Sean Van Tyne 
Emotions have a crucial role in our ability to understand the world. Studies have shown that an object that “pleases” us appears to be more effective. This is due to the affinity we feel for an object that appeals to us – an emotional connection. In his book Emotional Design, Dr. Donald Norman proposes a … Read more
I have another article in The Pragmatic Marketer, the Pragmatic Marketing magazine for technology product managers. In this article, I have extended Dr. Donald Norman‘s ideas around activity-centered design to include roles, goals, and scenarios along with discuss the merits of contextual inquiry. It all came about from a conversation that I was having with … Read more
A customer community is where customers gather to share ideas, advice, experiences and feelings. Customer communities allow the organization that host the community to “listen” to the groups talk about their industry, brand, products, and competitors. Customer-focused organizations create these communities to gain deep insight into their customers’ interests, decisions, and needs. Customer-focused companies listen … Read more
Customer Experience Management (CEM) is a strategy that focuses organizations around the needs of their customers. Moving customers from satisfied to loyal to advocate. As brands become increasingly commoditized, companies look to CEM to maintain their competitive advantage. CEM solutions integrate external and internal customer interactions to create a unified, consistent, end-to-end customer experiences. By … Read more
A customer’s perception of an organization is formed from their interaction across multiple-channels. Customer experience is the sum of all experiences a customer has with these many “touch points” – advertisements, website, marketing media, sales call, customer visits, package design, instructional material, products, services, support, billing, etc. A great customer experiences creates loyalty, grow sales … Read more
Several years ago I had the best job! I loved the company. I loved the folks I worked with. I loved what I was doing. I was planning on spending the rest of my career at this place. Then, for business reasons, this company decided to move it’s headquarter to another city. I was invited … Read more
Level 3: Integrated User Experience and Predictable Process When an organization integrates user experience into their corporate strategy then, using metrics, they can effectively control their customers’ user experience with their organization, products, and services. In particular, the organization can identify ways to adjust and adapt the process to particular projects and tailor it to … Read more
Level 0: Initial Stage We don’t know what we don’t know… Initially, your organization may not even be aware of the concept of user experience. Someone shares this knowledge and a grass root effort begins. Usually it is an ad hoc effort on a small project. If the effort is successful and the benefits are … Read more
I have found that user experience management varies from organizations that are just becoming aware to the concepts of user experience to organizations where user experience is one of their core distinctions if not the core distinction. The User Experience Maturity Model is a framework that describes an organizations maturity along this continuum. It defines … Read more
Organizations and their products and services have a “user experience” regardless if the organization is consciously managing it. User experience encompasses all aspects of the end-user’s interaction with an organization, its services, and its products.1 A good user experience delights customers – increasing adoption, retention, loyalty, and, ultimately, revenue. A poor user experience detracts customers, … Read more
Corporate UX Maturity: A Model for Organizations User Experience Magazine: Volume 9, Issue 1, 2010 Organizations and their products and services have a user experience regardless if the organization is consciously managing it or not! A good user experience delights customers and creates a steady revenue stream while a poor user experience detracts customers and … Read more
Enterprise feedback management (EFM) is an integrated approach to the management of all forms of feedback available to an organization. EFM solutions centralize key demographic and attitudinal data about respondents, targeted subsets, and integrate feedback data to and from CRM, HRIS and other systems EFM consists of data collection, analysis and reporting. EFM solutions provide … Read more