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Better Decisions with Better Metrics

Posted in Customer Experience, Customer Insights, and Experience Design

You are providing solutions for your customers. Are you meeting their needs? How do you know? You know that Sales decreased or renewals went down…

Meet Your Brand Promise by Involving Your Customers Early and Often

Posted in Customer Experience, Experience Design, and Innovation

It is crucial to ensure that your products and services meets the needs and capabilities of your customers, particularly in terms of the experience you…

The Most Important Experience Metric

Posted in Experience Design, Product, Service Design, and Technology

You could be measuring a ride experience at Disneyland, the driving experience of a Tesla, a medical device in the operating room – or your…

Designing Experiences with Lean Principles

Posted in Agile, and Experience Design

The term “Lean” was first coined by John Krafcik in his 1988 article, “Triumph of the Lean Production System” based on his experience as a…

Before You Write Your Requirements, Create a Prototype

Posted in Agile, Design Thinking, Experience Design, and Technology

Prototype your ideas before you develop them. Use prototypes to solicit feedbacks from subject matter experts to ensure you are solving the right problem, to…

Death of the Password with Better Authentication Design

Posted in Customer Experience, Experience Design, Service Design, and Technology

I recently attended Jared Spool’s presentation “Insecure & Unintuitive: How We Need to Fix the UX of Security.” If you haven’t heard Jared speak then…

Experience Design, Machine Learning and the Platinum Rule

Posted in Analytics, Experience Design, UX and Analytics, and Voice of the Custostomer

The Golden Rule or law of reciprocity is the principle of treating others as one would wish to be treated. It is a maxim of altruism seen in many religions and cultures. Simply…

UserZoom Sponsors UX Boot Camps

Posted in Agile, Design Thinking, and Experience Design

While helping BD Medical Technology redesign their intranet, I got the distinct honor and pleasure of working with the Nielsen Norman Group. NN/g conducted card…

Service Design Trends for 2017 – Agile Meets Design Thinking

Posted in Agile, Design Thinking, and Service Design

John Knight posted this a few months ago. I believe that that these 10 trends are worth paying attention to: “…underpin digital transformation across mobile,…

Design Thinking: A Brief History

Posted in Design Thinking

You could say the basic principles of Design Thinking have always been around. It was these basic principles that early humans built tools and drew…

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