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Defining and Informing the Complex Field of User Experience (UX)
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Experience Maps Identify Inefficiencies and Opportunities
Experience maps are useful in visualizing how each customer interaction combines to create the overall experience.
Article - James Torio - October 4, 2011 - 3 Comments
6 Disciplines for Reaching Customer Experience Maturity
Practices required to design, implement, and manage CX in a disciplined way.
Article - Megan Burns - October 1, 2011 - 2 Comments
Customer efficiency directly correlates to satisfaction and advocacy, and is the most accurate indicator of future behavior.
Article - Erietta Sapounakis, Different - August 11, 2011 - 11 Comments
End-to-End Experience Design
Making advertising, onboarding, distribution, engagement, and retention part of UX.
Article - Theresa Neil - June 22, 2011 - 10 Comments
Meeting or matching user expectations, whether in an initial experience or a repeat one, relies on successfully matching the customer’s mental model.
Article - Corrina Liao Ph.D., Bec Purser, Different - June 21, 2011 - 8 Comments
An Iterative Approach to Innovation Strategy
Requirements documents are highly polished but deeply flawed.
Article - Paul Noble-Campbell - June 16, 2011 - 7 Comments
Great service design means everyone is on board with creating the experience the audience wants.
Article - Megan Grocki - June 1, 2011 - 8 Comments
The Total Experience
The elements of better customer experiences, and how to deliver on them.
Article - Bruce Temkin - April 18, 2011 - 4 Comments
The role of UX in interactive Customer Experience Management (CEM).
Article - David Nickelson - March 28, 2011 - 8 Comments
Share the Sandbox
To avoid losing its place at the customer experience strategy table, UX needs to work with marketing.
Article - Samantha Starmer - February 23, 2011 - 11 Comments