Author: Kristine Remer

Kristine Remer is a CX insights leader, UX researcher, and strategist in Minneapolis. She helps organizations drive significant business outcomes by finding and solving customer problems. She never misses the Minnesota State Fair and loves dark chocolate mochas, kayaking, escape rooms, and planning elaborate treasure hunts for her children.

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”

UX Case Study: Landing Page Trust Cues

Whenever I can, I experiment with new UX research methods and UX research share-outs. And every once in awhile… I discover an unexpected by-product during my experimentation. This time, I was pleased to uncover accessibility insights in addition to answering my original research question: “what makes a website trustworthy or credible?”

What to Do When A/B Testing No Longer Yields Results

Why aren’t people completing your lead gen form or buying? If you’ve been optimizing your landing pages and experimenting with marketing offers, but see flat or minimal gains, it might be time to talk to your audience and get inside their heads. There are several different ways to figure out why your landing page is … Continue reading “What to Do When A/B Testing No Longer Yields Results”

What Separates Mid-Level UX Designers from Senior UX Designers?

What are the key differences between a junior, mid-level, and senior UX designer? I think most people agree that years of experience has little correlation with level of talent. Paired with the right mentor, grit, and tenacity, I can easily imagine a junior designer quickly becoming a star performer.

UX Case Study: Online Appointment Web App

My challenge: Design an online appointment scheduling interface for a national photography company.

Create a Business Case Using CX Research

Use rigorous customer research to build your business case and solve customer experience problems.

How to Tie CX to Revenue

Companies obsessed with customer experience (CX) enjoy lower acquisition costs, deeper customer loyalty, reduced sales cycles, higher revenues, and many more benefits than their unobsessed counterparts. But not every company achieves rockstar status by investing in CX. Why not?

UX Word of the Day: Cognitive Load

How many times have you run into a grocery store without a list—confident you will be able to remember everything you need—and then returned home missing one or more items? It’s not just you. It’s hard to keep several thoughts in our brains at the same time.

Museums Need a Customer Experience Revolution

UX is everywhere, even museums. Upon visiting a third museum in Washington DC, it struck me that museums don’t seem to be designed with CX principles in mind. As much as I enjoy learning about history, politics, and science — and exploring museums—I was mostly disappointed with my experiences. There were definitely several high points, … Continue reading “Museums Need a Customer Experience Revolution”

Customer Journey Mapping in 5 Steps

A customer journey map (CJM) is a powerful communication tool. Like a user flow on steroids—a journey map visualizes the path a customer takes to get from point A to point B, their obstacles, thought process, emotions, and how or where they completed each activity. Here is my 5-step process for creating a research-based customer journey map: