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To understand the importance of what has become known as CX (Customer Experience), first we must briefly define some terms. UX (User Experience) was initially defined by Nielsen Norman as all aspects of the end user’s interaction with the company, its services, and its products. However, over time, many experience and marketing professionals came to define UX as end-user interactions with a single product or service, with CX emerging as an umbrella term encompassing the sum total of customer experiences with all channels of the brand and their perceptions of those interactions.

Where UX is typically focused on individual touchpoints, measured by metrics judging task completion, success, abandonment and error rates, CX metrics are broader: overall experience, likelihood to recommend or use again. Regardless of which term you use, there’s increasing interest in delivering a consistent positive customer experience, regardless of which touchpoint or channel is involved, across the entire brand.

Here are three reasons providing excellent Customer Experience matters:

As many office workers remain working remotely for the foreseeable future during the pandemic, organizations have grappled with how to keep their employees connected and communicating. Sometimes even the best-intentioned workplace-sponsored activities or events can feel like yet another obligation, both for the people putting it on, as well as those attending.

I’ve spent five years working remotely for Key Lime Interactive, and spent months at a time working on projects in Fortune 500 companies where I’ve been integrated as a team member often in a hybrid mix of remote and in-person. So I’ve seen a wide range of approaches to keeping remote workers connected, and there probably has never been a time where it has been as important as it is right now.

     When the global coronavirus pandemic hit earlier this year, conference organizers had to respond quickly and decide whether to cancel their conferences outright or move them online. With a tremendous amount of effort in a very short period of time, numerous conferences were relaunched as virtual conferences; recorded or live-streamed speakers broadcast in a multitude of ways, with varying degrees of interactivity. It looks like it may be a long time before it is safe to host or attend large in-person conferences. So based on our experience attending virtual conferences in the past few months, we wanted to explore what makes a great virtual conference.

    In a world where our interactions with services, companies, and even other people are increasingly mediated by mobile apps, software, and services, unpleasant user experiences can leave people feeling unsettled and exposed. Those negative experiences affect not only people’s opinions of the products but often the reputation of the company itself, spreading swiftly through social media and word of mouth. Some of these issues have been addressed, some are ongoing, but it seems that all share the same root cause - failure during design and implementation to consider potential bad outcomes from using the product.

      The best way to ensure a successful partnership with a consultancy is to have a solid shared understanding of what the goals of the project are, what work will be done, how it will be done, and when it will be done. The Statement of Work (SOW) governing project work is the foundation for a successful outcome. This article explores how to take a high-level SOW from an accepted proposal and turn it into a robust and effective contract.

        Recruitment agencies are invaluable for locating and managing participants for your UX research studies. They can be generalists or even specialize in recruiting hard-to-find types of participants, such as medical personnel, law enforcement officers, or any other profession or group of people meeting a particularly restrictive set of recruitment criteria. Their extensive experience and databases can often make difficult recruitments possible as long as they have the appropriate information and lead time for the planned sample size.

       
            There have been breathless articles written about how virtual or augmented reality is going to change everything for decades. Virtual Reality (VR) hardware (often glasses or goggles) allow the user to interact with a computer-generated immersive environment, where Augmented Reality (AR) devices overlay information onto the world without the processing power requirements of virtual reality. Costs are down, bandwidth is up, but it’s 2019, and with few exceptions, what Adam Draper of Boost VC calls “digital reality” remains a technology in search of a killer app.

Contextual Inquiry is a method adapted from ethnographic research which combines interviews, observational research, and task learning sited within the operational (work) environment. In our previous post, we defined what the method is, when it is best used (exploratory user research) and why (rich detail around context-of-use). 

Imagine your design team has a great new idea for a product that you think has the potential to be a real game-changer in the marketplace. For the sake of discussion, let’s say it’s a new app that will let small business owners manage their supply chain, so they know when their products will arrive, when they need to restock, and so on. Now, if your design team already works in the supply chain space, they might already know a lot about the user requirements. But what if all of your previous products are corporate enterprise-level software, and you don’t really have a good idea of how that scales down - which features your typical small business owners need, and which ones they will never touch?

“Trust is the glue of life. It's the most essential ingredient in effective communication. It's the foundational principle that holds all relationships.” ― Stephen R. Covey

With the ever-increasing number of data breaches, identity theft, and hacked websites, customers are increasingly leery of signing up for web services, wondering if they’ll get spam or worse, if the personal information they share is safe. How can companies design their websites and apps to foster trust with wary customers? Designing for trust extends beyond the user interface to encompass process, policy, product, content and presentation in order to create an experience that the user is confident and comfortable with.

     Maybe you saw all the people wandering around glued to their smartphones when Niantic’s Pokémon Go launched in July of last year; or maybe you idly followed the release of Facebook’s Oculus Rift virtual reality headset. Every year for the last few years, technology evangelists have claimed that “this year” is the year that virtual reality is finally going to take off. What’s the truth behind the hype, and what do you need to know?

The only way to assess whether a product enables users to achieve their intended goals is by measurement. Metrics are standardized methods of measuring aspects of user experience to establish benchmarks, and evaluate design interactions over time. Here are 5 commonly used metrics in user research explained: