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Rescooped by Michael Allenberg from New Customer - Passenger Experience
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Lessons in #CustExp @Uber

Lessons in #CustExp @Uber | UX Design | Scoop.it
Customers aren’t willing to suffer through badly designed experiences anymore. Case in point: the cab industry. Since the public hackney coach service was launched in London in the 17th Century — all the way through to today — the experience has literally gone unchanged: 1) Riders hail cabs (coaches back then) on the side of ...

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

Designing Experiences involves designing end-to-end solutions, not just "shiny interactions."

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Eric_Determined / Eric Silverstein's curator insight, April 10, 12:33 AM

All traditional industries should rethink their ways. The key is to  invest in disruption at each customer experience pain-point:


1) Remove Friction Points


2) Deliver Transparency


3) Use Feedback as a Currency


4)Make Human Connections


Technology that was seen as Star Trek next gen one day — will pass those thinking this will never happen to them next 


Do you agree?

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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 UXploration
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How Do We Create an Advanced Experience Ecosystem?

How Do We Create an Advanced Experience Ecosystem? | UX Design | Scoop.it

The Internet of Things is interesting because it forces us to rethink the interaction paradigms we have with objects—that is, something is different about our engagement with a smart object versus a ‘dumb’ one.


Via Mario K. Sakata
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Visual listening is the next big thing in #Social !

Visual listening is the next big thing in #Social ! | UX Design | Scoop.it
1) Following the money.
Brands rely on campaigns targeting bloggers and influencers to organically build buzz among followers on image-based social networks, and it’s a tactic that works incredibly well. But now, Pinterest and Instagram are introducing advertising with the goal of dramatically monetizing their currently-bare bottom lines. There are several recent reports that show Pinterest is pricing CPMs at $30-40 and that Instagram’s CPMs will also be on the high-end, with month-long campaigns starting at $350,000 and up. In 2015, you can expect to see major brands diverting advertising spends from traditional channels like TV into image-based social networks to up their game and stand apart from the competition. After all, glossy and gorgeous imagery is easily transferred to digital and social campaigns. Where there’s money spent, there is always the need for analytics and measurement in order to optimize and prove ROI.

2) Brand protection
Brands have enormous vested interest in knowing where and how their images are being used and shared – deliberately or otherwise — and to glean insights about people’s relationships with, and reactions to, their content. Equally important, visual listening will help brands ensure that other parties are not misusing their images.

3) Serendipitous insights
Visual listening will open up a world of insights and new business opportunities by discovering more about the moments in which branded images are used in relation to other images, content, and social markers. Using visual listening, you’ll be able to spot patterns and correlations that could lead to serendipitous discoveries, fuel new under-the-surface campaigns, reveal untapped audiences and stimulate product development ideas. For example, imagine the type of campaigns a sneaker brand can create after discovering that consumers are frequently sharing photos of their latest kicks while drinking coffee at Starbucks.

4) Tech innovation
Data science has come a long way. I believe that in 2015 the industry will innovate to make it possible to train a computer to recognize the difference between an image of a dog and a cat. It could even be sophisticated and powerful enough to discern a highly nuanced brand signal, like the crown within the Starbucks logo or the leaf at the top of Apple’s logo. Word on the street is that Facebook is already using some pretty advanced image recognition technology to identify faces in photos and images posted. These kinds of leaps in technology will unleash the potential and sophistication of visual listening.

5) Emotions front and center
Emojis, emoticons, and stickers are an integral part of our social vernacular as well as everyday conversations on text and chat. Earlier this year, the Unicode Consortium introduced approximately 250 brand new “pictographic symbols,” including such recognizable additions as the middle finger and the Vulcan salute. In 2015, more racially diverse emojis will be released. Since emojis are technically code, not images, they can today be measured through standard textual tools but for brands, the visual listening (and learning) opportunity lies in understanding how emojis are used contextually, alongside their logos and images.

6) Command centers as real-time visual listening sources
As the social environment matures in 2015, I anticipate that command centers will spread as a mainstream business tool. By tapping into unified views of textual and visual listening in a totally engaging way, marketers will create a compelling source of social intelligence and action.

Via Eric_Determined / Eric Silverstein
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Darcy Bevelacqua's curator insight, December 1, 9:56 AM


Punch Digital 's curator insight, December 1, 5:20 PM

Great food for thought this morning on where you should focus your marketing efforts for 2015


If you're looking to engage an agency that can take your marketing efforts to the next level,  and engage your target audience the right way.


