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How to Persuade Your Leaders to Invest in UX

What can you do when your boss or your organization’s leaders say “no” to design?

An ongoing challenge shared by many UX professionals is getting the green light to move forward on a solution to improve the user experience.

Believing UX is the right thing to do isn’t enough. As UX strategists, we must categorically demonstrate the business value, too.

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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 gather.

A/B testing helps you improve open-rates and click-throughs, but there’s more to think about when creating a holistic communication strategy that nurtures, engages, and motivates customers to take action throughout the entire lifecycle.

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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. In most cases, I will spend a solid day (or more) getting the data ready for more careful scrutiny.

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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).

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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 internal teams.

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