What’s a hypothesis map? How is it different from a customer journey map? A hypothesis map is based on internal stakeholders’ input and assumptions. A customer journey map is based on customer research.
Want to understand what the user experience is really like from the perspective of a customer? The data collected from web/app analytics, CES, VOC text analytics, video analytics, and session replays can show us where customer problems lie, but they don’t tell us why. To inform your design decisions with deep, in-context insights, there are … Continue reading “Gain a Bird’s Eye View of the User Experience”
Not all UX research methods include users. There are other ways to inspect or understand the user experience without observing or talking to people. Supplement your user research with the following.
Earlier in my UX career, I used to dislike sketching on a whiteboard with a group of colleagues. I preferred working alone, making everything pixel-perfect on my screen and having complete and total control over my deliverable. I didn’t like the messiness or seemingly slower pace when working with others on the same deliverable—plus, ideas … Continue reading “Strategies to Bring More Collaboration into Your Everyday Work”
During a recent vacation at Universal Studios Orlando (which is actually 2 separate parks), I thought I had a mental model of how public lockers work. Universal Studios broke my mental model. Twice.
If you’ve ever been inside the Minneapolis skyway—the human-size hamster tunnel—you immediately understand the critical need for clear wayfinding. The skyway system is notoriously confusing. Each building owns their branch of the skyway system—so signage is terribly inconsistent or non-existent.
I love introducing the concept of “information scent” to non-UX designers. They almost always find the concept fun to say and empowering. Once non-designers understand the definition of information scent—the ability to use design and copy to pull users deeper into an experience—concerns about “the fold” and “number of clicks” quickly fade away.
I think we all agree? Every dimension of the customer experience needs attention. But who is responsible for pulling all the parts together into one cohesive, seamless experience? The digital advertising team is out finding leads. The sales team works on converting leads, while the email marketing team optimizes their nurture campaigns. But who is … Continue reading “Designing Your CX Dream Team”
In the world of experience design and research, the lines are easily blurred between usability and user experience as well as user experience and customer experience. But then where does product fit? And brand? I’ve seen others describe these relationships in concentric circles or Venn diagrams. I see them as a hierarchy.
If you’re reading this, you likely already believe high quality, rigorous customer research is the most direct path to product success and business outcomes. Below are several research methods—beyond usability testing—product teams can use to build better, more successful products.