Journey Map: A Tool to Approach Customer Experience

The companies that focus on maximizing satisfaction, with regard to the entire customer journey, are more likely to increase customer satisfaction, loyalty and advocacy among their customers than companies that focus on parts of the business in a segmented way. In order to improve customer satisfaction, focus should be on the whole customer experience. Customers value the ability to be in constant and effective contact with a company through multiple avenues at the same time.… Continue Reading »

Storytelling in UX

 

Everyone loves a good story, it’s how we connect and communicate with one another. Storytelling in user experience is no different. The benefits are more than just communicating and connecting with your audience – by approaching UX through the lens of a storyteller, one can significantly strengthen both the presentation as well as their own understanding of research and findings.
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Retailers Utilize Physical Constraints to Influence Shopping

 

The National Retail Federation expects 2017 holiday retail sales[1] to total $678 billion, an increase of about 3.6 percent from last year. According to Deloitte, consumers are expected to spend 42% of their holiday budgets in brick and mortar stores. In order to maximize profits, stores employ usability principles to manipulate customers into purchasing more merchandise.… Continue Reading »

Visual Lies: Usability in Deceptive Data Visualizations

Designers can utilize usability principles to create products that may greatly enhance our everyday lives. From smart phone apps to non-Norman Doors, the application of usability principles has given us wonderful tools, games, and digital interfaces. But what about the dark, deceptive uses of these principles?

In a previous post, I explored ways in which online notices for terms and conditions are often designed in ways to be deceptive to internet users (that post can be found by clicking here).… Continue Reading »

Design Tool Review: Adobe XD

Adobe XD
Adobe Experience Design (XD) is a UX design software, a part of Adobe Creative Cloud. It supports vector design and wireframing, and creating simple interactive click-through prototypes. XD was first released in early 2016. It has since received feedback and feature requests from beta users through its official channel.

This semester I have worked on my independent study project mostly using Adobe XD only.… Continue Reading »

Will machine learning (ML) totally replace UX designers’ works in next several years?

In recent years, artificial intelligence (AI) has been back to people’s eyes, and machine learning (ML) is one of the key technology in AI. However, the ML’s achievement is striking. In 2017, the AlphaGo, a computer program developed by Google Deepmind that practice itself by applying machine learning, beat Ke Jie, the world No.1 ranked Go player.… Continue Reading »

mercedes-benz-silver-lightning

The UX of the Smart Car

Remember the television show of the 80s called Knight Rider? If yes, I’m sure you are picturing the uber-cool black colored Pontiac Firebird with the blinking red lights. The show was a hit, mostly thanks to the futuristic feature-packed beast of a car that assisted its undercover-cop owner in solving crimes. The car could self-drive, follow voice commands, make decisions and so much more.… Continue Reading »

The Design Sprint – Another Discount Method?

Introduction

I first came across the Design Sprint when a colleague sent me an article about how the Phoenix Museum selected the process to reimagine their visitor’s guide. The Museum had just underwent a rebranding, and the staff wanted to find a way engage the visitors in a more informal way. The sprint was run because it brought more voices into the room (diverse staff), produced a working prototype quickly, and provided user feedback, all in one week.… Continue Reading »

Anti-Social Media: Designing for Accountability

 

One of the key issues facing social media today is the prevalence of antisocial behavior. This makes user experience worse, and in many cases, it is the site’s design that unintentionally encourages this behavior.

What exactly do we mean by antisocial behavior? There are three key points that exemplify this issue:

  1. Dissuading users from connecting to people different than them
  2. Shielding users from disparate viewpoints
  3. Failing to prevent toxic in-groups and the spread of harassment

The problem is that most social media platforms currently operate using these strategies:

  1. They suggest friends/connections based on who you know.
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Eye Tracking and The Best UX Practices in The Mobile World

In today’s world, usability testing is critical for designing user-friendly interfaces. These tests take on different forms and methods that help designers identify usability issues. This is critical when analyzing the bridge between design expectations and user behavior. Sensory-based technology, such as eye-tracking, has been revolutionary in gaining deeper insights on how users interact with technology.… Continue Reading »