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Everyone’s Guide to Designing Great Conversational Interface Experiences

Air Travel ChatbotConversational interfaces (CIs) are rapidly shifting how consumers interact with brands, and the vast range of CI platforms is …

Five Trends Shaping The Future Of Customer Experience In 2017

It’s that time of year! The 20-somethings drink too much at the holiday party, you book your ski season Airbnb, watch <i>Elf</i> and <i>The Holiday</i>, and reflect back on the year behind you. And as is custom here on Forbes I look at the year ahead in customer experience. In my customer experience predictions …

Customer Experience

6 Ways Designers Need to Adapt in the Age of AI

Have you noticed anything interesting the last time you uploaded a picture on Facebook? Perhaps you picked up on the fact that sometimes Facebook …

Practice Guide to Run a Google Design Sprint

The design process plays an essential role in achieving product success by ensuring that the user is at the heart of the development process and that …

How Human-Centered Design Improves The Final Product

In our previous blog post we explained what human-centered design is about and why it’s so important when creating web products. Although it’s seems …

Lean Innovation: Design Thinking Meets Lean Startup For The Enterprise

Innovation is often born from individuals who view design as a way to shape forward-thinking ideas. While design alone can’t deliver the promise of innovation, frameworks—such as design thinking and lean innovation —provide methodologies and a mindset that are required for customer-centric …

The Customer Experience Performance Gap

There are many challenges facing the customer service industry. The most pressing is that for many brands customer service is not a business priority.<p>In 2014 Gartner predicted that by 2016 89% of brands would compete mainly on customer experience, versus 36% four years ago. It’s 2016! Today brands …

Customer Experience

The Prototype Mindset

I was really happy to get an early copy of<b>Sprint: How to Solve Big Problems and Test New Ideas In Just Five Days</b>, by three design partners at Google …

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We apologize for any inconvenience. Please double-check the URL or try the following:<p>Search our site for keywords of interest.<p>Visit our home page or …

30 Quotes on User-centered Interaction Design

Inspiration and wisdom absorbed from the best professionals in the trade have always been the great source of motivation and consideration of the …

The 7 Deadly Sins of User Research

It’s fashionable to blame poor usability on firms not doing enough customer research. On the face of it, this seems like the obvious cause of poor …

The Future Of The Retail Customer Experience: Experts Discuss Trends And Engagement

Here’s a bit of what you’ll discover in this one-on-one expert discussion of the future of the retail customer experience:<p>• A robot that diplomatically answers the dreaded question, “Does this dress make me look fat?”<p>• An Abe Vigoda-clone robotic assistant that finds you the correct wing nut in the …

Forget Innovation. Let's Talk Experimentation.

There are essentially three types of businesses:<p>Those changing the world;<br>• Those watching the change;<br>• And those surprised by change.<p>To avoid falling into the third category, smart companies are adopting automation and other leading-edge tools to sift through what works, what doesn’t and to get to …

Combining UX Design And Psychology To Change User Behavior

Have you ever wondered why your users do <b>not interact with your product the way you hope</b>? Persuading people to perform a particular action, like …

This is what designers can do.

With new disciplines and capabilities, design does more than it ever did before. Hint: it’s about human lives now. Not stuff.<p>I am a designer. This …

A Stanford professor explains how 'design thinking' can help you lose weight, stop worrying, and change your life

What's something you've always wanted to accomplish but never have?<p>Maybe it's launching your own company, or maybe it's finally getting in …

Go Design!

<i>Why design needs sports bars not design thinking</i><p>I don’t care about sports. I’m pretty much in agreement with this old cartoon.<p>However, I can describe …

UX Design

Southwest Airlines Customer Experience Leads To Customer Loyalty

My daughter, who attends college in another city, recently flew home for a holiday visit. She checked a piece of luggage before boarding her flight on Southwest Airlines. Unfortunately, when she arrived and went to collect her suitcase from the luggage carousel, she noticed that the handle was …

Flying

What Do User Interfaces Want?:The Next 500 Years of Interaction Design

January 13, 2016What We WantFor every technology, there is an interface. It may be a simple, mechanical handle or a complex, digital display, but …

Incorporating Customer and User Experience Data into Holistic Journey Maps

<i>Customer journey mapping can and should serve both User Experience (UX) and Customer Experience (CX) practitioners and managers.</i><p>As Forrester Analyst …

Trends in Service Design 2016

Strategic use of service design<p>Livework has seen some early adopter clients work with us to set business strategy at a high level. Comparisons to …

This unique business model is taking over retail — and customers are saying they hate it

Look no further than Netflix, Amazon Prime, Dollar Shave Club, and Carnivore Club. It seems easy — sign up and you have a product each month, for a fixed price.<p>But at the same time, many subscription-based retailers have come under fire for not having clear disclosures about their billing practices.<p>…

Is It Time to Forget Big Data and Focus on Real People?

September 21, 2015Big data is all the rage. It’s discussed at heavily conventions all over the world and written about on blogs across industries. …

Big Data

We've become so obsessed with 'innovation' that it's now meaningless

The word "innovation" and its many derivatives have come to define the state of business today. Every company, regardless of size, the service they provide or the product they produce wants to at least be <i>perceived</i> as being innovative, regardless of the reality. In fact, the word is so over-used …

This Brilliant New Design Makes the Middle Row the Best Seat on the Plane

It speeds up boarding too.<p>The middle seat has long been the scourge of air travelers. While there aren’t really any<i>good</i> seats on a plane, the middle …

Air Travel

The Design Firm Is (Walking) Dead

But design couldn't be more alive.<p>Hey, long time no see. I'm back. Not from São Paulo anymore but straight from San Francisco, my new home. Just to …

Design

Build an Innovation Engine in 90 Days

Practically every company innovates. But few do so in an orderly, reliable way. In far too many organizations, the big breakthroughs happen despite the company. Successful innovations typically follow invisible development paths and require acts of individual heroism or a heavy dose of serendipity. …

Flames’ rookie sensation Monahan looks like the real deal

Four lockers down, Calgary Flames defenceman Shane O'Brien is watching as the crowd forms around Sean Monahan, who is receiving post-practice marching orders.<p>First, there is a photo shoot – "In sweats?" Monahan asked – followed by a telephone interview with the NHL Network.<p>Monahan is a rare species …

When Everyone Is Doing Design Thinking, Is It Still a Competitive Advantage?

Design thinking has come a long way since I wrote about it here in 2008. The most valuable company in the world places design at the center of everything it does. Designers are on the founding team of countless disruptive startups. Domains such as healthcare, education, and government have begun to …

Design

DESIGN THINKING VS. LEAN STARTUP: A... (PDF Download Available)