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4 Myths About User Experience - And How to Bust Them

4 Myths About User Experience - And How to Bust Them | UX Design | Scoop.it
While the concept of user experience and the term UX have become seemingly ubiquitous in the workplace, most non-UX people still have the wrong idea about what it is.
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UX Design
The art of designing engaging and meaningful user experiences for customer development.
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Rescooped by Michael Allenberg from Designing design thinking driven operations
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Optimizing the digital and social customer experience

Optimizing the digital and social customer experience | UX Design | Scoop.it
An in-depth overview of why and how to improve the digital and social customer experience across and beyond touchpoints.

Via Fred Zimny
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Rescooped by Michael Allenberg from Designing design thinking driven operations
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What’s the Next Evolution in Customer Relations? Meet the Customer Experience Team [INFOGRAPHIC]

What’s the Next Evolution in Customer Relations? Meet the Customer Experience Team [INFOGRAPHIC] | UX Design | Scoop.it
Since the Customer Service team is often the sole representative of brands on social media, product feedback or sales opportunities are often left unattended.

Via Fred Zimny
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Rescooped by Michael Allenberg from Tech and Other Things
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User Interface Engineering- Best Practices - UX Motel

User Interface Engineering- Best Practices - UX Motel | UX Design | Scoop.it
Enter Now and Discover the Best Practices in User Interface Engineering on the Number One Resource for User Experience Information, News, and Articles.

Via Megan Wilson
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Megan Wilson's curator insight, October 22, 10:08 AM

Modern software users anticipate style as well as essence; a call that has compelled developers to embrace best user interface engineering techniques.

In my latest article I breakdown the #UI engineering techniques you need to know. Check it out here.

Rescooped by Michael Allenberg from New Customer - Passenger Experience
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What is #customer #experience and how do you measure it?

What is #customer #experience and how do you measure it? | UX Design | Scoop.it
Can you even measure it? Taken at face value, customer experience (CX) seems like a rather intangible term, one that you'd think could only be referred to anecdotally.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 21, 3:15 AM

"In measuring #customer #experience, you’re no longer just measuring the impact of key touchpoints in the #journey, you're measuring the actual #relationship between your company and the customer, and this can indeed be an entirely emotion based connection."


Do you agree with the above?

Rescooped by Michael Allenberg from UX Design : user experience and design thinking
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Intertwingled: Information Changes Everything :: UXmatters

Intertwingled: Information Changes Everything :: UXmatters | UX Design | Scoop.it

“Culture is a powerful, hidden force, highly resistant to change. That’s why, to make systems better, we must start by mapping culture."


Via yannick grenzinger
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Rescooped by Michael Allenberg from UX-UI
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How To Design Interfaces from a User Experience Perspective | Trends

How To Design Interfaces from a User Experience Perspective | Trends | UX Design | Scoop.it
Crafting a usable interface is all about focusing on the users. These tips should help web and mobile designers create flexible and simpler user experiences.

Via Pedro Costa Neves
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Rescooped by Michael Allenberg from New Customer - Passenger Experience
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The Rise of the #Relationship Economy

The Rise of the #Relationship Economy | UX Design | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 15, 8:19 PM

When you focus on a positive #customer #experience across the entire journey, you establish the foundation of building a relationship with your customers, then you consistently deliver on this experience to drive #loyalty


Which brand do you value that nurtures their relationship well?


Rescooped by Michael Allenberg from New Customer - Passenger Experience
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Are you "freshening" your #Customer #Experience?

Are you "freshening" your #Customer #Experience? | UX Design | Scoop.it
Any meaningful service, any meaning customer experience will start to get stale over time. Service signatures, scripted interactions, and product offerings that delighted customers at first will get copied, replicated, and bastardized over time.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 10, 1:31 PM

Chef O’Connell puts this well: “Cultivating loyalty is a tricky business. It requires maintaining a rigorous level of consistency while constantly adding newness and a little surprise—freshening the guest experience without changing its core identity"


Do you agree?


My recommendation is to make sure you involve your loyal customers in defining the level of change needed.


Make sure to empower everyone within your organization to delight your customers based on their individual experience.

Rescooped by Michael Allenberg from UXploration
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Creating a Cultural Fit: Using ethnography with users and stakeholders

Creating a Cultural Fit: Using ethnography with users and stakeholders | UX Design | Scoop.it

The right design fits the company and its customers—a mismatch on either side results in fatal error.


