20. Dezember 2014

Designing a UI to Generate Real Business Value (Pavel Kostychev)

In the IT world, today’s organizations are looking to evolve their company’s IT department from a cost center to an employee-centric strategic partner capable of generating ROI. That’s a mouthful. Where do we designers come into play? One way we can help organizations accomplish this goal is by giving their IT help desk an easy-to-use IT service management solution (ITSM). (uxmag.com)

Becoming a More Thoughtful User Experience Designer (Jake Lee Haugen)

A simple experience that opened my eyes to new possibilities took the form of a 170px smiley face. After a stressful day, I attempted to clear my inbox as a last-ditch effort to ease my mind. I had just downloaded the Gmail app and decided to use it instead of the standard Apple Mail app I had been using for years. I sifted through my emails and when the last one was archived, a little smiley face sun appeared with the text, “You’re all done! Please enjoy your day.” It was so unexpected, I couldn’t help but smile. (medium.com)

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The Point Of Creativity In Business (Mitch Joel)

For some reason, the statement above is seen (by many) as some kind of defamation of creativity. A bastardization of the what art is. The proverbial selling of the soul. That's stupid. And, it's wrong. Let's set the table first: creativity for the sake of being creative is fine. It's a right. Anyone can do oil painting in their garage, or pluck away at their guitar in their basement for the pure love of the activity. The arts are marvellous at curing what ails you. On the other hand, great creativity does inspire on other levels. Great creativity makes human beings curious, it makes them yearn to hear more, and it makes them take action. Creativity isn't just something for the pre-Internet era, either. It's profoundly linked to what makes one business more successful than another. Creativity drives our economy like never before. (twistimage.com)

16. Dezember 2014

UX Leadership, Part 1: The Nature of Great Leaders (Jim Nieters, Pabini Gabriel-Petit)

This column is the second in our series that highlights our insights on what it would take for companies to go from producing dreary, overly complex user experiences to producing truly great user experiences that differentiate their products from those of competitors in their marketplace. In our first column, we stated that producing great, highly differentiated user experiences should be the goal of every UX leader. But in many companies, UX leaders face challenges that force them to approach leading User Experience in a less than optimal way. If, as a UX leader, you find yourself stuck in a situation where you and your team cannot do great work—that is, you are unable to produce user experiences that solve people’s problems, inspire, and delight—you’re working for the wrong organization and should find a better job. In that column, we also discussed how to position User Experience for optimal impact. (uxmatters.com)

Implementing Customer Experience as an Organizational Value (Pete Kinser)

Bringing customer-centered thinking into an organization is about more than just proclaiming that you’re focused on customer experience. It’s about changing your process, sure, but it goes even deeper: It’s about changing attitudes. It’s about making your customers a central organizational value that guides behaviors and decision making. Valuing customer experience is no longer a secret to success. A focus on CX is quickly becoming the way to do business. A common problem I hear from CX (and UX) practitioners is that they’re being asked to “do CX” within an organization that isn’t changing their processes or thinking. Many companies are maintaining the same processes and strategic approaches while trying to “staple on” this CX thing. (uxmag.com)

How To Measure Customer Loyalty (Jeff Sauro)

Customer loyalty is often a better predictor of future company growth than customer satisfaction alone. While customer satisfaction is an important measure of customers' expectation, customers can be satisfied but not loyal. To measure customer loyalty, you need to use a mix of behavioral and attitudinal metrics. Here's a synopsis of this mix of metrics as described in the chapter on measuring loyalty in my upcoming book, Customer Analytics for Dummies. (measuringu.com)

Don’t blame the designer (Justin Jackson)

“When is the design for the new site going to be done?” As managers, it’s easy for us to blame our design team for missing deadlines. But are your designers really slowing down the project? What’s really slowing down your team If it’s not your designers, why didn’t your project launch on time? Not giving enough time for exploration Design isn’t a simple A → B process. It looks more like this... (medium.com)

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