While visually appealing (harmonious) color palettes are easy to come by these days, finding the right color palette for data visualizations is challenging. Things are made more difficult, as we need to convey information across thousands of unique data sets in many different types of visualization layouts. And then there are issues like accessibility, enough … 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
“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
“Nowadays, the design of many digital services does not only rely on data manipulation and information design but also on systems that learn from their users.” – Fabien Girardin, Experience Design in the Machine Learning Era Behavioral data – human interactions (transactions) with systems – is fed as context to algorithms that generates knowledge. An … 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
Just as we discussed how to chart satisfaction and value, you can do the same with tailoring your customer insights to prioritize actions. Somewhat like a SWOT analysis, this charts the most important strengths and weaknesses based on your insight data findings. Important weaknesses are where you need to focus ways to improve your customer … Read more
“As far back as 1966 the phrase “word of mouth advertising” was coined in a Harvard Business Review article by Ernest Dichter, the father of motivational research (and the “focus group”). He exhorted the ad community to move from acting as ‘a salesman who tries to get rid of merchandise,’ to the new role of ‘a friend … Read more
We are at the intersection of three maturing technologies: mobile devices, cloud services and big data analytics. Experience Makers collect, correlate and analyze data from their customer interactions across channels to learn, anticipate and simplify the experiences they create for their customers. In the Forbes.com post, Using Big Data and Machine Learning to Enrich Customer Experiences, Kurt … Read more
Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation segmentation and capture, analyze and execute on behavioral data about their customers. Smart organizations deliver the right message or offer at the right time through the right channel to the right … Read more
From Wired Innovation Insight’s blog, The Marketing Tech Differentiator: True Contextualization, Dennis van der Veeke shares with us: “Organizations today often rely on multiple technologies to provide the relevant data points needed to drive customer experience. These systems, however, tend to lack seamless integration with each other, resulting in a disjointed brand experience. To meet … Read more
Just last week I ran a customer journey map (CJM) workshop at FICO World 2014. I always enjoy the enthusiasm for customers and engagement around designing better customer experience that happens at these workshops. The secret to any good workshop is to facilitate an environment of trust where the participants can be free to share … Read more
We are in the Experience Economy that Pine and Gilmore predicted – a customer-centric marketplace that Forrester calls the Age of the Customer where: “A customer obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of an engagement with customers, and prioritizes these over maintaining traditional competitive barriers.” We … Read more