Via Mario K. Sakata
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Rescooped by Michael Allenberg from Design Revolution
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27 E-commerce Website Designs Scenttrail Hates & Why

27 E-commerce Website Designs Scenttrail Hates & Why | UX Design | Scoop.it

Marty (Scenttrail) Note: 27 Bad Ecommerce Designs
These CSS Design Award Winning sites illustrate why designers shouldn't be in charge of your commercial website. In a recent G+ post I shared our journey across time, place and money online (Why Time Is Money Online: https://plus.google.com/102639884404823294558/posts/RdjAjWoJTHw ).

It's easy to get lost. We kept trying to make narrative, movie and book-like) logic work on our ecommerce site and it never did. To the extent we told stories we depressed conversions and we conducted these tests before the web was drowning in content.

Not that the web has been fully "content shocked" to within an inch of its life one of the FIRST jobs any ecommerce site must accomplish is loudly and clearly proclaiming their STORE-NESS.

These 27 "pretty picture" designs are find for big established brands people trust, but they would CRUSH a new commercial site. The "store-ness" is confusing. Are these content sites or can we buy stuff here.

Some communicate some "store-ness",but none have the "ditch digging" realities of large, successful ecom sites such as REI.com or Schwan's.com (highest converting ecom site in world). Call-To-Actions are missing (mostly), navigation is murky and not keyword dense and images don't you line of sight rules (viewers' eyes go where people's eyes in your images go).

Real ecommerce needs a few things to be successful that most of these sites ignore, miss or don't know such as:

* Email subscription forms (email list = your most profitable channel because YOU OWN IT, don't believe BS about email marketing being dead mobile is making email marketing different but dead =nope.
* AN OFFER - see REI.com's "daily deals" or Amazon's ability to sell any and everything.
* Great navigation balanced between seo and customer engagement.
* Images mapped to produce CLICKS where merchants want them.
* Every image, click and share creates analytics and data so part of what you need to map into an ecom design is WHAT DATA YOU NEED. Can't figure out what actionable thing I would know after a month's traffic on these designs.
* Sense of TIME and PLACE (what season are we in? Where are these sites?).
* TRUST and that comes from other people (testimonials, curation of User Generated Content and NONE of these have anything like that so unless they are major brands they won't pass the trust test with many shoppers).
* TRUST MARKS = didn't see a VISA or MC logo either. One way to create trust online is to align with brands and marks people already trust. Those badges look like ugly scars to designers and they help make merchants millions.
* Content - we love VISUAL MARKETING but some context such as the context one satisfied customer would share is a must.
* Design = Trust - we grant that these sites look amazing and looking amazing helps with creating trust, but junk 'em up a little and make more money.

That last bullet reminds me of a story from my P&G tenure. My boss Russ Mills taught me to never leave a display too neat. "People won't disturb a display that is too neat," he explained. These ecommerce designs are too neat for me (by half). If you aren't a major brand ignore every one of these 27 "inspirational" ecom web designs.

PS. Favorite has to be the example in the picture above. Not only do we chop people in half we ask visitors to kiss their behinds (lol). Opposite of the welcoming atmosphere I want to create on my ecom sites (lol) back when I was responsible for millions of online sales yearly. At my core I remain an online merchant, but I don't miss not sleeping and sweating sales numbers from now until Valentine's Day. Don't miss that at all :).

 

 


Via Martin (Marty) Smith
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Rescooped by Michael Allenberg from Designing design thinking driven operations
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Why Internal Branding is Central to Customer Experience Management

Why Internal Branding is Central to Customer Experience Management | UX Design | Scoop.it

Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric (CMO Council Customer Affinity study), while 56% of those s…


Via Fred Zimny
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Rescooped by Michael Allenberg from UX-UI
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3 Ways Bigger iPhones Will Change App Design

3 Ways Bigger iPhones Will Change App Design | UX Design | Scoop.it
User interface experts tell Co.Design how the bigger screens of the iPhone 6 line will impact app design across the industry.

