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Business Value and ROI

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How to improve customer experience by mapping the current state of the business and adopting a growth mindset.

Article by Jonathon Hensley
Current State vs. Future State: Innovating your Customer Experience and Increasing Productivity
  • The challenges caused by the pandemic force businesses to rethink their customer experience and invest in strategic planning.
  • To start, it’s necessary to analyze the current state, identify weaknesses, and focus on inclusive knowledge management to find opportunities to improve the organization.
  • Some of the most common inefficiency problems include non-utilized talent and extra processing.
  • Improve customer experience and productivity by looking for cumulative, connected or capacity insights.
Read the full article to learn more about innovating customer experience and why its necessary.
Share:Current State vs. Future State: Innovating your Customer Experience and Increasing Productivity
7 min read

An interaction designer shares the lessons learned on design and user needs in emerging markets.

Article by Angie Fu
Designing for Today’s Behaviors and Tomorrow’s Potential
  • When designing experiences, it is essential to aim for inclusivity and accessibility since users around the world don’t have the same opportunities.
  • One way to create an inclusive experience is to embrace functionalism and opt for clear visual elements. This might include easily recognizable icons and colour schemes.
  • Because of issues like poor network coverage, digital products should be also adapted to the unpredictable environment that characterizes some of the developing countries.

Read the full article for some ideas on how to consider accessibility in digital products around the world.

Share:Designing for Today’s Behaviors and Tomorrow’s Potential
8 min read

How default settings are essential to providing better customer experience and diminish users’ decision fatigue.

Article by Rohith M S
The UX of default settings in a product
  • Default settings play a much bigger role in our experience with products than we may realize.
  • Learning how to use new products might be strenuous and this is often aggravated by decision fatigue experienced by users.
  • By providing pre-selected values default settings ease customers experience and eliminate the inconvenience of wasting time on selecting all the preferences autonomously

Read the full article to learn more about how to design for default settings.

Share:The UX of default settings in a product
6 min read

A framework to take organizations from output to outcome focused product metrics.

Article by Sol Mesz
The Full Loop Analytics Framework

A few months ago, while creating a metrics dashboard for a client I had an epiphany: “if a product is only viable when User, Product and Business are equally present (thinking of the product triad), how come most of the existing frameworks focus on isolated parts of the trilogy?”

I created a framework for considering all 3 parts of the equation:

  1. Key Experience Indicators measure the relationship between User and Product, understanding product performance as a result of user satisfaction.
  2. Key Performance Indicators measure the impact of product performance on business results. In other words, KPIs look at product metrics in terms of business results.
  3. Key Business Indicators measure how user experience impacts business results.

This way fo measuring performance:

  • provides a holistic view of product performance,
  • makes sure that improvements in one area don’t have a negative impact on others,
  • and ensures that everybody is thinking in outcomes (company-wide results) rather than outputs (individual metrics)

Read the full article below for information on each triad, how I created the framework, and ways of applying it to your organization.

Share:The Full Loop Analytics Framework
9 min read

If there’s one thing I learned over five years in an AI leadership role with a Big 4 Consulting Firm, it’s that the popular view of Conversational AI misses the point.

Article by Jordan Ratner
Share:The Problem with How Organizations are Thinking about Conversational AI – an Insider’s Guide
12 min read

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