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SoCal UX Camp 2015 – Another Success

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This year’s SoCal UX Camp was another success! Every year this event gets bigger and better. If you have never heard of SoCal UX Camp,…

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…

Walt Disney’s Enchanted Tiki Room

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Some of you may know (or have guessed) that I am a big fan of Walt Disney. I consider Disney the ultimate experience maker. When…

Customer Journey Lessons Learned from Salesforce’s ExactTarget

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In ExactTarget’s Customer Journey Lessons Learned: Your Guide to Building Lasting Relationships they share: Customers aren’t willing to give their loyalty to brands that don’t…

Customer-Centric Transformation for Your Organization

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Being Customer-Centric is no longer a “nice to have.” If you don’t start solving your customers’ future problems now – before they become their current…

Omni-Channels Never Sleeps

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Gone are the days of 24 or 48 hour response times. Customers expect instant interactions, whether it is a relevant offer or an answer to…

2013 Temkin Group Net Promoter Score Benchmark Study

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Temkin Group just published the Net Promoter Score Benchmark Study, 2013 report. This study of 10,000 U.S. consumers benchmarks Net Promoter® Score (NPS®) for 269 companies across 19 industries. Here…

The Four Elements of a Usable Cross-Channel Experience

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According to Janelle Estes, we should design for the experience, not the channel. Users engage with organizations across many channels – the web, email, mobile…

The Omni-Channel Retail Shopping Experience

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According to the Retail Info System News’ Omnichannel Rediness October 8, 2013 report, the retailers that deliver the best omni-channel experience – like Apple, Nordstrom…

The Two Laws of User Interface Design According to Jef Raskin Apply to Experience Design

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Jef Raskin is probably best known for starting the Macintosh project at Apple in the late 1970s. He was awarded a National Science Foundation grant…

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