Analysing the end-user journey isn't new in digital design. But as websites and digital products become more interconnected across channels and devices, it's increasingly important to find sources of insight about end-users' interactions with your digital product or service.
The silver bullet is a cultural change rather than a technological change. It is a paradigm shift—a software industrial revolution based on reusable and interchangeable parts that will alter the software universe as surely as the industrial revolution changed manufacturing … I use a separate term, software industrial revolution, to mean what object-oriented has always meant to me: transforming programming from a solitary cut-to-fit craft, like the cottage industries of colonial America, into an organizational enterprise like manufacturing is today.
Bad profits are a ticking time bomb. Customers who are dissatisfied with the service or quality of a product are not only less likely to repurchase it, they are also more likely to tell their friends about the bad experience.
Effective Utilization of Information Assets. Enterprise Information Architecture (EIA) is an Information Architecture for optimizing the web-based on an overall bird’s-eye view of one’s company or organization—Enterprise.
As consumer UX underwent a renaissance over the last decade, enterprise software stagnated with a design sensibility from the dial-up era.
Usability—much less beauty—was never a priority for business software. All that mattered was that large and complex applications worked. What’s the point of tweaking and beautifying when basic functionality is challenging enough and all of your competitors are equally sub par?
The point is users. Not yesterday’s users who eventually adapted to whatever complex software product you put in front of them. Those users are retiring. I’m talking about millennial workers who know better than to settle for unwieldy, confusing applications that only make their jobs harder.
You may be familiar with customer journey mapping, which is a tool that allows stakeholders to better understand customer interactions with their product or service over time. The service blueprint contains the customer journey as well as all of the interactions that make that journey possible.
Because of this, service blueprints can be used to better deliver a successful customer experience. Think of it this way: you can look at a building, and you can read a description, but to build the building you need more than an image or description. You need the instructions – the blueprint.
The purpose of these onboarding screens — also referred to as walkthroughs — is to introduce the app and demonstrate what it does. Given that these are often the first set of screens with which users interact, they also set the users’ expectations of the app.
There are a number of methods to improve the usability of an interface. While it's hard to identify one overarching concept that's fundamental to the whole idea of usability, I think there's one that underlies most methods and desirable outcomes. That concept is that the developer is not the user.
Personas and journey maps can be impactful tools to your UX design and development process. However, as UX professionals, we have to remember that a persona or journey map is an interface. As with any interface, we have to know the context of use and the user base in order to determine if a journey map and/or persona is the appropriate tool.
Design is an iterative progress, ideas might seem good on the surface but they can always be made simpler, better, and more effective. This collaborative exercise sets a great precedent for the rest of our engagement as we will present and iterate many more times as we design and develop meaningful experiences for our users that also perform for our clients.