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Customer Experience

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User Journey Mapping for Complex Enterprise Systems

  • Customer Experience, Design, Design Theory, Enterprise Products, Project Management, Strategy

At its most basic, journey mapping is a compilation of user goals and actions into a timeline. Here we show insightful details that add value to the design process.

Article by Bansi Mehta
IDEAS IN BRIEF
User Journey Mapping for Complex Enterprise Systems

Journey maps are meant to demonstrate the holistic user experience. Here are 5 ways that using journey maps can help with organizing complex enterprise systems:

  1. Drive the organization’s outlook from inside-out to outside-in
  2. Create a common vision that is followed across the company
  3. Enable departments to own responsibility of key touchpoints
  4. Target specific areas of improvement
  5. Help make sense of problem areas in work processes

Read the full article for more some journey map examples and more information on how they can help simplify complex systems.

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3 min read

App login design: Choosing the right user login option for your app

  • Accessibility, Customer Experience, Design, Form design, Interaction Design, Interface and Navigation Design, Psychology and Human Behavior

When deciding on your app’s login method, choosing between security and user convenience is a balancing act. Here are best practice login options and their metrics.

Article by Joseph Russell
IDEAS IN BRIEF
App login design: Choosing the right user login option for your app

  • When deciding on your app’s login method, choosing between security and user convenience is somewhat of a balancing act. This article explores some options and the pros and cons of each.

  • There are 4 common options to consider when designing an app login screen: an email with password login and registration UX, social and third-party login UX, mobile login and registration UX, multi-factor login and registration UX.

    • Password login. Passwords are common but it can be hard for the user to remember all passwords. That is why security breaches could be caused by using password managers and using the same password for various apps/sites.
    • Social login and third-party login. Users are grateful for having one less password to memorize, and developers happy with high conversions and all the data they receive asses to. This method is mobile-friendly and free to use. But developers have to rely on the 3rd party security and expect to lose users who do not trust social media.
    • Mobile number login. The mobile number tends to be a much more unique identifier, and this method doesn’t require the user to remember passwords. On the other side, mobile numbers could change, and migrating accounts becomes complicated.
    • Multi-factor authentication (MFA). Its main strength is security. You can find temporary pins, third-party authenticator apps, retina, biometrics, or fingerprint, among MFA methods. Often, it requires a second device that can be stolen.

    Read the full article for a more in-depth breakdown of each login option.

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9 min read

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

  • Artificial Intelligence, Behavioral Science, Business UX Leaders, Business Value and ROI, Content and Copy, Conversational Design, Customer Experience, Defining AI, Employee Experience, Interaction Design

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
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12 min read

6 Tips for Making Customer Insights Actionable

  • Customer Experience, Product design, Strategy

Support logs are one of the most important sources of customer insights. These ‘insights’ are often ignored or sidelined by other departments’ teams because they are mistrusted or lack context.

Article by Ben Goodey
IDEAS IN BRIEF
6 Tips for Making Customer Insights Actionable
  • Support logs are one of the most important sources of customer insights, but they’re often ignored or sidelined by other departments’ teams because customer insight isn’t trusted in general.
  • To trust customer insight, you need to make sure it answers these two questions:
    • Is the information provided something I can actually make a business decision based on?
    • How much will it matter if I do make a decision based on it?

6 characteristics of actionable insights:

  1. Contextualized. There are a few ways to contextualize customer insight: volume, sentiment, tying it to outcomes data.
  2. ‍Insightful. Insightful customer feedback says something new and useful.
  3. Fast. Try looking at improving speed to insight by tagging ‘reasons for contact’ in support tickets and using NLP to sort them faster.
  4. Granular—the devil is in the details. Customer feedback surveys are often not actionable without a further root cause analysis; answers are often too high level or generic.
  5. Statistically Significant. It’s easy to get hung up on quantitative measures, and it takes a lot of time to sift through qualitative feedback, and usually, only a small sample is taken. How can large business decisions be made without statistically significant evidence?
  6. Unbiased. There are two main buckets of customer survey bias to avoid: response bias (how the actual survey questionnaire is constructed) and selection bias (the results are skewed a certain way).
Read the full article to get ideas on how your teams can start getting meaningful insights from support logs.
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5 min read

Best Practices: Designing autosuggest experiences

  • Accessibility, Customer Experience, Interaction Design, Interface and Navigation Design

8 design recommendations for search bar & autosuggest patterns

Article by Pranava Tandra
IDEAS IN BRIEF
Best Practices: Designing autosuggest experiences
Here are some best practices recommended for the search bar & autosuggest patterns based on the analysis of user-typed queries & query formulation from about 50+ search bars.
  1. Scoping. Allow scoping if your app has multiple types of entities. Please note that scoping is not a mandatory step in the search workflow. It is only used to aid faster contextual suggestions.
  2. Autocomplete. Add Autocomplete as the top suggested item.
  3. Advanced Search. Give advanced search capabilities if your website/app has a huge volume of information and a dedicated search results page.
  4. Recent Searches. Always present recent search queries, especially in Zero State. To ensure high-quality suggestions in zero states, it’s better to have a threshold. It means a query needs to be executed several times before it ends up as a potential suggested term.
  5. Shorter suggestion lists. Limit suggestions to less than 10 list items. It is also recommended to avoid using the scroll paradigm in search suggestions.
  6. Grouping Suggestions. Always add labels and visual grouping for diverse information types.
  7. Enable conversations. Introduce conversational search experiences. Leveraging NL models to introduce voice inputs and question-answer framework can save a lot of time.
  8. Autocorrect & Clear queries. Assist with typos, erase queries, and suggestions. Additionally, provide users with an option to clear their search results in the search bar and equip them to remove their previous searches.
Read the full article below to get a breakdown of each of these best practices and learn about the research and concepts behind them. 
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6 min read
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