Via Pedro Costa Neves
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Rescooped by Michael Allenberg from New Customer - Passenger Experience
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4 Pillars of #Customer Empowerment

4 Pillars of #Customer Empowerment | UX Design | Scoop.it
Abandon the linear shopping experience. When the internet was commercialized in the '90s, some executive established the convention of bifurcating promotional efforts. "Marketing" was in charge of driving physical sales. "E-commerce" was in charge of driving digital sales. It was a bad idea then. It's a worse idea today. The reason: Consumers don't shop by channel. They just shop and jump between "omni-channels" as needed. In an omni-channel business, a customer is treated as a single buyer, no matter in which channel he or she is transacting. To become an omni-channel business, companies must forge new lines of communication among business functions and technology applications. Instead of operating as separate business units, departments need to collaborate more or even merge to better engage the new consumer.
Respect customers as individuals. Depending on time, place and channel, customers expect the shopping experience to reflect their immediate circumstance and persona. For example, think of the busy worker with time constraints during the day but greater availability on the weekend who demands different kinds of interactions. The same customer may want to interact differently with a brand on the way home from work versus a weekend morning on the way to the gym. Few companies, however, consider this level of technographic detail when profiling customers. Without it, however, companies cannot optimize their customer interactions; for instance, sending e-mail promotions to customers who instead prefer text messages.
Define your omni-channel goals. Understandably, the rise of the new consumer has caught many companies off guard. Consequently, some pivot prematurely without first determining their business goals and priorities. When asked why they recently launched a multimillion-dollar omni-channel, one company responded, "Everyone else is doing it, so we have to, too." While a company might get lucky without meaningful strategy, it's not a chance worth taking. Businesses need to establish what they are trying to accomplish—gain market share, boost customer acquisitions, drive more value from existing customers, attract more digital traffic, improve online conversion, etc.—and then align their initiatives with those goals. Otherwise, said companies will end up with capabilities that may have minimal, if not zero, impact towards their goals.
Prioritize your touchpoints. After abandoning linear shopping, adopting technographic profiles and prioritizing business goals, omni-channel companies can begin to employ proven touchpoint tactics. These include mobile technologies such as apps and near-field communications. Social platforms that go beyond "likes" and include zeitgeist monitoring, dialog participation and alerting customers to recent purchases made by their peers. It also includes smart Web sites that sell more with virtual showrooms and congruent brick-and-mortar experiences, personalized offers and visionary sales associates who help the customer do their homework, including matching a competitor's price, checking nearby inventory, arranging home delivery or otherwise serving the shopper in a way that isn't available elsewhere. The goal is choosing tactics that prioritize business value.

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

A good Experience Designer will seamlessly integrate his designs into the overall Customer Journey, accounting for the pleasantries and pit-falls of the other platforms that he crosses paths with...

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Eric_Determined / Eric Silverstein's curator insight, October 26, 4:46 PM

Cognizant recognizes the challenges business face in connecting with their consumers. It's time to empower your customers in order to connect and deliver a better brand experience across all channels.


1) Abandon the linear shopping experience.

2) Respect customers as individuals.

3) Define your omni-channel goals.

4) Prioritize your touch points.


While everyone understand the importance to have an omni-channel experience, it starts with setting up clear goals and strategy based on your customer journey.


It's not about what you think your brand, product or service is, but what your customer perceives or experiences it to be. 

Rescooped by Michael Allenberg from UXploration
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Social Proof in the User Experience

Social Proof in the User Experience | UX Design | Scoop.it
People are guided by other people’s behavior, so we can represent the actions, beliefs, and advice of the crowd in a design to influence users.

Via Mario K. Sakata
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Rescooped by Michael Allenberg from Customer Experience Best Practices & Issues
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What is customer experience and how do you measure it? - Econsultancy (blog)

What is customer experience and how do you measure it? - Econsultancy (blog) | UX Design | Scoop.it
Can you even measure it? Taken at face value, customer experience (CX) seems like a rather intangible term, one that you'd think could only be referred to anecdotally.

Via beyondthearc
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Rescooped by Michael Allenberg from Designing design thinking driven operations
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CXtra Teaser | the Impact of Customer Experience on Telco - YouTube

• CXtra is a jargon-free 3-part series of animations discussing the impact of Customer Experience (CX) on business. • The first in this series, to be release...

Via Fred Zimny
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Rescooped by Michael Allenberg from UXploration
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How to Conduct A Content Audit

How to Conduct A Content Audit | UX Design | Scoop.it
You can't undertake a redesign of a content-heavy site without a Content Audit. Donna Spencer shows you how to conduct a Content Audit in this sketch video.

Via Mario K. Sakata
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Rescooped by Michael Allenberg from Designing design thinking driven operations
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Use it or lose it: How to put your customer journey map to good use | MyCustomer

Use it or lose it: How to put your customer journey map to good use | MyCustomer | UX Design | Scoop.it

Once you've completed your map, how do you use it?


Via Fred Zimny
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Laila Bröcker's curator insight, October 19, 4:30 AM

Clear insight to customer map.