Check out http://www.lumeo.com.au/explainer-videos/ to see an amazing portfolio and the range of services they could offer you and your business today.

Rescooped by Michael Allenberg from New Customer - Passenger Experience
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In #CX, you must accelerate, match or outpace the speed of market transformation

In #CX, you must accelerate, match or outpace the speed of market transformation | UX Design | Scoop.it

cellist book from Mr Solis...The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, marketing, and support models.
Social, mobile, and real-time each contribute to a new reality for customer experiences and engagement.


Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

Excellent book from Solis... #innovateorDie

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Eric_Determined / Eric Silverstein's curator insight, November 25, 11:31 PM

As @BrianSolis rightfully points out:


"The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. #Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, #marketing, and support models.

#Social, #mobile, and real-time each contribute to a new reality for #customer #experiences and #engagement."


Will your company be ready for the customer of tomorrow?

Darcy Bevelacqua's curator insight, November 26, 4:43 PM

Customers are more connected, informed and empowered than ever. Keeping up with the pace of change is geting more difficult. What are you doing to prepare for tomorrow? 

Rescooped by Michael Allenberg from Emotional Design
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Beyond Usability: Designing Web Sites for Persuasion, Emotion, and Trust :: UXmatters

Beyond Usability: Designing Web Sites for Persuasion, Emotion, and Trust :: UXmatters | UX Design | Scoop.it

For companies and designers, persuasive design changes virtually everything about planning a Web site. Standard usability research and testing are often no longer adequate. Persuasive design is fundamentally more qualitative, deep, and subtle than usability.


Via Alexis Brantes
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Alexis Brantes's curator insight, November 20, 6:10 AM
When we understand the ux as a basic level, our next stet is design for persuasion
Rescooped by Michael Allenberg from Effective UX Design
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What a Prototype Is (and Is Not)

What a Prototype Is (and Is Not) | UX Design | Scoop.it

The main purpose of building prototypes is to test whether or not the flow of the product is smooth and consistent.


Via Terry Patterson
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Terry Patterson's curator insight, November 17, 8:24 PM

I have used mockups and prototypes with varying degrees of fidelity for as long as I can remember while working in this field. Some ideas are so simple that rapid prototypes taking straight to code approaches make sense. There are those times when we are still trying new approaches and flows for users and the thing needs to be tested. Either way, our tools must allow us to do this quickly and effectively. The type of prototype impacts your testing and can skew your results if you're not a methodical UX researcher focusing on the right staging. 

Rescooped by Michael Allenberg from New Customer - Passenger Experience
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The #Customer #Experience Lessons @Ford

The #Customer #Experience Lessons @Ford | UX Design | Scoop.it
Ford Motor Company took home a silver award in the Customer-Centric Culture category at the inaugural Loyalty360 CX Awards unveiled at the 4th Annual Loyalty360 Engagement & Experience Expo this week in Dallas, TX.
Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company sat down with Loyalty360 to discuss his company’s fervent push toward a comprehensive customer-centric culture.

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

This says it all!

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Eric_Determined / Eric Silverstein's curator insight, November 14, 3:20 AM

It's great to see a large company like @Ford understanding the importance to adapt the business and respond to the needs of its customers.


- It's start with the right Culture


- Incorporating customers and suppliers input within all strategic decisions


- Empowering employees to delight customers


- Nurture and build strong relationships to drive loyalty.


If you recently purchased or leased a vehicle via Ford or any other car manufacturers, share your experience...

Rescooped by Michael Allenberg from Emotional Design
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Jamie Clouting and Chris Bush, Introducing (PET™) Design Theory; "Persuasion, Emotion and Trust" - YouTube

Jamie Clouting and Chris Bush, Sigma UK, cover the principles of Persuasion Design, or PET™ Theory, as Human Factors International defines the subject. They ...


Via Alexis Brantes
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Alexis Brantes's curator insight, November 14, 12:55 AM

Do you know the principles of Persuasion Design, or PET™ Theory?

Rescooped by Michael Allenberg from Design Revolution
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5 Must Knows BEFORE You Design A Website

5 Must Knows BEFORE You Design A Website | UX Design | Scoop.it

Team Curagami (http://www.Curagami.com ) has, over the course of our combined careers, helped thousands of clients build websites and about 99% have cart before the proverbial horse. "What is our design going to look like," they ask.

