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Different

Efficiency

Business Value and ROI, Customer Experience, The Business of UX, Usability

Customer efficiency directly correlates to satisfaction and advocacy, and is the most accurate indicator of future behavior.

August 11, 2011

12 min read

Being Predictable

Customer Experience, Usability

Meeting or matching user expectations, whether in an initial experience or a repeat one, relies on successfully matching the customer’s mental model.

June 21, 2011

13 min read