User Experience is not what you think it is

UI is not UX   Usability is not UX   Design is not UX User experience encompasses all aspects of your end-user’s interaction with your company’s brand, products and services. To learn more about what User Experience is not and is, please join us at the UX Boot Camp for Product Managers in Tustin, California, … Read more

The Third Wave of the Internet is all about the Experience

In the mid 1990’s there was a common believe of “build it and they will come” when it came to internet businesses. There were investments into anything that had a ‘dot com’ at the end of it because no one wanted to miss out on becoming a millionaire. After billions of dollars were invested with … Read more

How Do You Design Great Solutions for People?

We can only design great solutions for people when we have a deep and detailed knowledge of their needs. Each new generation of solutions improves based on market and customer feedback. But how do you do this? What is the process? There is a hierarchical structure of activities, tasks, actions, and operation to better understand customers’ interactions … Read more

User Experience encompasses all aspects of Your Customers interaction with Your Brand

User experience encompasses all aspects of the end-user’s interaction with the company, its services, and its products. It is an approach that puts the user at the center of the design process and incorporates user concerns and advocacy from the beginning. User experience includes everything that the user can experience – the visual appearance, interactive … Read more

System Response Time and Feedback Guidelines

  There is no industry standard for application response time1. How long someone is willing to wait is only relevant in the context of how important the task is to them. For example, how long someone is willing to wait to view their family’s online photo album versus how long they are willing to wait … Read more

Intervention Design and Iterative Prototyping

You all know my evangelism for iterative prototyping… Well, you can imagine my joy when I saw this month’s Harvard Business Review dedicated to “The Evolution of Design Thinking” and a great article by Tim Brown and Rodger Martin on “How to use design thinking to make great things actually happen.” According to the article, … Read more

Multisensory Experience Design Research Methods

Experience design as a discipline runs the gambit from human factors to fine arts. We experience reality from a variety of senses. As experience designers, we map out the affect of each cue along our audiences’ journey with the five senses – sight, sound, touch, taste, smell – the more senses engage, the more memorable … Read more

Making the Complex Simple with Progressive Disclosure

So how do you make the complex simple? How do you accommodate a person’s first-time experience from their familiar routine from their advance experts needs? With progressive disclosure. Progressive disclosure is an interaction design technique to help maintain the focus of a person’s attention by reducing clutter, confusion, and cognitive load by presenting only the … Read more

Experience Design in an Agile World

A recent Nielsen Norman Group study found that organizations that have adopted an agile development process are more proficient in execution but some have abandon research and design best practices and degrade their customer experience. Unfortunately, the study found, that most organizations following the agile development process didn’t include research on a consistent basis, if … Read more

Designing Experiences for E-Commerce Shoppers

The Nielsen Norman Group has identified five types of e-commerce shoppers: Product-focused shoppers know exactly what they want. They only want to locate the product, confirm it’s the right one, and buy it. Some don’t even look at product descriptions at all – a quick look at the name and picture confirms that the product … Read more

The Customer Experience Revolution – The Trailer

It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes at SDL Innovate 2014 in San Francisco, the book went into a third printing, and Brigantine Media just released this trailer.

The Secret to Innovation is Human-Centered Design

Many organizations talk about being innovated but few truly are. Organizations create goods, services, spaces, places, events – experiences – for people. Innovated organizations know this and follow the principles of human-centered design to innovate. Human-Centered Design, as the name implies, is designing solutions around human. It is the process that innovators like Apple and … Read more