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How We Listened to Our Users and Made a Better Product

  • Behavioral Science, Business Value and ROI, Content Strategy, Contextual User Studies, Customer Experience, Direct Observation Research, Empathy, Enterprise Products, Interaction Design
Three Tried and Tested Ways to Understand What Users Want
Article by Antonio Rotolo
IDEAS IN BRIEF
How We Listened to Our Users and Made a Better Product

Users may know their needs and problems but it can be difficult to articulate them. In this article, the author provides a brief exploration of some approaches that might be helpful.

  1. Analysing users’ behaviour and their interaction with the product.
  2. Talking to users
  3. Collecting feedback and conducting A/B testing to iterate from ideas.

Read the full article to learn how the founders at Ludwig used this approach on their product.

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5 min read

The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards

  • Artificial Intelligence, Business Value and ROI, Content Strategy, Conversational Design, Customer Experience, Design, Design Tools and Software, Emotion, Interaction Design

An expert’s view on the massive strategic opportunities and potential challenges of leveraging conversational AI solutions

Article by Jordan Ratner
IDEAS IN BRIEF
The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards
  • By transforming the way humans interact with technologies and making them more accessible to the public, conversational AI is raising the bar for customer experience.
  • One of the most tangible impacts of conversational AI has been on customer support and sales conversion. Thanks to the automation of conversations, the load on human staff is reduced, which leads to greater customer and employee experience.
  • As technological development advances, more opportunities to make good use of conversational AI will emerge. Nevertheless, it’s also necessary to not underestimate potential challenges related to legacy systems, data availability, shortage of conversational AI specialists.
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13 min read

What is at the top of the UX pyramid?

  • Business UX Leaders, Content Strategy, Design Theory, Internal Company Dynamics

If you do a Google search on “UX pyramid”, you get lots and lots of UX pyramids – but they don’t all look the same

Article by Dennis Hambeukers
IDEAS IN BRIEF
What is at the top of the UX pyramid?

Idea in Brief If you do a Google search on “UX pyramid”, you get lots and lots of UX pyramids. If you take a closer look, you’ll see that most people agree about the bottom of the pyramid, but the top differs. What belongs at the top? At the top of Maslow’s hierarchy of needs, we find self-actualization: the desire to become the most that one can be. What is the most UX design can be?

  • UX aligned to strategy – Focussing on the things that are bigger than the application is strategy.
  • UX shaping strategy – Most strategists get strategy, but getting digital is a different game and UX designers with a feeling for strategy can help shape engaging strategies.
  • Game changing UX – UX design can help change the game. That is the top of the UX pyramid for this author. UX design is about uncovering the deepest needs of people and creating solutions that solve these fundamental needs that they didn’t even know they had in an engaging way.

Read the full article for more details on what might lie at the top of the UX Pyramid.

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6 min read

Human Factor Principles in UX Design

  • Accessibility, Behavioral Science, Content Strategy, Design, Emotion, Empathy

In this article, we will review why it’s so important, key human factor design principles, and methods to evaluate how well you’ve considered human factors in your design

Article by Nick Babich
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8 min read

5 Successful Customer Service Strategies of Top Grocer Trader Joe’s

  • Content Strategy, Customer Experience, Strategy

In this article let’s dig into the successful customer service strategies Trader Joe’s uses to build a band of customer advocates and stand out from the pack.

Article by Veronica Krieg
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7 min read

Hick’s Law

  • Behavioral Science, Content Strategy, Design, Emotion, Human factors, Psychology and Human Behavior, UX Education

Ever heard of the term FOMO? That is what your brain does when you are given a large selection of choices. The more choices you are given, the more indecisive you become.

Article by Edward Beebe-Tron
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4 min read

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