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Customer Experience

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Designing Design Meetings: Overhauling a DesignOps Process Using Design Thinking

  • Customer Experience, Design, Design Theory, Usability, UX Education, UX Magazine

A tried and tested method for modeling meetings to get the best outcomes for your team. This article is about using design to design design-related stuff for design-related processes. It’s all very meta, and also META (Most Effective Tactics Available)

Article by Maria Fakhruddin
IDEAS IN BRIEF
Designing Design Meetings: Overhauling a DesignOps Process Using Design Thinking
  • Meetings are an integral part of our work day but not all of us do enough to make them successful.
  • Ways you could remodel your meetings for a more productive outcome:
    • Empathise through surveys or interviews
    • Co-create to innovate
    • Meet prototypes
    • Rinse, repeat
  • Well-designed meetings are a wonderful way to add value to your work and give you a rewarding collective sense of progress.
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Affordance in Good Product Design

  • Accessibility, Behavioral Science, Customer Experience, Design, Design Theory, Design Tools and Software, Product design, Usability, UX Education, UX Magazine

 

Article by Wicar Akhtar
IDEAS IN BRIEF
Affordance in Good Product Design
  • Knowing how affordance impact user experience design is necessary for producing high-quality, user-friendly products.
  • The article covers:
    • The definitions of affordances and signifiers
    • Types of affordances
    • How affordances can be used in UX design
    • How to design for the best affordance
  • Using affordances well can reduce the time your customers think and explore so they can achieve their goals faster and easier.
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6 min read
Affordance in Good Product Design

Critical Success Factors for Digital Transformation

  • Customer Experience, Design, Design Tools and Software, Team Dynamics, Technology, Technology for the Common Good, Usability, UX Education, UX Magazine

Every organisation is unique and there is no one-size-fits-all solution for digital transformation. But you might be aware that training on digital mind-set and continuous reinforcement go a long way in imbibing a digital culture in the employees. And there are particular critical success factors for digital transformation that might help you in this respect. So what are they? You’re just about to find out!

Article by Sukanya P
IDEAS IN BRIEF
Critical Success Factors for Digital Transformation
  • Digital transformation requires a complete shift in the organization’s culture and need for a digital mindset, rather than the mere ability to use tools or technology.
  • There are 4 key tenets to having a digital mindset:
    1. Customers Obsession
    2. Agile and iterative development
    3. Constant collaboration and transparency among teams
    4. Willingness to take risks
  • With the technological evolutions, it is important for employees and teams to be able to experiment with newer ideas and business models without fear of failure and subsequent admonition.
  • Training on digital mindset and continuous reinforcement goes a long way in imbibing a digital culture in the employees.
  • The author believes teams that operate as digital natives to be better prepared to face the changing dynamics of the business world.
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Critical Success Factors for Digital Transformation

Understanding Narrative Design

  • Behavioral Science, Customer Experience, Design, Design Theory, Usability, UX Education, UX Magazine

Narrative design is something we rarely read about. But is it even possible for designers to describe a design solution entirely with text? Let’s find out!

Article by Dave Vronay
IDEAS IN BRIEF
Understanding Narrative Design
  • Narrative design is a way of describing a design solution entirely with text by telling the story of how the user would accomplish their job or task without reference to any particular design platform or modality.
  • Narrative designs are very easy for users to understand.
  • Working with narrative design gives an easy framework for assessing the threats and delights in a design separately from the threats and delights of the actual interface components from which the design is created.
  • Narratives are very useful for the development team to validate and estimate dev work against.
  • Once the narrative is complete, validated, and approved, designers can use that to build the detailed design.
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Human-Centered Prototyping Starts With Respect For Human Capacities

  • Behavioral Science, Customer Experience, Design, Human factors, Neuroscience, Usability, UX Education, UX Magazine

People’s autonomy is in their capacities not in their impairments. Learn how human-centred helps understand how capacities, capabilities and autonomy interact.

Article by Alastair Somerville
IDEAS IN BRIEF
Human-Centered Prototyping Starts With Respect For Human Capacities

  • The authors gives his 3-step human-centered prototype model to understand how capacities, capabilities and autonomy interact:

    • Research Capacities
    • Consider Capabilities
    • Build prototypes

  • Researching capacities leads to recognizing the diversity of solutions that come from personal divergence.

  • Reviewing capabilities means looking at what tools/services/communities/assets work successfully to achieve desired outcomes.

  • While building prototypes, it is important to keep the sense of independence and individuality for users.

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Rewriting Customer Service with Conversational AI

  • Artificial Intelligence, Conversational Design, Customer Experience, Design, Usability, UX Education, UX Magazine, UX World Changing Ideas

Take a deep dive into Gartner’s evaluation of the most important attributes of enterprise conversational AI platforms for customer service from their new Critical Capabilities report. We’ve also got learnings from the top ranked platform’s real-world orchestration of conversational AI, which allowed one national retailer to prop up a new call center and cut their inbound traffic by 50% in just ten weeks. 

Article by UX Magazine Staff
IDEAS IN BRIEF
Rewriting Customer Service with Conversational AI
  • Conversational AI is an inevitable market state and enterprises are in hot pursuit of platforms that will enable them to successfully orchestrate the associated technologies—like NLU/NLP, code-free design, RPA, and machine learning. Gartner’s 2022 Critical Capabilities for Enterprise Conversational AI Platforms report is the first of its kind, providing a comprehensive breakdown of the technical requirements for entering this new paradigm for productivity.
  • The best way to succeed in customer service applications of conversational AI is by incorporating a broad range of channels (touching on every possible way a customer might try to engage with a business) as part of an open system that allows for integration with tools and solutions from other vendors and involves human agents in its operation and evolution.
  • Flexible open platforms allow businesses to rapidly identify and capitalize on the massive opportunities conversational AI brings while adapting their own operations around the fluctuating nature of the associated technologies. In essence, future-proofing their operations.
  • The highest-ranking company in the Customer Service Use case was OneReach.ai. Using their platform for conversational AI, a large national retailer was able to create a new call center and cut their inbound traffic by half in just 10 weeks.
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