Most think "web design" is creating the look and feel of a site. Actually the look and feel, while important, is at least #6 on the "do these things to create a great web presence" list. Here are the first 5 things on that list:

1. Elevator Pitch - Who Are You?
If we were riding in an elevator could you explain your business before we reached your floor? If NO is your answer you are not alone and you need to go back to the drawing board and practice until you have your "elevator pitch" down. All things flow from that defining snippet.

Tags can help define your elevator pitch. Curagami.com Cool Tools For Ecommerce Merchants explains what we do in 5 words. Note that I don't have the the site yet so do as we are saying not as we do (always :).

2. Pain Point - Whose Your Tribe?
We create stuff to DO SOMETHING. Your product or service must help some tribe. Curagami helps ecommerce merchants understand content marketing because finding the balance beam between content that works and content that hurts is a CSF (Critical Success Factor) for ecommerce merchants. So our tribe begins with ecom merchants and we address the PAIN of understanding content marketing. We don't LIMIT ourselves. We don't say, "Go away" to B2B SaaS clients but they are cream on the top of our core tribe and mission.

3. UCA - What Are Your Customers' Aspirations
Unique Customer Aspirations is a metrics we developed as Marketing Director for Atlantic BT. UCA speaks to the transformation your content, product and service creates. Yes Curagami helps merchants make more money, but we also relieve the STRESS of not knowing what to do and why. We help merchants have confidence in their content. No one can build sustainable online community (everyone's master goal whether they know it or not) without being confident in their ability to create, share and curate content. Content is king online and the implications of that statement go far and wide. It's not enough to know your tribes shape you must know their CHARACTER too. Our tribe is STRESSED OVERWHELMED and WORRIED. Anything we do to relieve any of that makes our content sticky and sure to be shared.

4. Know Difference Between Content CREATION and CURATION
Being able to create content is important. We suggest our clients create about 10% of content from unique brand based strings. 90% of the content we want clients to share, discuss and riff off of comes from gurus, customers and THE OTHER. The other is anyone other than you and keeping tabs on your category information, knowing what matters most to your readers and why and understanding the need to tuck ego in back pocket and share competitive information is one of the hardest skills we teach. Web marketing is MOSTLY about THEM not YOU so knowing when you need to blog vs. when you need to comment is key.

5. Know Social Marketing Basics
I'm staying at The Blackwell Inn in Ohio while being treated at Ohio State's James Cancer Center. I've tweeted several positive comments @theBlackwell. Noneof those comments have been ReTweeted and they don't follow me.

ERROR.

My social following dwarfs theirs so breaking the FOLLOW BACK rule hurts 'em. By not picking up my @tweets they discourage such shares and lose the value of that communication (that they actually LISTEN and CARE). I think they do listen and care, but they don't have the skills to do so ONLINE. Before you create a website you need to know what's up in social media.

The Blackwell's lackof knowledge isn't fatal since they are located on Ohio State's campus and are the ONLY such hotel so located. They can SUCK at social media (for a bit) without pain. Doubtful your website, especially if it brand spanking new can afford such a deficit.

Since the master goal of your site is the creation of sustainable online community NOT understanding the implied contracts and un-stated ways social media works can be DEADLY.

Know those 5 things and we can begin to discuss wireframes, look and feel and visual marketing :). Marty

One More Thing - reason this stuff is so important, as my friend Frank Pollock would explain, is the web is a lie detecting amplifier. If you lie it will be shared with the world and known instantly or before, so don't lie. If you are CONFUSED, as many SMBs are, get STRAIGHT before you put crayon to paper and design a site or risk having your confusion being your main message.


Via Martin (Marty) Smith
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Rescooped by Michael Allenberg from Customer Experience Best Practices & Issues
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The Longest Lasting Emotions In Customer Experience - Forbes

The Longest Lasting Emotions In Customer Experience - Forbes | UX Design | Scoop.it
The Longest Lasting Emotions In Customer Experience. Recent research published in the journal: Motivation and Emotion shows which emotions last the longest and why. We explore what this means for customer service and customer experience leaders.

Via beyondthearc
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Laura Gruici's curator insight, December 1, 2:36 PM

What someone ruminates over holds the emotion longer.  Sadness is the longest held emotion, however joy is pretty close.  What do we do to follow-up to keep the participant thinking in the right direction?

Paula King, Ph.D.'s curator insight, December 2, 10:34 AM

Cool research.  My experience with customer experience confirms this study.  

Florence Rigneau's curator insight, December 11, 8:02 AM

Pour établir votre proposition de valeur, viser à solutionner les "pains" de vos clients en priorité car les émotions de tristesse, haine, anxiété, déception et désespoir persistent plus longtemps que la plupart des autres émotions.

