Why I Network

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

Corporate User Experience Maturity Model: Part 4 of 4

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

Corporate User Experience Maturity Model: Part 2 of 4

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

Corporate User Experience Maturity Model: Part 1 of 4

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

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

Behavioral Targeting

Behavioral targeting helps deliver content to users (target) who are most likely interested (based on their behavior). Behavioral targeting uses information collected on an individual’s navigation, such as the pages they have visited or the searches they have made, to select which content to display to that individual. It can include many factors like geography, … Read more

Customer Profiling

I once had a client that was rolling out their next generation behavioral targeting enterprise solution to their market and we needed to understand how the different market segments were going to use it… so we created customer profiles. We divided their customers into three categories: Those who used their solution strategically; those who used … Read more

Observing User behavior through System Logs

We started looking at system logs as part of our user research process while I was Director of UX at Mitchell International in the early 2000’s (gee – that still feels weird to state). As usual, necessity was the mother of invention. We needed to find out about a particular user groups’ behavior for certain … Read more