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Articles With Authors

The CX Power Couple: Why Customer Feedback and Analytics Must Both Inform Product Design

[email protected] | Tobias Komischke
post authorTobias Komischke

Tobias Komischke
Tobias Komischke, PhD, is a UX Fellow at Infragistics, Inc., where he leads data analytics, artificial intelligence and machine learning initiatives. An evangelist for user- and customer-centered design strategy, methods and processes, Dr. Komischke has worked in User Experience for over 20 years, leading teams, projects, and programs with the goal of creating meaningful user experiences. He is also an adjunct professor at Rutgers University, teaching UX Design in the Graduate Degree Program.

How We Listened to Our Users and Made a Better Product

[email protected] | Antonio Rotolo
post authorAntonio Rotolo

Antonio Rotolo
Antonio Rotolo is a digital humanist and an archaeologist turned entrepreneur. He currently serves as the CEO at Ludwig (https://ludwig.guru), where he deals with project management and strategy. In his spare time writes and draws for Ludwig’s blog (https://ludwig.guru/blog/) or for his blog on the Huffington Post (http://www.huffingtonpost.it/antonio-rotolo/). Antonio has also 5 years of experience as a university researcher at Universidad de Granada, MIT and Universität Konstanz.

How to Train and Develop the 12 Competencies of UX Design

[email protected] | Ward Andrews
post authorWard Andrews

Ward Andrews
Ward Andrews is CEO at Drawbackwards, a consulting firm that dissolves complexity and delivers simplicity for customer experience and software product teams globally. Enterprise client mix includes: healthcare, financial services, hospitality and a range of consumer products. High-growth SaaS companies partnering with Drawbackwards have been acquired by the likes of Square and Experian.   Ward is a part of the Honors Faculty at Arizona State University teaching Design Entrepreneurship. He has worked with hundreds of the world’s biggest brands for over twenty years including: American Express, Blue Cross Blue Shield, Sony, Intel, General Dynamics, Insomniac Games, GoDaddy and Willis Towers Watson. His brand and design projects have garnered Addy, Prisma and Emmy awards. His CX and software product work has generated over 1B in value through cost savings and new revenue growth.

5 Reasons Why Designing Simple Experiences is Psychologically Impossible

[email protected] | Joe Smiley
post authorJoe Smiley

Joe Smiley
Joe Smiley is a respected design leader who has developed innovative experiences for over 20 years for many Fortune 500 companies - including Activision Blizzard, E*TRADE, PwC, Marriott, AOL, Disney, FedEx, and others - as well as numerous government agencies and nonprofits. He is currently the Head of Ecommerce design for Blizzard Entertainment, where he leads the development of world class experiences for gamers. Additionally, he is a successful entrepreneur who co-founded and ran multiple tech startups. He is also a speaker and published author, and he recently served as a judge for the MIT $100k challenge. He holds an MBA from the University of Virginia Darden Graduate School of Business, and a B.A. in Design from Virginia Tech. His ideas on utilizing design for disruptive innovation can be followed on DSRUPTR.com.

Design Killer, Killer Design

[email protected] | Jonathan Ng
post authorJonathan Ng

Jonathan Ng
Jonathan is the Founder of Common - A Strategic Design Firm. His last 17 years in the design industry was spent conceptualising and launching innovative products and service experiences for some of the world’s most renowned brands. He is an entrepreneur, an intrapreneur, and a design educator. Jonathan’s work has been recognized in major awards shows including Cannes, D&AD, Spikes Asia, OneShow, FWA, The Webbys and The Effies.

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

[email protected] | Jordan Ratner
post authorJordan Ratner

Jordan Ratner
Jordan Ratner is an original founder and former leader of Deloitte's Conversational AI Practice, overseeing its growth from 2016 - 2020. Jordan is passionate about using AI to transform how businesses solve problems. He has led large-scale implementations of conversational AI solutions within Fortune 500 companies across a wide variety of functions and industries, designed & built hundreds of conversational AI products, and cultivated vendor relationships with many leading conversational AI firms.