Rescooped by Michael Allenberg from UXploration
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Scroll is the New Click: Captivate Your Users with Parallax

Scroll is the New Click: Captivate Your Users with Parallax | UX Design | Scoop.it
Parallax scrolling offers a better user experience through interaction, engagement, and depth into the story your brand is trying to tell.

Via Mario K. Sakata
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S Shapiro's curator insight, November 11, 8:59 AM

Interesting, but not always implemented well. (And I hate to scroll a lot. It hurts my hand)

Scooped by Michael Allenberg
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The Architecture of Understanding

Slides from Peter Morville's keynote at NUX3 in Manchester, England.
Michael Allenberg's insight:

The Master of Information Architecture...

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Rescooped by Michael Allenberg from UXploration
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How Google's Material Design is changing things

How Google's Material Design is changing things | UX Design | Scoop.it
  During Apple’s recent conference we were introduced to Yosemite and their decision to move further forward in their flat design 2.0 direction. Having caught ear of the trend earlier on and seeing Microsoft’s success with it over multiple platforms, Apple took it and made it very much their own, introducing opaque windows, clever little …

Via Mario K. Sakata
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Rescooped by Michael Allenberg from Emotional Design
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It's Time to Push the Limits of UI Design | UX Magazine

It's Time to Push the Limits of UI Design | UX Magazine | UX Design | Scoop.it

Via Alexis Brantes
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Alexis Brantes's curator insight, December 3, 3:37 PM
What do you think about?
Rescooped by Michael Allenberg from New Customer - Passenger Experience
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5 steps to integrated #customer #experience

5 steps to integrated #customer #experience | UX Design | Scoop.it
How to integrate customer experience into every facet of your brands's day-to-day operations.

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

5 steps:


1) Define #customer #experience

2) Map the #customer #journey

3) Connect the journey with the experience

4) Create a ‘playbook’

5) Continuous Learning, Feedback & Improvement


This last step is key to your long term success: "continuously assess, improve and change the strategies to keep the ‘playbook’ up to date.


Enhancing customer experience is not a one-time exercise, or necessarily a big project with infinite #ROI, it is a continuous journey and one which evolves constantly to keep up to date with new developments in #technology, #analytics and customer habits.


Every interaction with a customer, no matter how small, should be consistently monitored, and companies should make sure they are always ‘connecting the dots’ in order to build an evolving system that improves with each encounter. "


The Zappos "Deliver Happiness" philosophy is not only focused on customers, but employees too. 


Which other companies do you feel connect well across all channels and offer positive customer experience throughout your customer journey?

Rescooped by Michael Allenberg from UX-UI
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People don’t use your product because they like the product or business, they use it because they like themselves.

People don’t use your product because they like the product or business, they use it because they like themselves. | UX Design | Scoop.it

“People don’t use your product because they like the product or business, they use it because they like themselves.” (Kathy Sierra, Building the Minimum


Via Pedro Costa Neves
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Pedro Costa Neves's curator insight, November 28, 3:21 PM

People don’t use your product because they like the product or business, they use it because they like themselves.

Rescooped by Michael Allenberg from UXploration
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Understanding “New Power”

Understanding “New Power” | UX Design | Scoop.it
The crowd is challenging traditional leadership. Here’s how to harness its energy.

Via Mario K. Sakata
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The UX of Mobile Settings

The UX of Mobile Settings | UX Design | Scoop.it

This brief analysis covered only the first level of settings a user encounters in their device. We can grasp much of these OS settings experience by observing and comparing their available screen space, the length of the settings list and the ordering of its options.


Via Mario K. Sakata
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Rescooped by Michael Allenberg from UXploration
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The User Experience of Architecture

The User Experience of Architecture | UX Design | Scoop.it
 Eye tracking, usability testing, user centred design and accessibility consultancy - Bunnyfoot. Site provides details of our services, information about bunnyfoot, and a range of articles and demos on usability.

Via Mario K. Sakata
Michael Allenberg's insight:

LOVE THIS!!! #UltimateServiceDesign

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Terry Patterson's comment, December 4, 4:52 PM
What a fascinating article! Thank you for sharing.
Michael Allenberg's comment, December 8, 8:56 AM
Thanks Terry!!!
Rescooped by Michael Allenberg from Emotional Design
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Beyond Usability: Designing Web Sites for Persuasion, Emotion, and Trust :: UXmatters

Beyond Usability: Designing Web Sites for Persuasion, Emotion, and Trust :: UXmatters | UX Design | Scoop.it

For companies and designers, persuasive design changes virtually everything about planning a Web site. Standard usability research and testing are often no longer adequate. Persuasive design is fundamentally more qualitative, deep, and subtle than usability.


