User Experience

by Mohd Sohel

(English) Customer portals—employed across almost every industry and the internet—can integrate customer experience (CX) into a UX design to drive customer satisfaction and success. UX and CX are fields of their own, but each will complement the other to improve portal designs. The critical element in creating an effective customer portal with efficient UX is to ensure the portal accomplishes what customers expect without compromising the features that connect a company’s engine for up-selling and cross-selling or that give the user a unique experience. There are five features that should be included to enhance customer experience in any customer portal. [続きを読む]

by José Gutiérrez

(English) Get a sense of users' expectation mismatch when using a privacy-first browser versus how the browser needs to work to protect privacy. [続きを読む]

by Liz Blanchard

(English) Even when in-person collaboration is not possible, virtual tools and workshops can align a distributed team around an Experience Vision for a product ecosystem. [続きを読む]

by Bill Schmidt

(English) Corporations desire to hear their customer complaints…or do they? We take a close look at ways companies use technology to raise the drawbridge on customers. Technology barriers exist for many reasons; some are good and some are bad. Automated customer service systems can speed up the support process for customers while cutting costs for businesses. But when they are designed to slow customers down, they risk becoming a "technology moat": an intentional obstacle to make customers think twice before proceeding. In this article, you will learn the difference between technology moats and dark patterns and how to spot them. [続きを読む]

by Terena Bell

(English) Localizing your site for Asia may mean a radically different design, brand-new elements, or country-specific SEO. [続きを読む]

by Esther Horowitz

(English) Voice-enabled devices are gaining the ability to mimic human-to-human interactions fairly well. This article outlines some general guidelines to consider when designing voice user interfaces. [続きを読む]

by Ayesha Saleem

Research conducted on startups in Detroit, Michigan proves that the success of any startup hinges on the employment of UX to feed the ROI. [続きを読む]

by Kimberly Dunwoody, Susan Teague Rector

狩野モデルは、製品機能に対する顧客満足度の表現を可能にするが、本記事では二人のエンタープライズデザイナーが、同モデルの使用を可能にし、ユーザビリティや調査研究で利用可能なExcelとTableauのテンプレートを紹介する。 [続きを読む]

by LaiYee Ho

IoTテクノロジーが家庭の一人ひとりにどのような影響を与えるかを理解することは、直観的で説得力のあるエクスペリエンスをデザインするための鍵となる。 [続きを読む]

by Kamaria Campbell

(English) A review of Transform by Gerry McGovern. A resource for UX professionals who want to make their organizations more customer-centric. [続きを読む]

by Antony Morris

コンテクストへの新しい手掛かりを常に知りたがり、渇望し続けることは、UXデザイナーがユーザーに共感を抱き、個人のニーズや願望に対応する直観的ソリューションを生み出すのに役立つ。 [続きを読む]

by David Strom, Danielle Cooley

セキュリティ侵害への対処法は、UXに影響を及ぼす。ホーム・デポ、ウェンディーズ、オムニ・ホテルが、セキュリティ侵害にどう対応したかについての3例のケーススタディは、問題発覚後に顧客の信頼を維持し回復する方法を示している。 [続きを読む]

by Laila Pawlak, Kris Østergaard

各自を向上させ、より良い行動、気分、外見を引き出せるように人々を支援することは、顧客の心をつかむ製品を生み出す鍵となる。 [続きを読む]

by Ger Joyce, Mindy Maxwell, Jay Brewer, Saurabh Dutta

業界のリーダーは全体像――つまり、エンドツーエンドの顧客ジャーニーまたは経験――を重視する。ここでは、組織におけるCX開発のレベルを測る方法を紹介する。 [続きを読む]