In the October 29 post by Om Malik, From inside Apple, the Scott Forstall fallout at Gigaom.com,Om shares: “Unlike in the Jobs era, when the…
Category: Experience Design
Big Data, Analytics, SaaS and the Experience
Posted in Analytics, Brand, Experience Design, mobile, Uncategorized, and UX and Analytics
We are seeing the blooming of the Experience Economy in the Information Age. There is so much information we have create Big Data. The trend…
Commit to the Customer – not the Technology
Posted in Books, Customer Experience, Experience Design, and mobile
One of our greatest challenges in designing the best experiences for our customers is not letting the technology limitation determine the customer experience. When organizations…
Customer Experience is the Only Thing that Matters
Posted in Customer Experience, Experience Design, and Leadership
In Augusts issue of Fast Company magazine, Harley Manning wrote and article entitled “Why Customer Experience Is The Only Thing That Matters.” In this article,…
Outside In
Posted in Books, Brand, Customer Experience, and Experience Design
Determining, developing and delivering your customer experience is an Outside-in process. Too many companies make the mistake of thinking that they know what is best…
The Holistic Experience between Brands, Products and Services
Posted in Brand, Customer Experience, Emotional Design, and Experience Design
“Apple has been held up as the definitive example of how to integrate a brand and its products and services to create an extraordinary company.…
Users are not Designers and Designers and not Users
Posted in Analytics, Customer Experience, and Experience Design
Users are not designers. You can ask them what they want but they can only give you insight into the incremental improvement that they are…
In an interview for June 2000 interation magazine, Dr. Donald Norman stated: “I don’t like the term ‘usability,’ and I don’t want to be called…
Customer Journey Maps, Customer Profiles and Touch Points
Posted in Culture, Customer Experience, Emotional Design, and Experience Design
Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey…
Designing Great Customer Experiences with the Power of A/B Testing
Posted in Brand, Customer Experience, and Experience Design
“Over the past decade, the power of A/B testing has become an open secret of high-stakes web development. It’s now the standard (but seldom advertised)…