Current State vs. Future State: Innovating your Customer Experience and Increasing Productivity

[email protected] | Jonathon Hensley
post authorJonathon Hensley

Jonathon Hensley
Jonathon Hensley is co-founder and CEO of Emerge, a digital product consulting firm that works with companies to improve operational agility and customer experience. For more than two decades, Hensley has helped startups, Fortune 100 brands, technology leaders, large regional health networks, manufacturers, financial institutions, non-profit organizations and more transform their businesses by turning strategy, user needs and new technologies into valuable digital products and services.

Designing for Today’s Behaviors and Tomorrow’s Potential

[email protected] | Angie Fu
post authorAngie Fu

Angie Fu
Angie is a multidisciplinary designer focused on design for social impact and the unique needs of emerging markets audiences. She's currently on the Connectivity team at Facebook designing solutions to help improve the access and affordability of the internet, and was previously designing financial health and youth mental health solutions at IDEO.org.

Fear and Loathing in Design Strategy

[email protected] | Matthew Franks
post authorMatthew Franks

Matthew Franks
Meet @franknatic, the CEO of Modernist Studio. Matt helps client partners identify user centered product & service opportunities and build strategies to deliver future innovations. Matt is also an avid craftsman who will find any excuse to get to a workshop and build, weld, or CNC something into existence.

Sales Experience Design: The Future of Customer-Centric Services

[email protected] | Dana Publicover
post authorDana Publicover

Dana Publicover
Dana Publicover is a writer, facilitator & design thinking expert who has worked with NASA, Google, McKinsey & the Metropolitan Museum of Art. The author of Empathy at Scale and founder of Publicover & Co, Dana blends UX research, content marketing and service design to transform B2B sales strategies. She recently moved from the US to Hamburg, Germany and is currently learning German from her twin toddlers.

Demystifying Venture Designer

[email protected] | Fergie Leung
post authorFergie Leung

Fergie Leung
Fergie is an innovation strategist and venture designer. She focuses on commercializing human-centered innovation and reducing risks in new product development. She’s currently building AI/ML and FinTech products at PwC Labs. Her expertise include new product development, human-centered design, UX, agile project management, product marketing, and product innovation strategy.

The UX of default settings in a product

[email protected] | Rohith M S
post authorRohith M S

Rohith M S
Hello everyone, I’m Rohith from Bangalore, India. I’m a self-taught designer and have been fortunate enough to be a part of the UX community for more than a decade now. I try to approach every problem statement with basic common sense, which helps me shape technology into products. Working under some great mentors and designers has progressively taught me about the inclusive design approach. I currently work at Tekion as a Design manager while designing and maintaining the retail and service offerings. Previously, I worked at AirAsia Tech, leading the Indian design team

Prioritizing Problems to Inform Product Design

[email protected], [email protected] | David Lick, Julia Barrett
post authorDavid Lick

David Lick
David Lick is a UX Researcher at Google, where he leads a team of researchers covering Google Workspace's productivity tools (Docs, Slides, Sites, Keep). Prior to joining Google, David worked in UX at Facebook and Vine. He holds a BA, MA, and PhD in Psychology, which is where his love of mixed-method research was born.

post authorJulia Barrett

Julia Barrett
Julia Barrett is a UX Researcher at Google where she leads UX Research for Google Drive's strategic programs. She has also led Customer Insight for EffectiveUI (acquired by Ogilvy) and Research and Development for Adaptive Path (acquired by CapitalOne). Her passion for UX Research developed while she studied at UCSD where she received a B.S. in Cognitive Science (HCI).

At Your Service: How AI Will Reshape Customer Service

[email protected] | Jason Cottrell
post authorJason Cottrell

Jason Cottrell
Jason Cottrell is the Founder and CEO of Myplanet, a software studio that specializes in creating digital experience platforms. Working closely with the world’s leading companies including Google, Salesforce, and IBM, Myplanet creates compelling, technology-driven solutions that address real user needs with a comprehensive, long-term vision for handling business challenges.

User Experience— ‘Less is More’ vs ‘More is More’

[email protected] | Catriona Campbell
post authorCatriona Campbell

Catriona Campbell
Client Technology & Innovation Officer for EY's in UK and Ireland and founder of the London-based experience design firm Seren, which was acquired by Ernst & Young in 2015. With a newfound interest in Artificial Intelligence (AI), Catriona now divides her free time between family and working on her debut book, which looks at lessons from history and the fictional futures of sci-fi to develop a “future-back” approach to Artificial Intelligence problem-solving, with the aim of securing a healthy, human-centred relationship with AI. Learn more at her website - https://.catrionacampbell.com/.