Rescooped by Michael Allenberg from Design Revolution
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Best-Designed Mobile Apps via @Quora

Best-Designed Mobile Apps via @Quora | UX Design | Scoop.it

Best Mobile App Design
Mobile apps are great web design teachers. Flat, clean and simple are mobile design trends any web design can benefit from. This excellent Quora thread shares powerful mobile app design best in class. Our favorite Pattern.dk.  


Via Martin (Marty) Smith
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Rescooped by Michael Allenberg from Designing design thinking driven operations
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Are You Really Ready for Customer Experience

Are You Really Ready for Customer Experience | UX Design | Scoop.it

Marketers can talk a good game about customer centricity, but action doesnt always follow.


Via Fred Zimny
Michael Allenberg's insight:

#ExperienceDesign + #Insight = #CustomerExperience

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frstrated's curator insight, October 14, 10:43 PM

#CEM #VoC xCustSat

Rescooped by Michael Allenberg from Sales Best Practices (sales.eu.org)
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Mapping the Customer Journey for Success

Mapping the Customer Journey for Success | UX Design | Scoop.it
Creating a customer journey map requires more than simply developing a deep understanding of what cus­tomers are trying to accomplish in their multichannel interactions with a company.

Via Laurent J.V. Dubois
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Rescooped by Michael Allenberg from New Customer - Passenger Experience
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Think #Customer first, not #Mobile first !?

Think #Customer first, not #Mobile first !? | UX Design | Scoop.it
These were the "5 things everyone needs to know about UX" (as the image is a little grainy)...

1. Data has clues, not answers
2. User Experience starts sooner than you think!
3. Your Design Agency are an enemy of User Experience
4. Responsive Design is not a UX panacea
5. Rip up your roadmap if you want to improve User Experience

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 10, 2:24 AM

The @FatFace example is a perfect reminder how important it is for your business to have a clear #customer #journey map, understanding the variety of touch points and how they interact across the journey.


Can you share other mobile sites that can be improved?

Rescooped by Michael Allenberg from New Customer - Passenger Experience
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Wearables will interact with IoT to create new experiences!

Wearables will interact with IoT to create new experiences! | UX Design | Scoop.it
The Apple Watch release in early 2015 will set the stage for wider enterprise adoption of wearables. Are you ready?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 6, 11:13 PM

JP Gownder @Forrester provides key insight into what we should expect across new #wearables:


1) Access

2) Navigation

3) Payments


Apple should help with greater exposure, but new companies such as @Nymiband and others are looking to carve out a share of the new customer experiences these devices will offer.


Which functionality would you like to have on your future wearable?



Roberto Nocera's curator insight, October 15, 4:26 PM

preparing the next tech wave about wearables.  New frontier for the customer experience #cxm #wearable #customerexperience #iot

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Ello's 5 Biggest Design Crimes

Ello's 5 Biggest Design Crimes | UX Design | Scoop.it
And with that, we can all stop pretending to care about another soon-to-fail social network.

Via Pedro Costa Neves
Michael Allenberg's insight:

I still love #AntiFacebook even though I rarely use it...

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Rescooped by Michael Allenberg from Design Revolution
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How Responsive Web Design Works [Infographic]

How Responsive Web Design Works [Infographic] | UX Design | Scoop.it
This infographic illustrates what responsive web design is, how it works, and why you should make the switch.

Via Martin (Marty) Smith
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Martin (Marty) Smith's curator insight, October 4, 1:18 PM

Responsive Web Design 
Here is an email I wrote to a friend this morning about responsive:

NO ONE understands mobile seo btw (lol). Not a huge leap to think that what makes a site responsive could also confuse the spider. Could also HELP the spider since the re-imagining of the information architecture should do things like:


* Move from novels to linked snippets. 
* Rely on tags (tags are about to be HUGE because they create new dimensions into the data). 
* Can open a site's content for social (reduce distance between THEM [customers] and US [site creators / managers]).
* Create clear meta data (goes with connected snippets). 

That last bullet puts stress on current database thinking and tech. With this many windows into the same data a developer must know about how to cononicalize a URL (or the dupe penalties will be crushing). Responsive websites become an evolving puzzle. As new pieces get created they must fit the existing framework or blow the whole thing up. 

That said, I don't see any way BUT thinking mobile first from here on out. In the end that is going to be a good thing for all of us, but transitioning is a bear :). Marty 

 

Tony Guzman's curator insight, October 6, 11:28 AM

This infographic describes what responsive website design is and how to best accomplish it.