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...
Prevent users from selecting illogical dates. Obviously, what’s reasonable will depend from case to case: for example, dates older than 130 years will be unlikely for birthdates, but quite acceptable for document dates. Users should be prevented from entering a return date that takes place before
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
Irreversible errors often result in the loss of information, which can be especially damaging for complex and time-intensive tasks. For example, failing to add an item to a cart might be an unfortunate error for an ecommerce business, but not irreversible to its users should they not notice a
What B2B Companies Need to Implement Blockchain Solutions
Healthcare organizations are already seeing benefits of enabling a large set of stakeholders to have permissioned access to data on the blockchain. The status quo in medical records is an unwieldy and redundant system where patient data is shared manually among providers, physicians, nurses
Zest labs brings IoT and blockchain to the fresh food supply chain
Zest Fresh software calculates a ZIPR code for each tracked pallet, using patented methodology and sensors, ensuring inventory and shipping decisions are based on actual freshness. Growers, retailers, and restaurateurs can benefit from intelligent routing, meaning that produce with a closer
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
Centered Logos Hurt Website Navigation
It appears that other factors (such as the contrast, padding, and legibility of the brand name) affect brand recall more than the position in the center of the page versus the top left corner. For example, the Nolitan hotel websites had a background image behind the logo, which may have
when and how to create customer journey maps
Marking Required Fields in Forms
You may think: if users read the instruction of the top, how could they forget it — it’s such a simple thing? Well, they do forget — especially if the form is long or if they get interrupted while filling it out (a situation that is common on mobile). And even if people don’t forget the
User Experience vs. Customer Experience: What’s the difference?
For example, the claims process may function flawlessly and meet user needs when tested in the lab, but if the information provided in the confirmation email contradicts or confuses the messaging from the claim workflow, the journey breaks down. And if the entire claims process changes dramatically
The User Experience of Customer-Service Chat: 20 Guidelines
Chat is a popular means for contacting customer service. To be effective, it needs to be easy to find and supply prompt, clear, and detailed responses. Companies should be upfront about using bots to help users calibrate their language and their expectations. They should also avoid empty or
Remote UX Work: The NN/g Case Study
UX design often requires collaboration to generate ideas. In-person ideation workshops are much easier than the remote equivalent. When ideation participants are in the same room together, they have a shared context — it’s easy to see what they’re sketching on a sheet of paper and what
Infinite Scrolling is Not for Every Website
The success of infinite scrolling on social media sites such as Twitter have made this technique popular, but that doesn’t mean you should do it too. Continuous scrolling is advantageous for content that streams constantly and has a relatively flat structure, where each unit of content belongs at
Genesis Framework and StudioPress Themes Now Available for WP Engine Customers .
WordPress is capable of powering strong eCommerce sites. You can run your entire business with the help of the Outfitter Pro Theme. This theme puts the focus directly on your products. With a brief description of your company at the top, the rest of the page is dedicated to showcasing what you’re
when and how to create customer journey maps
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
WP Engine All Hands Spring 2019: EMEA
Last week, WP Engine employees from our Limerick and London offices came together for the bi-annual All Hands event in Limerick. All Hands is a 2-day event where employees come to engage with, collaborate, and strategize with employees from other offices. This year’s theme was “Boldly
Which UX Deliverables Are Most Commonly Created and Shared?
Unsurprisingly, the classic types of UX deliverables were the most popular, with wireframes, prototypes, flowcharts, site maps, and usability/analytics reports being the five most frequently produced. Interestingly, style guides and pattern libraries (a relatively new type of UX deliverable that
Good UX: What I Learned While Working in Restaurants
Don't be quick to assume anything based on customer appearance or demographics, because assumptions offend, and people tend not to be WYSIWYG. Hungry people are often irritable, but when satisfied, they can transform into your happiest customers. People who are used to bad service may arrive with
Design Thinking Builds Strong Teams
Traditionally, organizational hierarchy plays a role in whose ideas and opinions are heard. Too often, companies use the “hippo design methodology” (make decisions based on the highest-paid person’s opinion) and the loudest voice or the highest rank wins. In the design-thinking process, team
In Mark Zuckerberg We Trust? The State and Future of Facebook, User Data, Cambridge Analytica, Fake News, Elections, Russia and You
People and their relationships with one another are being radicalized and weaponized right under their noses. No one is teaching people how this even happens. More so, we are still not exposing the secrets of social design that makes these apps and servicesaddictive. In the face of social disorder
Businesses Broke Ground on Blockchain. What Can Civic Groups Learn?
Nonprofit civic advocates aren’t short on ideas, either. One of the boldest is from Democracy.Earth, which wants to create a blockchain-based social network where users can spend “vote tokens” to indicate their preference on any number of private and public issues. A homeowner’s association
The Place of Secure Browser Extensions in 2019’s Enhanced Cyber Threats
For example, security researchers in 2018 uncovered four malicious extensions in the Google Chrome Web Store. It was not a case of isolation as there were reports that in late July and early August of 2017, unknown attackers compromised the accounts of at least two Chrome extension developers. The
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
when and how to create customer journey maps
ShiftLeft Raises $20 Million to Ensure Security Keeps Pace with Accelerating Software
Founded in 2016, ShiftLeft has created a great deal of buzz in the market with its unique ability to identify and prioritize code vulnerabilities, root out false-positives and enable developers and application security teams with the level of analytics needed to secure the enterprise. Just
Purpose, Balance and Interface Are Keys to Successful Teams
That’s why our team developed Spoka Meet. We’re delivering a scalable solution aimed at meeting the changing needs of fast-paced small businesses, startups and elite teams to help them drive change and results. Our hope is to help them interface better and more efficiently, both internally and
When and How to Create Customer Journey Maps | Homepage Design Changes
Homepage Design Changes
Although both versions have 7 tabs, the newer design's tabs reached all the way across the page and the color scheme indicating the selected tab was changed. More important, the actual navigation categories were also changed. The 2002 IA categories were Front Page, Enterprise, E-Business
Give Thanks for Good UX
Thanksgiving is fast approaching in the US. So, in the holiday spirit, we’d like to take a moment to express appreciation for some of the designs that bring us joy. I know that sometimes we, UX professionals, can get a reputation as curmudgeons: always criticizing and pointing out flaws. However
The Same Link Twice on the Same Page: Do Duplicates Help or Hurt?
MassGeneral.org: Options to make an appointment are listed in multiple ways. To make it worse, they can be seen together within the same view. The redundancy makes users wonder if the links support different actions (e.g., make an appointment online versus calling to make an appointment). It is
