Articles about Customer Experience

(English) Customer Experience: A Major Factor in Customer Portal Success

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. [Leer más]

(English) Tor Browser: Changing How You Access the Internet

Letterboxing allows users to change their window size and still protects them from being tracked.

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

(English) Driving User Centricity: Remotely Building an Experience Vision

Screenshot of a remote video call including 20 Red Hatters, or people in red hats.

(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. [Leer más]

Fosos tecnológicos: el oscuro patrón de las barreras de fricción intencionadas

Photo of a pizza on a plate on a table

(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. [Leer más]

(English) Best Practices for Asian Language Site Localization

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

(English) Human-to-Human Interaction Style in Voice User Interface Design

(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. [Leer más]

Startups and UX: Relating Success to Good UX Practices

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

Uso de Kano en la experiencia de usuario de la atención médica empresarial

El modelo Kano permite la representación de la satisfacción del cliente con las funciones del producto. En este artículo, dos diseñadores empresariales comparten plantillas de Excel y Tableau que se pueden utilizar en la usabilidad o la investigación por encuesta. [Leer más]

Comprender la motivación del usuario: crear experiencias atractivas del Internet de las cosas

Comprender de qué manera la tecnología del Internet de las cosas afecta a todas las personas del hogar es fundamental para diseñar experiencias intuitivas y atractivas. [Leer más]

(English) Leading the Rebels: A UXer’s Guide to Shifting Your Organization to Customer-Centricity (Book Review)

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

¿Sigue preguntando por qué?: curiosidad, deleite y diferencia en Asia

La curiosidad y la necesidad de tener nuevas pistas sobre el contexto ayudan a los diseñadores de la experiencia de usuario a entablar empatía con los usuarios y crear soluciones intuitivas que contemplan necesidades y aspiraciones individuales. [Leer más]

Recuperar la confianza: Qué hacer DESPUÉS de una violación de seguridad

Manejar una violación de seguridad tiene consecuencias en la experiencia de usuario. Tres estudios de casos de cómo respondieron Home Depot, Wendy´s y Omni Hotels ante estos incidentes demuestran cómo mantener y recuperar la confianza del cliente después de una violación de seguridad. [Leer más]

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 [Leer más]

Ser holístico: evaluar la madurez de su organización a través de la experiencia del cliente

Los líderes de la industria se enfocan en el panorama general: la experiencia o travesía completa del cliente. Así es como se mide el nivel de desarrollo de experiencia del cliente en su organización. [Leer más]