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.
Continue reading “UX Case Study: New Customer Onboarding Journey Map”
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.
Continue reading “Tackle UX Research Questions Using Triangulation”
With more than 70 UX research methods and techniques available, when or where in the design process is the best place to use them?
What does your organization or team want to learn more about? There are a several different methods to consider—depending on your research goal.
Continue reading “When to Use Which UX Research Method”
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 a different kind of loyalty program that captures a larger share of their target customers’ wallets?
Continue reading “Rethinking Retailer Customer Loyalty Programs”
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?”
Continue reading “UX Case Study: Landing Page Trust Cues”
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 repelling your prospects or how to pivot your strategy.
Continue reading “What to Do When A/B Testing No Longer Yields Results”
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.
Continue reading “What Separates Mid-Level UX Designers from Senior UX Designers?”
My challenge: Design an online appointment scheduling interface for a national photography company.
Continue reading “UX Case Study: Online Appointment Web App”
Use rigorous customer research to build your business case and solve customer experience problems.
Continue reading “Create a Business Case Using CX Research”
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.
Continue reading “How to Tie CX to Revenue”