Browsing the archives for the Interaction Design tag

The Four Customer Experience Core Competencies

10 Feb, 2013 in Brand, Culture, Customer Experience, Emotional Design, Experience Design, Leadership, Service Design, Voice of the Custostomer by

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 report focuses on these four competencies: Purposeful Leadership: Companies need to make sure that all of their HR practices reinforce the company’s purpose. Tony Hsieh, the CEO of Zappos, explained [...]

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Customer Experience Design Best Practices for Mobile

3 Feb, 2013 in Customer Experience, Experience Design, mobile by

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 Banking. What I like best is seeing the fundamentals of experience design being applied to mobile. Here some basics: Take a Systematic Approach to Understanding Your Customers Success in designing [...]

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The Tablet is now the Preferred Device for Reading and Writing Emails

27 Jan, 2013 in Analytics, Brand, Customer Experience, Experience Design, mobile, Voice of the Custostomer by

A new research study finds that majority of iPad owners say it is their preferred device for reading and writing email. The survey was conducted online in the second half of 2012 among 4,400 adults aged 18 plus, of which 66 percent were women. The study found that the most preferred device for reading emails [...]

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Good Service Design Breeds Satisfied, Loyal Customers

20 Jan, 2013 in Brand, Customer Experience, Experience Design, Service Design by

From Mark Eberman post, A Consistent Experience Is a Better Experience: Service Design on Micro Ecommerce : “Service design, viewed narrowly, is crafting each service your company provides so that the customer’s experience is a good one. All services should be designed experiences—nothing is unconsidered, and the needs and desires of all audiences are front [...]

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User Experience and the Product Management Body of Knowledge.

13 Jan, 2013 in Books, Career Advice, Experience Design, Leadership by

The ProdBOK is an industry-wide effort to standardize the practice of product management sponsored by the Association of International Product Management and Marketing (AIPMM) that comes out this spring. I was one of the authors – providing an introduction to user experience (UX) for product management; describing the integration of UX activities into the overall [...]

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Customer Experience Lessons from the ABCs of Life from Annette Franz Gleneicki

23 Dec, 2012 in Brand, Customer Experience, Leadership, Voice of the Custostomer by

Annette Franz Gleneicki shared this post, this last Tuesday, December 18, 2012, on her blog, CX Journey and I had to past it along. As Annette states, “There are a lot of general life lessons that can be applied to the world of customer experience.” Here are the ABCs she shared: Accept Differences:  Customers are [...]

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The TEDxSanDiego Experience

2 Dec, 2012 in conferences, Culture, Experience Design by

TED is a nonprofit devoted to “ideas worth spreading” – amazing talks by remarkable people, free to the world. It started as a conference bringing together people from Technology, Entertainment, and Design and has grown to include the TED Talks video site, annual TED Prize, TED Fellows, TEDx programs, and more. TEDx programs are designed [...]

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Your Product’s Personality Can Create Meaning, Trust and Loyal Customers – or Not

11 Nov, 2012 in Brand, Customer Experience, Emotional Design, Experience Design, Uncategorized by

In their recent post, Emotion Communicates Personality, Forms Relationships and Creates Meaning, Trevor van Gorp and Edie Adams share with us that: “Regardless of whether you intentionally give your product a personality, people will perceive a personality.” Not surprising, van Gorp and Adams’ research find that we tend to purchase products that seem to have [...]

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Lessons From Apple: Schedule-driven release produces half-baked products and kills innovation

4 Nov, 2012 in Career Advice, Customer Experience, Experience Design, Leadership, Uncategorized by

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 company would ship features when they were ready for primetime, a culture of schedule-driven releases has become commonplace. The time-based schedule is one of the reasons why Siri and Maps [...]

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Commit to the Customer – not the Technology

7 Oct, 2012 in Books, Customer Experience, Experience Design, mobile by

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 commit to the technology instead of committing to the customers – everyone loses. In this age of the experience economy, this can mean the end for organizations that do not [...]

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