Articles about Customer Experience

Using Kano across Enterprise Healthcare UX

The Kano model enables representation of customer satisfaction with product features. In this article, two enterprise designers share an Excel and a Tableau template that can be used in usability or survey research. [Read More]

Understanding User Motivation: Creating Compelling IoT Experiences

Understanding how IoT technologies impact everyone in the household is key to designing intuitive, compelling experiences. [Read More]

Leading the Rebels: A UXer’s Guide to Shifting Your Organization to Customer-Centricity

A review of Transform by Gerry McGovern. A resource for UX professionals who want to make their organizations more customer-centric. [Read More]

Keep Asking “Why?” Curiosity, Delighting in Difference in Asia

Staying curious and hungry for new clues to context helps UX designers to build empathy with users and create intuitive solutions that address individual needs and aspirations. [Read More]

Regaining Trust: What to Do AFTER a Security Breach

Handling a security breach has UX implications. Three case studies of how Home Depot, Wendy’s, and Omni Hotels responded to such incidents show how to maintain and regain customer trust after a breach. [Read More]

The Quest for the Better Me: Helping You Be, Do, Feel, and Look Better

Help people be, do, feel, and look better to create products that are designed to win both the hearts and minds of their customers [Read More]

Go Holistic: Assess the Maturity of Your Organization Via the Customer Experience

Industry leaders focus on the big picture: the end-to-end customer journey or experience. Here’s how to gauge the level of CX development in your organization. [Read More]