Expertiential Design
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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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Gestures & Animations: The Pillars of Mobile Design

Gestures & Animations: The Pillars of Mobile Design | Expertiential Design | Scoop.it

The more you rely on gestures over visible buttons, the greater the possibility for confusion.


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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 | Expertiential 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, 2014 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, 2014 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? 

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Bauhaus Web Design

Bauhaus Web Design | Expertiential 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.



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The Rise of the Phablet: Designing for Larger Phones

The Rise of the Phablet: Designing for Larger Phones | Expertiential 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


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What is #customer #experience and how do you measure it?

What is #customer #experience and how do you measure it? | Expertiential 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.

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Eric_Determined / Eric Silverstein's curator insight, October 21, 2014 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?

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The Rise of the #Relationship Economy

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

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Eric_Determined / Eric Silverstein's curator insight, October 15, 2014 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?


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Wearables will interact with IoT to create new experiences!

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

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Eric_Determined / Eric Silverstein's curator insight, October 6, 2014 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, 2014 4:26 PM

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

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Don’t Down-size the Store. Right-size the Experience!

Don’t Down-size the Store. Right-size the Experience! | Expertiential 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, 2014 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.

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Does #Mobile Payments play a critical role to Mobile #Customer #Journeys?

Does #Mobile Payments play a critical role to Mobile #Customer #Journeys? | Expertiential Design | Scoop.it
On Tuesday, Apple held a special event out in Cupertino where they made major announcements and unveiled the latest additions to their product line for the 2014 holiday season. As Jason Bateman put it: Is there a better day in … Continued

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

The future of #integratedExperiences.

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Eric_Determined / Eric Silverstein's curator insight, September 17, 2014 2:47 PM

Do you agree with  Apple CEO Tim Cook statement?  


"Most people that have worked on [mobile payments] have started by focusing on creating a business model that was centered around their self-interest instead of focusing on the user experience."


@Googlewallet focused on the customer too, but did not win over merchants, which impacts the overall user experience.


Will you be using #ApplePay?

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Goodbye #Mobile #Apps, Hello Multi-Device #Experiences

Goodbye #Mobile #Apps, Hello Multi-Device #Experiences | Expertiential Design | Scoop.it
Your app runs in a little square.All the money you spend on developers, design teams, content production and infrastructure for your app essentially boils down to a little square. Sometimes it’s a bigger square. Sometimes it’s more of a rectangle. And sometimes your app is responsive and tries to adjust itself as the square changes shape.But in the end, your brand's communications still come down to that little square. Topic: Web CMS.

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Eric_Determined / Eric Silverstein's curator insight, August 18, 2014 12:40 AM

Michael looks at what the future holds.


The holy grail is "delivering what the customer is seeking at the right time, at the right place and on the desired platform - every time!"


#Data becomes the foundation to learn and engage, do you agree?

Many companies are positioning themselves to offer the entire solution, it's important not to forget the human element (#empathy) which plays a critical role in the end.
How will consumers react in 10 to 20 years looking back at our current #Mobile technology?
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Clean & Simple Website Design Trends In 2014

Clean & Simple Website Design Trends In 2014 | Expertiential Design | Scoop.it
Like the World Wide Web itself, the world of website design is constantly in flux as technologies change and design standards evolve. What worked in 2013 may

 


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Martin (Marty) Smith's curator insight, July 29, 2014 2:30 PM

Worth revisiting some of these web design trends. What is the engine behind these trends? Social / Mobile web. Like the "winners" and "losers" organization here.

Carlos Polaino Jiménez's curator insight, July 29, 2014 2:59 PM

En el momento en que me lo estoy planteando

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#Mobile and #Voice of the #Customer: All About Actionability

#Mobile and #Voice of the #Customer: All About Actionability | Expertiential Design | Scoop.it
As business managers or owners, we’re constantly faced with opportunities to widen the range of programs that we run — so how does the go/no go decision get made?Som

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Eric_Determined / Eric Silverstein's curator insight, July 18, 2014 7:01 PM

"The saying goes ‘timing is everything’ and it doesn’t apply more anywhere than in #VoC programs. The #journey your #customers go through, both before and after they become customers, can be broken down into distinct steps. Each represents a potential breaking point where the potential of the relationship can be diminished or enhanced."


Certainly #Mobile provides greater opportunities to engage at a variety of touch points during your customer journey.

 

Share a recent Mobile experience where the brand took the right step to address your needs or provide the right incentive that led to a purchase?

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RETHINK Web Design: Unusual Web Navigations Inspire | AWWWARDS

RETHINK Web Design: Unusual Web Navigations Inspire | AWWWARDS | Expertiential Design | Scoop.it
Beautiful Unusual Navigation Designs for Inspiration. Selection of Awwwards websites with a strong presence of unusual navigation. An effective navigation design is crucial for a website

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Martin (Marty) Smith's curator insight, June 26, 2014 9:29 PM

Navigation feels old and moldy. There are few things MORE critical than navigation. We've moved from left nav sitting firmly in the "golden triangle" to horizontal top navigation.

Neither of these options inspire and both are feeling long in the tooth and stupid. The social / mobile web requires a RETHINK about navigation. Can we find ways to make very page a homepage?

