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The Optimized Mobile User Experience: Convergent Commerce ...

The Optimized Mobile User Experience: Convergent Commerce ... | UX Design | Scoop.it
Mobile commerce has quickly advanced past a cut-and-paste of a retailer's ecommerce site—it is a viable, independent channel that needs its own strateg.
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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 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 Designing design thinking driven operations
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How Emotions Drive Customer Experience Webinar (Presentation)

MYTH: IF WE SOLVE THE CUSTOMER'S PROBLEM, THE EXPERIENCE IS A GOOD ONE Are your agents getting off the phone fast, but not solving the customers’ problems? Or,…

Via Fred Zimny
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Dimitris Portokalis's curator insight, October 6, 1:58 AM

This presentation illustrates vividly the emotions that drive customer's experience

...And that is why empathy is important in the working environment. 

Roberto Nocera's curator insight, October 6, 5:12 AM

Put emotions in your customer experience design #cxm #exmotions

Rescooped by Michael Allenberg from New Customer - Passenger Experience
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Happy Customers Mean Loyal Customers - are you ready to deliver positive #CustExp?

Happy Customers Mean Loyal Customers - are you ready to deliver positive #CustExp? | UX Design | Scoop.it
In the best of all worlds, happy customers mean loyal customers. Loyal customers talk, create buzz and can be an advocate that leads to more customers. Customers want an exceptional experience and wi…

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 2, 4:23 PM

Lisa shares 4 key insight to deliver positive #customer #experiences.


These require buy-in across the entire organization, is your company committed?


Make sure your strategy is clearly communicated, the right investments are being implemented, you listen to your customers every step of the way, then adapt as necessary.



Mike Ellsworth's curator insight, October 2, 7:12 PM

Well are ya? 

 

Via @Eric_Determined 

Rescooped by Michael Allenberg from UXploration
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You Are NOT a User Experience Designer

You Are NOT a User Experience Designer | UX Design | Scoop.it
There is a fundamental misunderstanding amongst designers when they enthusiastically tell you that they're a User Experience designer.

Via Mario K. Sakata
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Rescooped by Michael Allenberg from New Customer - Passenger Experience
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What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map?

What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map? | UX Design | Scoop.it
Are you really mapping the customer journey, or are you just looking at the customer lifecycle? Which one should you be using to improve the customer experience?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 24, 6:13 PM

You can see from the slide the different elements you need to deliver. But the #customer #Journey map is the basis for understanding how, when and where your customers interact with your brand, then you need to make sure you deliver a consistent experience across all touch points and channels. 


Annette provides clarity in the differentiation between lifecycle and journey.


Share your thoughts.

Roberto Nocera's curator insight, September 25, 3:27 AM

it's a great article that explain the difference between the customer journey and the customer experience lifecycle.  #cxm

Tonya McKinney's curator insight, September 26, 7:33 AM

I prefer customer engagement maps....it's not about steps, it's about the quality of interaction.

 

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

Rescooped by Michael Allenberg from UX-UI
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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.

Rescooped by Michael Allenberg from Online Marketing Resources
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10 Fixes for Improving Your Product's User Experience

10 Fixes for Improving Your Product's User Experience | UX Design | Scoop.it

10 of the best ways for creating positive user experiences that will lead to increased word of mouth, higher engagement rates and faster growth.


Via Pedro Da Silva
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Rescooped by Michael Allenberg from UXploration
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CUBI: A User Experience Model for Project Success

CUBI: A User Experience Model for Project Success | UX Design | Scoop.it

We all want to be a part of compelling creative projects—projects that solve business problems and engage users through meaningful and valuable experiences. However, given tight budgets and timelines it's challenging to create genuinely innovative design, identify gaps in the process, and consider the variety of factors for effective user experience.


Via Mario K. Sakata
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Rescooped by Michael Allenberg from New Customer - Passenger Experience
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Don’t Down-size the Store. Right-size the Experience!

Don’t Down-size the Store. Right-size the Experience! | UX Design | Scoop.it
Don’t Down-size the Store. Right-size the Experience

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

Great piece merging #ServiceDesign with #ExperienceDesign. #DesignHolistically

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Eric_Determined / Eric Silverstein's curator insight, September 26, 2:34 AM

Doug Stephens shares key insight from a published article earlier in the year.


All deliverables are still very relevant today!


You can see some of them being applied with Macy's latest move:


http://fortune.com/2014/09/24/macys-tech/


What would you like to see changed or improved in your in-store experience?


Smart-fitting rooms equipped with iPads is a great way to relieve stress points for customers, and stores to enhance #customer #experience.

Rescooped by Michael Allenberg from Design Revolution
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Who Did MoMA Hire To Create Their Web Store? Yugo Nakamura

Who Did MoMA Hire To Create Their Web Store? Yugo Nakamura | UX Design | Scoop.it

Japanese web designer Yugo Nakamura has created some cool sites. Great clean lines, white backgrounds, splashing of color, movement both real and implied reminds me of Haring, Warhol and de Kooning. #toogood #webdesgin

 


Via Martin (Marty) Smith
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