Articles about Customer Experience

技术护城河:蓄意摩擦壁垒的暗黑模式

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. [阅读详情]

(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. [阅读详情]

(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. [阅读详情]

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. [阅读详情]

在企业医疗保健用户体验中使用卡诺

卡诺模型可以表示客户对产品功能的满意度。在这篇文章中,两位企业设计人员分享了可用于可用性或调查研究的 Excel 和 Tableau 模板。 [阅读详情]

了解用户动机:创造引人入胜的物联网体验

了解物联网技术如何影响每位家庭成员,是设计出直观且引入入胜的体验的关键。 [阅读详情]

(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. [阅读详情]

不停地追问“为什么?”:亚洲对差异的好奇和兴奋

保持好奇心并渴望获得有关背景的新线索,有助于用户体验设计师与用户产生共鸣和创建直观的解决方案,以满足个人的需求和愿望。 [阅读详情]

重获信任:发生安全性违规事件以后,该如何做

处理安全性违规事件的方式可对用户体验产生影响。下面给出了家得宝、温迪快餐连锁和欧姆尼酒店集团对此类事件如何响应的三个案例研究,展示了发生安全性违规事件后应该如何维护并重获客户信任。 [阅读详情]

追求更完美的自我:全面提升表现、感受、形象和状态的产品

如果要打造能够得到客户真心认可的产品,帮助人们提升状态、表现、感受和形象将至关重要。 [阅读详情]

着眼大局:通过客户体验评估组织成熟度

行业领导者通常关注大局:端到端客户历程或体验。这篇文章讲述如何衡量贵组织的客户体验开发水平。 [阅读详情]