Scenarios and task flows have historically been used to help elucidate the user’s experience in specific use cases, but what if a project entails a redesign of a process that takes place over several days or across touchpoints? A journey map can help with that. By Katrina Benco Journey maps [...]
How do you translate knowledge gained from research into an experience design that exceeds user expectations? Six steps can help smooth the path between research and design. By Katrina Benco Journey-driven transformation is a powerful, end-to-end approach for creating exceptional customer experiences that drive revenue, profitability, and sustainable competitive advantage. [...]
Design Thinking is a new label for the User Experience process we’ve been employing for years as it is a human-centered approach to designing products and experiences. By Katrina Benco What is Design Thinking? Design Thinking is a people-centered model that encourages creativity and innovation to create a product or [...]
In today’s business climate, there is increased attention and urgency focused on creating and improving digital experiences. However, the absence of standards to organize these efforts can result in under-leveraged insights, unsupported teams, and inconsistent and complex experiences. This is particularly true for the Agile UX practice, which involves fast and effective direct interaction and [...]
Personas are a popular digital design asset, but creating personas that aren't effective can lead to customer and user experiences that are disconnected, broken, or incomplete. In this blog, I’ll discuss the warning signs for creating personas incorrectly, and give you tips to ensure your personas are realistic, useful, and don’t get stuck on [...]
As businesses grapple with how to deliver a spectacular customer experience, customer journey maps have become must-have items. Journey maps are a way to instantly arm your business with data and insight on how customers interact with your brand. These maps visualize what it's like to be your customer—quickly and efficiently. [...]
