Sean Van Tyne

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user experience

Behavioral Data Insights Drive Personalized, Contextually Relevant Experiences

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Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation segmentation and capture, analyze and execute on behavioral data about their customers. Smart organizations deliver the right message or offer at the right time through the right channel to the right … Read more

Making the Complex Simple with Progressive Disclosure

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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

Team Personas and Experience Maps

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Paul Brooks wrote this article for UX Magazine about developing personas for team. Personas are a stand-in for a group of people who share common goals. They are fictional representatives—archetypes based on the users’ behaviors, attitudes, and goals. Usually we make the distinction between Buyer Personas and User Personas where the Buyer is the person … Read more

So what is the Difference between Customer Experience and User Experience?

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This is one of the most frequent questions that Jeof and I get. If you have read our book or heard us speak than you know the short answer. For the record, I want to share the longer (and more academic) answer. Don Norman is most credited for coining the term User Experience while at … Read more

SDL Innovate 2014 Keynote Session – The Customer Experience Revolution

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Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate 2014 in San Francisco. We shared that these “Experience Makers” dominate their industries and change customers’ lives. We shared insights about leadership, best practices and decision making, based on the interviews … Read more

Designing Experiences for E-Commerce Shoppers

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online shopper

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

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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.

Analytics to drive your Website’s Experience

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marketing automation

In Nielsen Norman Group blog, Five Essential Analytics Reports for UX Strategists, Jennifer Cardello describes how analytics inform UX goals, strategies, and concepts. These are five examples that are essential: 1. How Fast Is Mobile Access Growing? This information is helpful when you are planning, pricing, and comparing approaches to making your site mobile friendly. … Read more

Determining the Right Sample Size for Experience Design Evaluation

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Finding the right sample size is a tradeoff between the number of participants in the study and the ability to detect problems. The larger the sample size, the more problems that get uncovered. There is however a diminishing return as fewer new problems get uncovered with each additional user. And not all problems uniformly affect … Read more

Customers Control Our Brand

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According to the Corporate Executive Board, (CEB) almost 60% of the customers’ journey is complete before they reach out to vendors. Our customers’ journey starts way before their first transaction. with us And in a Harvard Business Review, “Solution Selling is Dead” (that cites the CEB findings) because talking about our products and services is no longer good enough. It … Read more

It Doesn’t Pay to Delight a Customer

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memorable experiences

I recently heard Rick DeLisi, co-author of The Effortless Experience, give a Keynote: All of Your Customers are loyal Right Now. What about Tomorrow? Rick shared that after years of focus on the “above and beyond” service mentality, research of tens of thousands of customers globally across multiple industries and customer types indicates there is … Read more

Staging an Experience: Orchestrating Memories from Pine and Gilmore

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Joseph Pine II and James H. Gilmore published Welcome to the Experience Economy for the Harvard Business Review in July of 1998 followed by the book, The Experience Economy: Work Is Theater & Every Business a Stage, in April of 1999 with an updated edition in 2011. Pine and Gilmore provide us with the first … Read more