Via Alexis Brantes
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Alexis Brantes's curator insight, November 20, 6:10 AM
When we understand the ux as a basic level, our next stet is design for persuasion
Rescooped by Michael Allenberg from digitalNow
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Digital is Just a Means to Reach People...It's How and Why You Use It That Matters

Disruptive technology is just that…it’s disruptive. Every so often, something new comes around and completely upsets the balance. Now, innovation is part of our society and it’s only accelerating. The key to success is to simply accept that this is the end of business as usual. The way that things were done only evolve to accommodate the expectations and preferences of evolved customers and employees.

Via Don Dea
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Don Dea's curator insight, November 15, 2:25 AM

What’s different about your connected customers over your traditional customers?

How are they using technology to make decisions?

What do they search for? What do they ask? Where do they go?

Most importantly…what comes back in their search or what answers are given to their common questions?

Rescooped by Michael Allenberg from International Talent Acquisition Explorer
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How Winning Brands Define Customer Experience

How Winning Brands Define Customer Experience | UX Design | Scoop.it

Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring long-term strategies, see a significant jump in sales and revenue, new research reveals.
According to CX Landscape: State of the Industry Report, conducted by Loyalty360, corporate leaders generally realize the importance of customer engagement and CX strategies. But many are unsure how to define customer experience, and because of this, are confused about how to manage it and measure success.
Successful companies "define CX in exhaustive, yet clear measures, use almost twice as many metrics to track CX effectiveness than the rest of the market, and employ short- and long-term metrics to gauge the effectiveness of CX — including complex metrics like ROI and profitability. And perhaps paramount: They include the customer as part of the brand’s reason for being,” Mark Johnson, CEO of Loyalty 360, noted in the report.


Via Alexander Crépin
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Rescooped by Michael Allenberg from Design Revolution
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Bauhaus Web Design

Bauhaus Web Design | UX Design | Scoop.it

Bauhaus is not only one of the most important design movements in history, but an especially relevant style for Web Designers. Alex and Simone tell you why.

Marty Note
Wow, love this post by SitePoint.com's Web Developer Alex Walker and graphic designer Simone Sala because it both EXPLAINS Bauhaus Design Principles and then applies them with examples to the web. #toogood

The Bauhaus stressed form and function. Removing ornamentation in favor of clarity, ease of use and beauty. Sounds like MOBILE DESIGN to me.

Mobile is so SMALL it forces the right choices. Look how "mobile design" is not impacting web design. Mobile stared trends such as limited color palettes and flat graphics because of limitations (of smart phones), but those limitations can also help FREE up a website and point it more clearly at true north.

True north online is where visitors know what to do and why easily and are so engaged by your content they want to do (what you want them to do) AND they want to share the experience with friends. Mobile's "game console-like" BEING is reshaping marketing (see Marketing's Big Bang Manifesto https://plus.google.com/102639884404823294558/posts/Tf9GNsX35qn ).

Great, helpful post.



Via Martin (Marty) Smith
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Design is the Rendering of Intent

Design is the Rendering of Intent | UX Design | Scoop.it

We need to look at our design process as a way to come to a single intention as much as it is to make that intention real in the world. And it’s with the lens of this new definition that we can see we still have much work to do before every design will be a great one.


Via Mario K. Sakata
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The Rise of the Phablet: Designing for Larger Phones

The Rise of the Phablet: Designing for Larger Phones | UX Design | Scoop.it

“Since Samsung created the large-phone market with their Galaxy Note line, people have called these devices phablets because they fill the size gap between traditional mobile phones and small tablets.” - See more at: http://www.uxmatters.com/mt/archives/2014/11/the-rise-of-the-phablet-designing-for-larger-phones.php#sthash.jlZMuCwd.dpuf


Via Mario K. Sakata
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Finding New Solutions in Old Philosophy | UX Booth

Finding New Solutions in Old Philosophy | UX Booth | UX Design | Scoop.it

In short, although philosophy cannot provide an algorithm for solving every design problem, it can contribute to UX design. Practitioners can channel the abstractions presented by philosophy into practical principles for real world design.


Via Mario K. Sakata
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