In its most basic form, journey mapping starts by compiling a series of user goals and actions into a timeline skeleton. Next, the skeleton is fleshed out with user thoughts and emotions in in order to create a narrative. Finally, that narrative is condensed into a visualization used to communicate insights that will inform design processes.
Journey mapping combines two powerful instruments: storytelling and visualization.
Storytelling and visualization are essential facets of journey mapping because they are effective mechanisms for conveying information in a way that is memorable, concise and that creates a shared vision. Fragmented understanding is chronic in organizations where KPIs are...
Toggles help users update preferences, settings, and other types of information. When using toggles, provide direct labels, use standard visual design, and deliver immediate results. Keep in mind that toggle switches should only be used when the user needs to decide between two opposing states. As
We get countless questions about small details in UI design that don't matter much to the overall user experience. One classic is the order of buttons in dialog boxes: OK / Cancel Cancel / OK Both are reasonable choices, and people can argue for hours about their preferences: Listing OK
When I tested some of the first Macintosh applications in the mid-1980s, users were often stumped by the empty screen that appeared when they launched, say, MacWrite. What do I do here , indeed. The first step was supposed to be to create a new document, but that command was not shown anywhere in
Blockchain Scalability: Even If Most Transactions Are in Layer II We Still Need a Layer I
The most pressing obstacle to blockchain’s march to mass-adoption is its scalability, or current lack thereof. For blockchain to be genuinely useful, it has to cater to the population at scale and provide a fast, functional alternative to traditional transfers. So, when you consider that Bitcoin
A 60-Second Trailer of the 60-Day Report on Cybersecurity
She explained that the original design of the Internet was driven more by considerations of interoperability rather than security, and as a result we are now faced with almost insurmountable issues. Some examples include online criminals who steal our information, mass bandits who have the ability
AI and Blockchain Tech Are The Future of Successful Trading
As the amount of data on these digital currencies continues to pile up, crypto-traders are finding it hard to find investment insights manually. This has prompted the emergence of AI and Machine Learning driven solutions. The application of computer algorithms driven by AI and Machine Learning to
Why Personas Fail
To avoid this pitfall, you must include the persona end users in the process of creating personas. Invite stakeholders to sit in on a research session. Send out a daily recap of the activities undertaken to create the personas. Help people see how your research uncovers the customer segments early
convincing when and how to create customer journey maps to
Beyond Usability: 3 User Experiences Reshaping Their Industries
Why are we willing to sleep in strangers’ beds, or conversely, let strangers into our homes? We do so because Airbnb has established a trusted, secure, and easy to use customer experience. Similar to Rent the Runway, Airbnb is a player in the growing “sharing” economy. The peer-to-peer online
Beyond Usability: 3 User Experiences Reshaping Their Industries
It used to be that you would buy two or three nice outfits to have in your wardrobe and would rotate them for special events. But in today’s era, with social media like Instagram, Facebook, and Snapchat, all your friends will see what you wear, whether they go to the same event or not. And even
The Mobile Checkout Experience
While the details we display in the order summary, (including subtotal, taxes, fees, discounts, and shipping charges) are important for any checkout flow, we must pay extra attention to the placement of the order summary for mobile checkout. Due to limited screen space, these extra fees may appear
Mobile Tables: Comparisons and Other Data Tables
The National Rugby League’s player statistics were numeric and allowed 11 columns to be displayed on the screen without horizontal scrolling. Note that this was accomplished by using only the logo of the opposing team in the first column and the abbreviation for the statistics in the column
Touch Targets on Touchscreens
Maps on touchscreens often cause touch-target errors. When many locations are presented in a map view, the markers for each location are so small and densely packed that it becomes nearly impossible to precisely select a particular pinpoint. In testing, we often see users immediately make a
Preventing User Errors: Avoiding Conscious Mistakes
Besides using conventions that users are able to recognize from previous experiences, another method of making controls understandable (and thus helping users bridge the Gulf of Execution) is having the design communicate how it can be used. For example, users are accustomed to clickable buttons
