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 stated, “One should treat others as one would like others to treat oneself.” As a child, I learned it as “Do onto others as you would want them to do … Read more
While attending San Diego’s Medical Device and Technology Network meetup, the always wonderful Dr. Joely Gardner, author, speaker, and industry leader human factors and usability testing expert in medical devices, software, and web-based applications, shared with us insightful, real-life stories from the field. One of the things that Dr. Gardner shared is the FDA change from “User … Read more
With the advance of machine learning and “artificial intelligence” (AI), it has become the responsibility of both designers and data scientists to understand how to shape experiences that improve lives. As Greg Borenstein argues in Power to the People: How One Unknown Group of Researchers Holds the Key to Using AI to Solve Real Human Problems: … Read more
From Experience Design in the Machine Learning Era, Fabien Girardin shares that with a behavioral data-driven experiences, we exploit thick data, the qualitative information that provides insights on people’s lives, big data from the aggregated behavioral data of millions of people and the small data that each individual generates. Traditionally, designers focus on defining the experience of the service, feature or … Read more
“The experiences powered by machine learning are not linear or based on static business and design rules. They evolve according to human behaviors with constantly updating models fed by streams of data. Each product or service becomes almost like a living, breathing thing. Or as people at Google would say: ‘It’s a different kind of … Read more
In Data Visualization: Your Secret Weapon in Storytelling and Persuasion, Adam Singer, Analytics Advocate at Google shares: “In a world increasingly saturated with data and information, visualizations are a potent way to break through the clutter, tell your story, and persuade people to action.” Statistics are good but showing your data in context of what … Read more
Usability evaluations assess the degree to which your website, application, product or service can be used by your customers, the efficiency of your solution and the overall delightfulness you deliver. These evaluations are to validate that the tasks are easy to complete. It is a test of the ease of use of your offering not … Read more
In Nielsen Norman Group blog, Five Essential Analytics Reports for UX Strategists, Jennifer Cardello describes how analytics inform UX goals, strategies, and concepts. These are five examples that are essential: 1. How Fast Is Mobile Access Growing? This information is helpful when you are planning, pricing, and comparing approaches to making your site mobile friendly. … Read more
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 sample size, the more problems that get uncovered. There is however a diminishing return as fewer new problems get uncovered with each additional user. And not all problems uniformly affect … Read more
Richard Owen, President and CEO of Satmetrix, had a lot to say at the Satmetrix’s 8th Annual Net Promoter Customer Experience Conference. At his keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience, Richard explained that Satmetrix sees four important factors to the future … Read more
I was at the recent Satmetrix’s 8th Annual Net Promoter Customer Experience Conference where Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard explained that Satmetrix sees three types of NPS … Read more
In Ian Golding’s blog STRATEGY – MEASUREMENT – PEOPLE, he provides a simple framework for managing customer experience. Here’s how Ian breaks it down: Strategy Ian warns that “Not knowing your strategy means that employees do not know what direction they are going in, and customers are unlikely to know what to expect.” Your CX … Read more