Can navigation be more relevant and less middle of the road boring? Here are some navigation examples from AWWWARDS.com that don't solve the problem...yet. But the dialogue helps begin the process of reducing our dependency on static, boring, "has-been" ideas like left or horizontal nav.

Are you as surprised that navigation hasn't been on the "top changes" list for web design in 2014? Has to be on our 2015 list because every current option is BAD and getting worse.

BOUTELOUP Jean-Paul's curator insight, June 27, 2014 2:21 AM

Merci ! il est bon de repenser aussi le webdesign pour une nouvelle expérience utilisateur

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Blurring the lines between #Digital & Physical to deliver the best #CustExp!

Blurring the lines between #Digital & Physical to deliver the best #CustExp! | Expertiential Design | Scoop.it
After what most would consider a brutal holiday shopping season last year thanks to a well-publicized data breach, Target is rebounding with a slew of mobile and digital investments aimed at driving foot traffic.

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Eric_Determined / Eric Silverstein's curator insight, December 10, 2014 3:48 AM

With brands such as @Target leveraging #mobile games with in-store experience through unique codes to unlock the next level, it's important for the future of retail to blend digital with physical, do you agree?


I had posted a previous article of successful campaigns from @MarcJacobs & @Nordstrom leveraging their social engagement via @Twitter & @Pinterest to drive results:


http://sco.lt/8p3ds9 "How to Link Social Engagement with Real Business Results"


Share your thoughts.

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The UX of Mobile Settings

The UX of Mobile Settings | Expertiential 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.


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Future Of Web Design: End Of Boxes & Borders via @HaikuDeck

Future Of Web Design: End Of Boxes & Borders via @HaikuDeck | Expertiential Design | Scoop.it

Web Design
Cha Cha Changes are ahead for web design. Our social / mobile / connected world is blowing up our wireframes. and that's a good thing.


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Does your #Mobile Strategy match your #Customer behavior?

Does your #Mobile Strategy match your #Customer behavior? | Expertiential Design | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, October 28, 2014 1:57 AM

@Forrester report states that only 59% of marketers understand their customers #mobile usage and attitudes.


What do you attribute to be the cause for this lack of understanding?


Is it the need for more advanced #analytics tools to understand customers’ actions so the experience can be optimized?


You should start with a clear customer journey map, in order to define the different touch points and how your customer engages at each point through his/her journey with your brand.

 

Share a recent positive mobile experience or a negative one.


Looking forward to your stories!

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Best-Designed Mobile Apps via @Quora

Best-Designed Mobile Apps via @Quora | Expertiential 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.  


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Think #Customer first, not #Mobile first !?

Think #Customer first, not #Mobile first !? | Expertiential 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, 2014 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?

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How Responsive Web Design Works [Infographic]

How Responsive Web Design Works [Infographic] | Expertiential 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, 2014 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, 2014 11:28 AM

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

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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? | Expertiential 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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Roberto Nocera's curator insight, September 25, 2014 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, 2014 7:33 AM

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

 

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Is there a Silver Bullet In #Customer #Experience?

Is there a Silver Bullet In #Customer #Experience? | Expertiential Design | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, September 2, 2014 3:11 PM

Terence shares valuable graphics, and reminds us all that it takes the entire organization to truly deliver across the #customer end-to-end journey.

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3 key #Data Driven Marketing Opportunities

3 key #Data Driven Marketing Opportunities | Expertiential Design | Scoop.it
Famed writer and technologist Daniel Keys Moran once said, “You can have data without information, but you cannot have information without data.” This statement is becoming increasingly accurate …

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Eric_Determined / Eric Silverstein's curator insight, August 12, 2014 3:15 PM

Following the previous article on how #Data needs to connect throughout the #Customer #Journey, here are 3 key Data-driven marketing segments you need to master :

 

1) #Mobile

2) #Personalization

3) #Segmentation

 

Valuable examples are provided, which additional opportunities do you see across these 3 segments?

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The Rise of #Customer Expectations

The Rise of #Customer Expectations | Expertiential Design | Scoop.it
During this series we looked at 6 key industry factors that are changing the way we do business today, and we have tried to guide you on how best to Reshape your service organisation to Exploit the

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Eric_Determined / Eric Silverstein's curator insight, July 19, 2014 7:05 PM

"As the world becomes more #collaborative and technology-enabled and #customer expectations evolve, the trend towards #digital and anytime, anywhere service can only accelerate.


In response, organizations must put themselves in the shoes of their customers when designing and delivering interactions, so as to minimise customer effort and maximise customer value.

 

Responding to digital disruption and providing great digital experiences is not easy...Organization needs to evolve, becoming flexible and responsive, which often requires significant change, energy and investment."

 

Coreen summarizes the current challenges/opportunities well, would you add any additional trends for consideration?

 

 

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Creating a Strong #Customer #Experience: 6 Key Principles

http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customer…

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Eric_Determined / Eric Silverstein's curator insight, July 15, 2014 12:50 PM

An engaging SlideShare that showcases key principles to drive results.

 

Important questions are raised for your business.

 

Have you started on your customer journey map?