Gain a Bird’s Eye View of the User Experience

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 5 different research methods you can use—depending on your research goal.

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Strategies to Bring More Collaboration into Your Everyday Work

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 no longer felt like mine.

Then I learned to let go.

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UX Word of the Day: Scroll Stopper

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.

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Designing Your CX Dream Team

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 focused on the entire lead experience from digital ad to landing page to email to sales presentation? And then what about the transition to onboarding? And ongoing customer loyalty and upselling?

Your CX team.

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What’s the Difference Between Usability, UX, CX, and Product?

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.

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How Product Management & UX Work Together

Not all business problems are customer problems. (Customers couldn’t care less that you aren’t generating enough sales leads.)

Not all customer problems are business problems. (A tech company probably doesn’t care that their app doesn’t work on a PalmPilot.)

So, how do companies find the right problems to solve? They leverage product management and UX frameworks.

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