This is one of the most frequent questions that Jeof and I get. If you have read our book or heard us speak than you know the short answer. For the record, I want to share the longer (and more academic) answer. Don Norman is most credited for coining the term User Experience while at … Read more
It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes at SDL Innovate 2014 in San Francisco, the book went into a third printing, and Brigantine Media just released this trailer.
In 1954, Paul Fitts developed a model of human movement, Fitts’s law, based on rapid, aimed movement. Fitts’s model predicts that the time required to rapidly move to a target area is a function of the distance to the target and the size of the target. This law is used to model the act of … Read more
Psychologist James J. Gibson originally introduced the term “Affordance” in his 1977 article “The Theory of Affordances” and elaborated on it further in his 1979 book The Ecological Approach to Visual Perception. Gibson defined affordances as all “action possibilities” latent in the environment, objectively measurable and independent of the individual’s ability to recognize them, but … Read more
Over the years, I have seen different design principles come into play at design reviews. One of the most frequent and important design principles has been gestalt perception. Around the beginning of the 20th century, Gestalt theorists were intrigued by the way our mind perceives the whole out of incomplete elements. Gestaltists believed that context … Read more
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 … Read more
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 … Read more
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 … Read more
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 … Read more
In an interview for June 2000 interation magazine, Dr. Donald Norman stated: “I don’t like the term ‘usability,’ and I don’t want to be called an ‘HCI expert.’ I believe that what’s really important to the people who use our products is much more than whether I can use something, whether I can actually click … Read more
“This is the best business book in years! Bean and Van Tyne do a brilliant job of analyzing what winners do to create a world-class customer experience. They spell out the winning steps so you can implement them in your business. If you want to increase sales and customer satisfaction and, at the same time, … Read more
If you are designing experiences for services then you will need service designers. If it is a space or counter experience then it may include training, architecture, interior design, display design, wayfinding and more. If you are designing experience for a product and that product is a device then you may include industrial designers and … Read more