Why cross-cultural design really matters

[email protected] | Sofia Gomes
post authorSofia Gomes

Sofia Gomes
I’m a product and service designer, passionate about Scandinavian design and all its forms of collaboration, participation and innovation! At my work I adopt a collaborative and user-centered mindset. This allows me to design meaningful experiences that can bring a true value to people and businesses.

How to design onboarding flows

[email protected] | Andre Augusto
post authorAndre Augusto

Andre Augusto
Andre Augusto is an international Product Designer based in Sao Paulo, Brazil. Currently working for YML, one of the hottest digital agencies in Silicon Valley. He started his career around 18 years ago and since then worked on multiple areas of the design industry having moved around the globe in places such as England, Spain, Italy, USA and UAE-Dubai and doing remote for an even longer list of countries.

Product Experience: The Backbone of Your Product’s Success

[email protected] | Paula Andrea Becchetti
post authorPaula Andrea Becchetti

Paula Andrea Becchetti
I'm a UX writer. Not only am I focused on UX, but also I have several years of experience working with software or tech companies. This means I can translate your technical language into a more colloquial one that everyone understands. In this way, you can easily share your know-how, while generating b2b leads or providing value to developers, attracting new top-notch talent.

Why I stopped letting the design speak for itself

[email protected] | Hoang Nguyen
post authorHoang Nguyen

Hoang Nguyen
Hoang Nguyen is one of the pioneers in the field of UI/UX Design in Vietnam. Over the years in the business, he has worked with top clients in the industry and many exciting startups. He has played the role of technical adviser on UI/UX Design at Behance Portfolio for years. He has also published articles on GAM7, a Vietnam’s design and marketing magazine, and other foreign e-magazines. He is founding member and design coach at GEEK Up.

What are UX errors of omission and commission?

[email protected] | Chris Rourke
post authorChris Rourke

Chris Rourke
I'm the Founder of User Vision, a leading UX and experience design and service design consultancy. I've has conducted projects throughout the UK and Europe, working with many blue-chip commercial companies and leading public sector organisations to provide UX, usability and accessibility support and advice. He is also presents training and regularly speaks at conferences to share his experience.

100 Things I Know About Design

[email protected] | Dan Saffer
post authorDan Saffer

Dan Saffer
A Creative Director at Smart Design, Dan leads teams in creating new interaction paradigms across a wide range of products, spanning both digital and physical. Dan’s insightful, thoughtful approach to design has been captured in the four books he’s written—Designing for Interaction, Designing Gestural Interfaces, and Designing Devices. His latest book, Microinteractions, about the details of design, was published to much acclaim in 2013. You can follow him on Twitter at @odannyboy.

User Journey Mapping for Complex Enterprise Systems

[email protected] | Bansi Mehta
post authorBansi Mehta

Bansi Mehta
For me, design thinking is the power to transform experiences and enrich lives. It isn’t mere creativity and innovation for its own sake; it’s specifically directed at creating a treasured value for users, businesses, and our ecosystem as a whole. I love to channelize design thinking to solve most problems for companies and individuals. My mission is to help business communities understand and tap into the power of UX for a more significant impact.

The Full Loop Analytics Framework

[email protected] | Sol Mesz
post authorSol Mesz

Sol Mesz
I have over 15 years of experience managing Digital products from idea generation through implementation and growth. I have worked with different products across many industries and with organizations of all sizes, from Fortune 10 to Startups and Non Profits. I am currently an independent consultant helping organizations make better product and design decisions to maximize the impact of design. You can find me at www.solmesz.com.

Dealing with Burnout as a User Researcher

[email protected] | Nikki Anderson
post authorNikki Anderson

Nikki Anderson
Nikki is a User Research Lead and Instructor with 8 years of experience. She has worked in all different sizes of companies, ranging from a tiny start-up called ALICE to the large corporation, Zalando, and also as a freelancer. During this time, she has led a diverse range of end-to-end research projects across the world, specializing in generative user research. Nikki also owns her own company, User Research Academy, a community and education platform designed to help people get into the field of user research, or learn more about how user research impacts their current role. User Research Academy hosts online classes, content, as well as personalized mentorship opportunities with Nikki. She also writes as a contract writer at dscout and Dovetail. In addition to writing about user research, she writes psychological thrillers and fantasy novels.

