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User Experience News & Analysis

How Ease-of-Use is Reshaping the IT Industry

The interface is increasingly becoming the product when it comes to IT. Ease-of-use, long a peripheral issue, has now become central. 

The Two Most Overlooked Opportunities in Corporate America

"Why should the business pay for that? How will that impact top line revenue?" Although it may have been a while since you asked or have been asked either of these questions at your place of business, I bet you are familiar with them — and just as familiar with the goat rodeos that arrive when the questions are asked.

TimeTrade's COO Reveals the Top Retail Trends

Ambrosino.jpgGary Ambrosino, the president and chief operating officer of TimeTrade, thinks the key to great customer experience comes down to how and when a company engages with potential clients.  Better engagement equals more customer loyalty, in theory.

The 2 Biggest Time Sucks in Corporate America

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"Please shoot me now! I can't do it anymore! Why does everything have to be so slow and painful? There has got to be a better way!" Does this sound familiar? Although it may have been a while since you heard or muttered any of these phrases at work, I would be surprised if you have not heard some similar sense of frustration at your job.

Let's take a look at the greatest "Time Sucks" in corporate America ...

Raising the Bar for the Enterprise Software User Experience

Raising the Bar for the Enterprise Software User ExperienceIn December, The Wall Street Journal reported that Avon Products, Inc. had spent 4 years and $125 million with SAP on a major software project that was being terminated. Apparently, Avon discovered that “users -- the company’s sales force -- found the new system so burdensome and disruptive to their daily routine that many left Avon.” Avon paid dearly in money and time, as well as employees, for a poor user experience. In this case, that cost has been quantified.

Give Thanks (Or a Bonus?) to Your Community Manager Today #CMAD

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Show your community manager a little love today. After all, it takes a lot of dedication, good judgment, empathy, communication skills, organizational abilities and flexibility to effectively connect people with people — and besides, it's Community Manager Appreciation Day.

Just don't say, "Thanks for tweeting and posting to Facebook all day." The job goes way beyond posting updates, engaging with fans and handling customer service issues.

"A community manager is the person within an organization why knows how to get people to do stuff without telling them what to do," explained Rachel Happe, a principal and co-founder of The Community Roundtable. Think about that for even a moment, and you'll likely agree that a job as a community manager is complex indeed.

How Awesomeness Dies

awesome wave.jpgI once collaborated with a business leader on a team, and she really liked an idea I had. After a conversation about the idea, she asked how we could make it real "without killing the awesomeness." In that moment, with that question, I immediately knew how awesomeness dies.

6 Ways to Spot a UX Poseur

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I don't like writing "top tip list” articles even though they get lots of readers. I don't like writing SharePoint articles, even though they get even more readers. I don't like “UX litmus tests” (UX is for user experience). I don't like any of these things.

But what I like even less are the hordes of UX poseurs who glom on to the movement and sell themselves as UX experts when they are little more than shops with a dude semi-proficient with Adobe Photoshop.

Forrester: Project Design Lessons from Ally Bank, PwC Australia

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Can the successful development of a B2C mobile app and a B2B intranet provide best practices for interactive projects? A report from industry research firm Forrester claims they can.

The two projects described in “Design Lessons from Forrester’s 2013 Outside In Award Winners” took the top prizes in the customer experience design category at the company’s first annual Outside In Awards.

  • Ally Bank used a rapid iterative process over nine-weeks to design and test a mobile app.
  • PwC Australia, a B2B professional services company offering assurance, tax and advisory services, redesigned and rebuilt its employee intranet.

A CXM Retrospective: How the Customer Experience Has Evolved

Tis' the season for retrospectives. This year, I'm taking it to a whole new level. 

The App Marketplace has a Target on Its Back

Everyone claims the jury is in — and the app marketplace has won. But the browser and those who support it are fighting back with a vengeance. I saw a bunch of fun and interesting stuff at last month's Velocity conference in New York City. One semi-veiled theme kept coming up: The app marketplace has a target on its back.

Put Yourself in the Customer's Shoes for Great UX Design

Great Customer Experiences through DesignToo many companies approach design from their own point of view and too few really look at how customers actually use products, according to a report on user experience (UX) design. While the report looked specifically at the financial industry, the findings should resonate for any organization interested in helping customers through great design.

Top Task Analysis: Evidence Over Opinion

Sometimes the thing you think absolutely won’t work does work. You need to be able to accept evidence that goes against your opinion. 

Why Most People Know X But Do Y and What You Can Do About It

stephen fishman, ux, user experienceIf pain shared is pain divided, then the UX community should be happy that they are not alone in their Don Quixote quest to get people to join their crusade for the good of enterprises, employees and users.

Grow Up! Evaluating the Maturity of Your User Experience Strategy

Successful product designers and developers know that good user experience (UX) is the key to success in both traditional and digital domains.

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