Evaluate your journey map to identify low and high points, failures in setting expectations, unnecessary steps, channel transitions, and moments of truth.
Customer Experience (CX) and User Experience (UX) are two common terms that mostly mean the same thing but have different connotations. Whatever your preferred term, it's important to consider design at 3 levels of experience.
Narrow- and broad-scope personas achieve different goals. Success depends on knowing the tradeoffs and structuring personas’ scope based on your end goal.
When you are in the early stages of designing a user experience flow, use scenario mapping to work out how different personas will use the proposed design to solve their tasks.
Customer visits and other field studies to observe users in their natural habitat are one of the most important user research methods. This video covers the 4 basic steps to prepare and carry out ethnographic-style research, preferably early in the UX design process.