current when and how to create customer journey maps track
Some designers might argue that this technique will delight users by catching their attention with something unique and unexpected. That delight (if it ever existed in the first place) will no doubt turn to frustration quickly if this pattern becomes widely used across the web. Page parking and
Ideation in Practice: How Effective UX Teams Generate Ideas
While many UX professionals conduct ideation sessions, less than half employ structured ideation techniques (any of the techniques listed other than unstructured discussion) to aid the idea generation process. This lack of structure could be part of the reason why only 15% of respondents rated
WP Engine All Hands Spring 2019: US
Last week, WP Engine employees from all over the U.S. came together at our Austin headquarters for the first biannual All-Hands event of 2019. All Hands is a two-day event in which employees from other offices and teams around the country get the chance to collaborate and strategize with one
Customer Updates to WordPress 5.0
The process of disabling the 5.0 editor should not be a hassle. In the coming days, we will be rolling out an admin notice that will display on the Dashboard page* of your site(s). This notice will have information about adopting the new editor and will provide buttons to install/activate the
WP Engine CEO Heather Brunner Named as 2019 Great Place to Work For All Leadership Award Honoree
The award itself was inspired by recent research conducted by Great Place to Work, which surveyed about 500,000 U.S. employees at nearly 800 public and privately-owned companies—mostly based in the U.S. Employees were asked how often they were included in larger, strategic decisions, whether they
4 Reasons Behind Slow Adoption of IoT
Well, remember earlier when we mentioned that all the IoT devices are going to be interconnected? It is obviously way harder to connect these devices with one another, if they work on different standards. That’s why it is important to establish once and for all some standards for development of
A 60-Second Trailer of the 60-Day Report on Cybersecurity
Finally, Hathaway sees this as a unique opportunity for the United States to work with countries around the world, and with organizations on an extremely local level. “We cannot succeed if our government works in isolation,” she added. It requires “leading from the top” from
How to Better Defend Against Cyber Threats
Start by collecting information on your operations, documenting carefully how you process data and any vulnerabilities. Such a record is a requirement of the GDPR, so it’s both a smart idea and a necessary step. And separate your compliance and security teams. Sure, both teams are working toward
JS-Kit Score: Turn Your Site into a Localized Digg
Widget provider JS-Kit has released their latest widget this morning, Score. Score adds a thumbs up/thumbs down-style ratings widget to any page content, and then aggregates the data across the entire web site into an info box that can highlight a site’s top content. It can also integrate
and when and how to create customer journey maps narrative
Passport Raises $3m to Build the Modern Shipping Carrier
The real difference maker for brands is how Passport handles customer support. There’s a large secret cost to shipping, says Schwartz, and it’s customer service. WISMO, or “Where is my order?!?” is such a common question that brands have templated answers. “A brand shouldn’t have to
3 Reasons Why Your Success Depends on More Than a Great Product
One way to give team members more autonomy is to allow them some latitude in where and when they work. Cloud-based calendar management apps can help remote employees schedule meetings and coordinate tasks with on-site employees and clients. Meanwhile, messaging platforms like Slack, Kik, and
When and How to Create Customer Journey Maps | Ensure High Contrast for Text Over Images
Ensure High Contrast for Text Over Images
A well-chosen visual adds interest and can set the tone of a website, in addition to (hopefully) conveying some meaning. Eyetracking research has shown that people are attracted to information-carrying photos, when the images are related to the user’s current task. (If instead the images appear
Mastery, Mystery, and Misery: The Ideologies of Web Design
Like much Web advertising, embedded ad links rely on interruption marketing, intruding as much as possible on users and preventing them from doing what they want to do. As such, many of these ads have been failures. The most successful Web ads empower — rather than annoy — users. Examples
Usability Testing of Advanced Homepage Concepts (by Jakob Nielsen)
Users generally liked having news stories on the home page as opposed to reserving the page strictly for navigation. Some users expressed a preference for limiting the news coverage to a small number of stories in order to avoid scrolling. Several users related recent experiences where they had had
