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Listening To Users: On How To Make a Professional Standard

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

Who said that design isn’t trendy in government land? Learn more about how you can professionally approach the concept of ‘listening to citizens’ in your organization by making good standards.

IDEAS IN BRIEF
Listening To Users: On How To Make a Professional Standard
  • The article covers how you can professionally approach the concept of ‘listening to citizens’ in your organization by making good standards.
  • The author set up a feedback loop between citizens, government counters and policy in an organization and discovered the following perspectives that build up on each other, like a pyramid:
    • Strategy
    • Quality
    • Information flows
    • Structure
    • Culture
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12 min read
Listening to users: on how to make a professional standard 

Fear and Loathing in Design Strategy

  • Design, Emotion, Strategy

The most common fears that hamper the design process and what it takes to transform clients into advocates for your approach.

IDEAS IN BRIEF
Fear and Loathing in Design Strategy
  • Going through the design process might be scary for clients since it implies exploring new ideas. Many are generally unfamiliar with design strategy.
  • Some common fears include testing ideas on specific demographic groups, using unconventional research methods, and drawing conclusions based on synthesized data sets.
  • These fears create significant barriers to innovation in design and the best way to overcome them is to involve clients in the design process.

Read the full article to learn more about how fear affects the design process, to help you better empathize when this happens.

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8 min read

Demystifying Venture Designer

  • Product design, Strategy, Usability

Skills you need to become a venture designer, and beyond.

IDEAS IN BRIEF
Demystifying Venture Designer
  • Venture design goes beyond UX to turn an idea into a product by applying the venture development process and minimizing business risks
  • The venture design framework consists of 7 phases to help focus on product design and scale
  • Venture designers’ job is not only about optimizing UX, but also maximizing the total value delivered. That’s why a venture designer has to develop a broad range of skills.

Read the full article to get more perspective on what venture design is from a venture designer.

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4 min read

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.

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

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.

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

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