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Category: Experience Design

Hick–Hyman Law and Design

Posted in Analytics, Architecture, Customer Experience, Design, Experience Design, and Service Design

Psychologists William Edmund Hick and Ray Hyman define “the time it takes for a person to make a decision as a result of the possible choices he or…

Fitts’s Law and Design

Posted in Design, and Experience Design

In 1954, Paul Fitts developed a model of human movement, Fitts’s law, based on rapid, aimed movement. Fitts’s model predicts that the time required to…

Perceived Affordance and Four Principles of Screen Interface Design

Posted in Design, and Experience Design

Psychologist James J. Gibson originally introduced the term “Affordance” in his 1977 article “The Theory of Affordances” and elaborated on it further in his 1979…

Learning from Our Customers

Posted in Customer Experience, Experience Design, and Voice of the Custostomer

I cannot over emphasize the importance of developing prototypes and reviewing them with your target audiences as early and often as possible. Determining, developing and…

Customer Satisfaction, Customer Effort and Net Promoter Score: Different Metrics to Measure Different Aspect of your Customer Experience

Posted in Analytics, Brand, Customer Experience, Experience Design, Service Design, and Voice of the Custostomer

Customer satisfaction (CSAT) is a measure of how products and/or services meet customer expectation. Organizations ask their customers whether their product and/or service have met…

Getty Center Parking Garage Barrier Bars

Posted in Architecture, Color, Customer Experience, Emotional Design, and Experience Design

Located in Los Angeles, California, the Getty Center is a museum that specializes in pre-20th-century European paintings, drawings, illuminated manuscripts, sculpture, and decorative arts; and…

Give the Moment What the Moment Needs

Posted in Career Advice, Customer Experience, Experience Design, Life, Quotes, and Service Design

Chris Bryant, at ProductCamp SoCal last year, said “Give the moment what the moment needs” I jotted this down and it really stuck with me. …

The Economics of Net Promoter Temkin Group Report

Posted in Customer Experience, Experience Design, Service Design, and Voice of the Custostomer

The Economics of Net Promoter, published by the Temkin Group, examines the link between NPS and loyalty across 19 industries (airlines, appliance makers, auto dealers,…

The Four Customer Experience Core Competencies

Posted in Brand, Culture, Customer Experience, Emotional Design, Experience Design, Leadership, Service Design, and Voice of the Custostomer

In the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The…

Customer Experience Design Best Practices for Mobile

Posted in Customer Experience, Experience Design, and mobile

Forrester (and others) have put out some useful tips for designing experiences for mobile including Mobile App Design Best Practices and Best Practices in Mobile…

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