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User Experience News & Analysis

An Experience Design Primer - Service Design, UX, CX, DevOps

2014-05-November-Volcanoes.jpgA small eruption emerged on Twitter in response to my article that covered the Adaptive Path acquisition. At the root of it was a conversation about the differences and overlaps between user experience (UX) and service design. Patrick Quattlebaum, managing director at Adaptive Path and esteemed former colleague sat down with me to see if we could suss out the overlaps and distinctions between each approach.

Why Can't Enterprises Get User Experience Right?

2014-31-October-Ford-Factory.jpgA leading analyst recently said to me, “If enterprises cared about the user experience, SAP and Oracle might not still be in business.” Not to pick on those vendors -- they produce technologies that drive value in the enterprise -- but it’s no secret that the enterprise has lagged far behind the consumer world in terms of the user experience (UX). It’s bad. In enterprises we’re usually asking workers to accomplish tasks that are significantly more complicated than just booking an airline ticket. Arguably, those tasks drive greater revenue -- or cost savings -- than ticket booking for that travel website.

Each of us can chronicle bad experiences with the technology tools we use every day -- and if you’re in the enterprise, your pain may be even more excruciating than consumers. Not only are the experiences worse for you, but they are often ones that you do repetitively, so that pain piles up into long-term frustration and general dread. (Are you familiar with the term “Sunday blues”?)

Here's What Happens When Employees BYOD

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Security-related headaches around BYOD may make users want to BYOB.

That's what you can conclude from a new survey that shows organizations with bring your own device (BYOD) policies have twice the number of security concerns as other organizations.

“BYOD introduces a variety of potential risks from security and policy perspectives, as well as end-user privacy,” said Eugene Liderman, director of the office of the CTO at Good Technology, the company that sponsored the Mid-Market Mobility Trends Survey.

Adaptive Path's Sale Signals Change for UX

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An era has passed. Many in the user experience (UX) and web development worlds were shocked to hear last week that a small company in San Francisco called Adaptive Path had been acquired by, of all companies, Capital One.

With the announcement, company co-founder Jesse James Garrett -- author of the foundational UX book, "The Elements of User Experience" and now chief creative officer at the company -- assured his community not to worry. While they would be closing the celebrated consulting business that helped kickoff the web 2.0 movement, the cherished events the company produced, including UX Week, UX Intensive and The Service Experience Conference would continue.

Still, you have to wonder. With the acquisition of what is arguably one of the world's foremost UX firms, is UX dead?

Microsoft Puts Pieces Together with Office 365 Home Page

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Google has been making a lot of ground in recent months with the addition of lots of new functionality to Google Apps, now called Google Apps for Work.

And Microsoft hasn’t been slouching either. However, Microsoft upgrades have been a little more subtle — and it’s often hard to track what has been added or even what tools you have at your disposable.

But now we have something concrete: Microsoft just announced that it has upgraded the portal page for Office 365, which is being rolled out to current SharePoint and Exchange customers as of today.

Digital is Diffuse, Physical is Solid

One of the key differences between digital and physical is that digital is more adaptable and networked. Thus, digital changes at a more rapid speed, breaking old connections and creating new ones. 

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.

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