What is at the top of the UX pyramid?

[email protected] | Dennis Hambeukers
post authorDennis Hambeukers

Dennis Hambeukers
Dennis is a strategic UX design consultant at Zuiderlicht. He is deeply interested in the intersection between design, business and technology. His goal is to solve complex business problems with meaningful UX in a way that leverages the human potential for creativity.

The Problem with How Organizations are Thinking about Conversational AI – an Insider’s Guide

[email protected] | Jordan Ratner
post authorJordan Ratner

Jordan Ratner
Jordan Ratner is an original founder and former leader of Deloitte's Conversational AI Practice, overseeing its growth from 2016 - 2020. Jordan is passionate about using AI to transform how businesses solve problems. He has led large-scale implementations of conversational AI solutions within Fortune 500 companies across a wide variety of functions and industries, designed & built hundreds of conversational AI products, and cultivated vendor relationships with many leading conversational AI firms.

A stakeholder’s perspective on engaging in research

[email protected] | Lucy Denton
post authorLucy Denton

Lucy Denton
Lucy is a Senior Product Designer working at Sydney based startup, Dovetail. Dovetail is a qualitative data analysis and research repository tool, aimed to help teams understand their customers and make informed decisions. Prior to Dovetail, Lucy worked at Atlassian for over 5 years where she worked on Jira, the Atlassian marketplace and Hipchat.

Case Study: Solipay App

[email protected] | Matt Lillis
post authorMatt Lillis

Matt Lillis
I’m an artist, museum experience designer and digital experience designer with over 15 years working in the art world. My new passion is utilizing my strong natural empathy and creativity to bridge customer needs and business needs with user-centered design. I believe that I can improve people's lives by designing products that are not only desirable and engaging but also provide a beautiful and delightful experience for the user.

Law of diminishing returns, design and decision making

[email protected] | Sol Mesz
post authorSol Mesz

Sol Mesz
I have over 15 years of experience managing Digital products from idea generation through implementation and growth. I have worked with different products across many industries and with organizations of all sizes, from Fortune 10 to Startups and Non Profits. I am currently an independent consultant helping organizations make better product and design decisions to maximize the impact of design. You can find me at www.solmesz.com.

Building our user research library from scratch

[email protected] | Amy Rogers
post authorAmy Rogers

Amy Rogers
Amy is a London-based designer and researcher who writes about design methods and productivity. Her computer science background gives her a unique and analytical way of designing digital products. She also enjoys illustration, playing video games, and learning new skills through her side projects.

Staying Human in the Age of Big Tech

[email protected] | Tyler Berg
post authorTyler Berg

Tyler Berg
Tyler Berg is a product designer at Viget, where he focuses on creating user interface and design systems for websites and applications that solve user issues and accomplish business objectives. His ultimate goal as a designer is to make the digital world more usable, more approachable, and ultimately, more truthful.

Open vs Closed: a Critical Question for Designing and Building Experiences

[email protected] | Josh Tyson
post authorJosh Tyson

Josh Tyson
Josh Tyson is the co-author of the first bestselling book about conversational AI, Age of Invisible Machines. He is also the Director of Creative Content at OneReach.ai and co-host of both the Invisible Machines and N9K podcasts. His writing has appeared in numerous publications over the years, including Chicago Reader, Fast Company, FLAUNT, The New York Times, Observer, SLAP, Stop Smiling, Thrasher, and Westword. 

Building an Accessibility Library

[email protected] | Stephanie Hagadorn
post authorStephanie Hagadorn

Stephanie Hagadorn
Stephanie is a UX designer and Certified Professional in Web Accessibility. She’s had the opportunity to work for a wide range of clients and companies, including IBM, USAA, and Indeed, where she’s helped teams across the world build beautiful and inclusive products. Besides design and accessibility, she’s equally passionate and opinionated about video games, movies, and dogs.

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