research Method

With more than 50 UX research methods available, when or where in the design process is the best place to use them? First, what does your organization or team want to learn more about? Discovery & exploration User behaviors Navigation Content & labeling Design Usability & validation UX metrics Innovation Discovery & Exploration Research goal: … Continue reading “When to Use Which UX Research Method”

Rethinking Retailer Customer Loyalty Programs

Do coupons and points create real customer loyalty? Or do they just teach customers to wait for discounts? Rather than building loyalty programs based on frequency or spend, more retailers should leverage the mountains of data they already have about their customers to create personalized in-store and online experiences. How might a clothing retailer orchestrate … Continue reading “Rethinking Retailer Customer Loyalty Programs”