Customer Experience
Explore how companies are improving their customers' lives through technology.
All articles in Customer Experience
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Create Great Design Principles by Using and Testing Them
December 20, 2016 — Great design principles shouldn't be universal truisms. Instead, they should be deliberately designed and tested to give your product a distinct edge over the competition.
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Nice Touch: ModCloth Reels You Back In
November 18, 2016 — Sending a nicely timed, well-crafted email at the right point in your customer’s journey can not only improve your metrics, it can make your customer’s day.
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Use Diverse Personas and Better Scenarios to Light Dark Alleys
November 6, 2015 — Let’s stray from the happy path, light up the dark alleys, and design a better experience even for those times when things go wrong.
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Design a Better Product with Product Principles
November 4, 2015 — A solid set of product principles can cement a vision to unite your team and define a universally inviting experience.
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Conversational Design: How to Craft a System that Listens
November 1, 2015 — How do you distill a complex series of context-dependent questions and make it seem easy? Have a conversation with your users!
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Wearing the Future: How Disney’s Magic Band Sets the Bar for Wearables
April 27, 2015 — I’ve worn the future, and it felt like magic. Within the closed ecosystem of their parks, Disney has created a vision of the future that’s positively seamless.
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Nice Touch: Smart Defaults in Kickstarter Payments
February 19, 2015 — Every second we can save someone trying to get through a form can improve the process for both sides. Kickstarter used smart defaults and data inference to save me a few steps when backing a project.
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Notes: Better Product Definition Through Lean UX and Design Thinking
January 17, 2015 — By combining the principles and practices of design thinking and Lean UX, we can mitigate much of the risk inherent in building new products by framing our ideas as experiments and validating them as cross-functional teams.
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iOS 8: Better Isn’t Always Obvious
September 20, 2014 — There's more to building great features and products than adding new visual enhancements. Sometimes the best improvements are an investment in the future.
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Nice Touch: Multiple Routes to Editing Slack Messages
September 9, 2014 — Everybody makes mistakes sometimes. Slack makes it super easy to edit typos in your messages through a number of different routes, depending on the way you work or think.
