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...
MailChimp: Confirmation dialog to delete a mailing list follows several of our confirmation-dialog guidelines: (1) specificity through the name of the list and (probably more important) the number of subscribers; (2) extra protection against automated behavior by forcing the user to explicitly type
An arrow is used to indicate the specific UI component where the user takes action (such as a tap on a button, click on a link, and so forth), and points to another wireframe image of what happens as a result of the interaction. The second "node" of that interaction need not be a separate page or
When it comes to modal dialog boxes, our winners have very distinct ideologies. At one extreme is Seating Management. As a real-time application monitoring a physical environment, Seating Management didn't set out to interrupt hostess work in any way. If a hostess wants to seat 5 guests at a table
4 Mistakes Even the Smartest People Make When Looking for a Career Change
Working for a tech giant and working for a small startup will challenge you in different ways. What kind of growth are you looking to achieve? Getting in on the ground floor of an innovative company can be a unique experience that serves you well in your career. You’ll likely have more
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
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
Browser and GUI Chrome
What do we mean when talking about the "chrome" in a user interface design? An attendee asked this question during a recent course on Visual Design for Mobile and Tablet. Whenever someone asks us a basic question, I assume that many more people want the answer as well — and thus, this article on
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Beyond Usability: 3 User Experiences Reshaping Their Industries
Airbnb makes it easy to satisfy the needs of these travelers by connecting them with owners who want to make an extra dollar by renting out their property. Before Airbnb, sites such as Home Away and property-management agencies used to connect owners with interested renters, but these were focused
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
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
10 Heuristics for User Interface Design: Article by Jakob Nielsen
Visibility of system status The system should always keep users informed about what is going on, through appropriate feedback within reasonable time. (Read full article on visibility of system status.) Match between system and the real world The system should speak the users' language, with words
Sympathy vs. Empathy in UX
Supplement your findings and recommendations with video clips showing how users actually perform that task. Not only will your findings be more compelling, but you’ll also be building general empathy towards your audience. Make sure you show a variety of people in your videos (it shouldn’t be
StudioPress Theme Spotlight: Daily Dish Pro
As we continue to showcase a sample of the amazing StudioPress themes now available to WP Engine customers, we’re shifting our focus to food with this new StudioPress Theme: Daily Dish Pro, which is designed to make your content just as appetizing as the best meal at your favorite four-star
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WP Engine Raises $30K for Central Texas Food Bank
WP Engine employees are rarely hungry. Our office kitchens are fully stocked with cereal and snacks, and lunch is catered Monday through Thursday, every week, for the entire team. Unlike the 46,000 people who rely on Central Texas Food Bank for food assistance every week, our employees don’t have
StudioPress Theme Spotlight: Daily Dish Pro
As we continue to showcase a sample of the amazing StudioPress themes now available to WP Engine customers, we’re shifting our focus to food with this new StudioPress Theme: Daily Dish Pro, which is designed to make your content just as appetizing as the best meal at your favorite four-star
The Most Hated Online Advertising Techniques
The ads that generated most positive comments were those which did not look like ads or were related to the user’s primary task. Participants spoke favorably about advertisements which “blended in” with content, like social media and prevideo ads (with skip). Sponsored social media ads tend
Design Guidelines for Input Steppers
A text-field stepper is a UI component that enables quick entry of a number using a text field along with stepper buttons on the sides for adjustment. Users can choose to either directly enter the precise value or use the stepper to adjust the default value, if it’s close to the desired value and
How Channels, Devices, and Touchpoints Impact the Customer Journey
To create an effective omnichannel UX strategy, companies must first understand the foundational concepts of omnichannel UX. With this knowledge, organizations will be well equipped to understand their own customer-engagement ecosystem and how people use channels and devices to complete tasks
CRM and GDPR Compliance in 2019 for Startups
You will analyze the behavior of your clients and how they are likely to react to your request. Is your client or customers more likely to approve or decline your proposal to collect and process their personal information? You can quickly change your offer if you see a large number of unsubscribed
The Open Data Initiative’s Benefits Go Far Beyond Improved Customer Intelligence
One of the biggest headaches of siloed data became immeasurably bigger this past May, when the European Union’s General Data Protection Regulation (GDPR) went into effect. In order for compliance professionals to know exactly what data they have on which customers, they must be able to search
How tweaks to IoT’s supply chain can close security gaps
When it comes to the Internet of Things, traditional cybersecurity approaches are difficult to integrate and can’t keep operational devices secure. Many embedded device approaches isolate systems, offering only partial protection, and only against known attack vectors. Could all of our IoT
5 Misconceptions You Should Know About Before Launching Your Tech Startup
Bring together an advisory board that has built successful startups, study the lean startup methodology, secure an experienced product manager, find a lawyer who’s familiar with tech, or consider partnering with a startup accelerator. Most importantly, know exactly what you’re getting into
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RW Q&A: Monisha Perkash, founder of Lumo Bodytech
Perkash came up with the idea for Lumo seeing her co-founder and CTO, Andrew Chang, suffering from debilitating back pain. Perkash is married to a spine and sports physician, so she could understand how important posture really was. Perkash advised Andrew to attend a posture class and as a result
2 Billion Downloads Later, Apple’s App Store is Still Going Strong
It would be nice if Apple gave us a better breakdown of the kinds of apps it actually delivers (free vs. paid, games vs. utilities, etc.). This kind of transparency is obviously not in Apple’s DNA, so we depend on data from third-party services like AdMob for this information. According to
When and How to Create Customer Journey Maps | Scrolling and Attention (Jakob Nielsen's Original Research Study)
Scrolling and Attention (Jakob Nielsen's Original Research Study)
This reluctance to scroll made sense at the time, because people were used to having computers show all their choices. Dialog boxes, CD-ROM multimedia shows, and HyperCard stacks all worked that way, and didn't require scrolling. (Although users sometimes encountered scrolling text fields, they
Evolution of a Home Page Design: Article by Jakob Nielsen
Actually, of course, the page is not perfect. User tests in several different countries have all shown the same problem: people have difficulties interacting with hyperlinks on imagemaps because there is no indication about what is clickable and because they don't get "breadcrumbs" on
Scaling User Interfaces: An Information-Processing Approach
Mobile sites bet on knowing what’s important to the mobile user and trim the content and functionality to fit the narrow mobile channel. The challenge is: how well can designers guess what the user needs will be on mobile? Is it better to have information out there, even if buried in a long page
