5. März 2015

Why Your Email Marketing Should be Based on the Customer Journey (Kath Pay)

What is email marketing? Is it simply sending emails (either batched or triggered), or does email marketing involve something much more than that? A few years ago, I coined the term “Holistic Email Marketing,” which I feel describes a more comprehensive approach for email marketers to take. I came up with this term in response to the typical situation in which an email marketer is focused on a company’s email marketing program that consists of only designing, writing, optimizing, and sending emails. (kissmetrics.com)

How Often Should You Post on Social Media? Benchmarks for 9 Different Industries (Maggie Hibma)

How often should you post to your social media accounts? For many marketers, this question is tough. Here’s why: Social media is a very flexible and fluid part of your marketing strategy. It’s not easy to draw the line between how much you could be posting and how much you should be posting. (hubspot.com)

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4. März 2015

Mystical guidelines for creating great user experiences (Tal Bloom)

The Jewish Torah teaches that the Creator created our world through ten utterances–for example, “let there be light.” The Jewish mystical tradition explains that these utterances correspond with ten stages in the process of creation. Every creative process in the world ultimately follows this progression, because it is really a part of the continual unfolding of the world itself, in which we are co-creators. (boxesandarrows.com)

7 Steps to Deliver Better Customer Experiences (Denise Lee Yohn)

A surprising thing happened during a recent brainstorming session I led for a retail client. We were supposed to be coming up with ideas for improving the company’s customer experiences, but the head of operations could not think of a single new customer service idea to explore. And the development leader failed to identify any new ideas for store layout or building features. And the merchandising vice president had difficulty understanding why “product” was one of the categories we were discussing. (hbr.org)

LEAN versus Customer Experience Management (Thorleif Astrup Hallund)

The greatest customer focused companies have come a long way since the time of classic LEAN approach to create customer value – luckily for us customers. “The original core idea behind LEAN is to maximize customer value while minimizing waste. Simply put, LEAN means creating more value for customers with fewer resources. A LEAN organization understands customer value and focuses its key processes to continuously increase it. The ultimate goal is to provide perfect value to the customer through a perfect value creation process that has zero waste” – quote LEAN Enterprise Institute. (linkedin.com)

24. Februar 2015

Best Practices for Accordion Interfaces in Web Design (Jake Rocheleau)

The word “accordion” typically conjures a mental image of your favorite polka band. Although polka music can offer a rip-snorting good time, the term is associated with something different in the realm of web design. User interface accordions might refer to menus, widgets, or content areas which expand like the musical instrument. These interfaces have grown a lot more popular in recent years with the expansion of JavaScript and more prominently jQuery. (webdesignledger.com)

The Art of Questioning as a UX Skill (Jason Grant)

When starting any design project, you’re going to need to ask a lot of questions. The perceived problem and the actual problem may not be the same. So how can you get better at asking the right questions? I decided to brush up on my questioning skills by reading A More Beautiful Question by Warren Berger. Berger illustrates how questioning is an inherent skill we’re quite adept at during childhood. He notes that children haven’t developed a “mental model” of the world, so they question everything. But as we go through standardized education, we begin to suppress our curiosity. (uxmovement.com)

Responsive Web Design for eCommerce Web Sites (Janet M. Six)

Imagine that your company has chosen you to be part of a team that is going to design and build or update an ecommerce Web site. The budget and deadline are tight, and the boss wants to know what is the minimum that you can do to create a strong, profit-building machine. What would you tell him? Would you stay focused only on your existing desktop Web site—or if you’re creating a new site, build for the desktop first—and let your mobile customers deal with it as best they can? Would you build a Web site that is somewhat different on and adapts to each type and size of device? Would you insist on developing a mobile app? And how would you plan to maintain the solution? (uxmatters.com)

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23. Februar 2015

Personas Make Users Memorable for Product Team Members (Aurora Bedford)

The field of user experience centers on the idea that we must design products around people, rather than teaching people how to use products: user-centered design (UCD), not technology-centered design. In order to do so, we must understand people—their behaviors, attitudes, needs, and goals. Whether the final product is a website, software application, mobile app, or interactive kiosk, a user-centered design can only be achieved if we know who is going to use it and if that knowledge informs our design. An entire arsenal of user-research methods can be employed to achieve a user-centered design. Personas are yet another tool that can be used to encourage decisions based on a real person’s needs, and not on those of a generic and undefined “user.” (nngroup.com)

Embracing Uncertainty in UX Research (Matt Gallivan)

When you spend your days studying how people use products, your intuition around such things gets pretty well-honed. You start to see patterns and themes. You get to a point where you can point to an observed behavior, ask “What might this mean?” and generate some great high-level and philosophical discussions with your stakeholders. People start to seek you out for answers to their questions about users, even when you haven’t done research that could answer those questions. (medium.com)

How To Weight Data To Make More Balanced Decisions (Jeff Sauro)

Rarely is a customer population made up of a homogenous group of customers who share the same attributes. Consequently, our samples contain a mix of customers who may or may not reflect the composition of the customer population. (measuringu.com)