Businesses must shift their focus from a narrow, product-level view of UX to a holistic one that spans a customer's lifelong experience.
Study your users’ real-life behaviors and make data-informed design decisions
Kim Flaherty
Guest Speaker at NN/G, Experience Design and Journey-Management Consultant
Kim Flaherty is an experience design and journey-management consultant working independently through her consultancy, Resonant XD.
She specializes in omnichannel customer experience, customer-journey management, and CX transformation. Through her work, Kim helps organizations operationalize journey-centric design practices to turn CX insights into coordinated action across functional groups and digital product teams.
A seasoned researcher, speaker, and author, she spent nearly a decade as an Experience Specialist at Nielsen Norman Group, where she conducted industry-leading research, developed thought leadership, and advised organizations across a broad range of industries.
Kim began her career as a software developer before earning a Master’s degree in Human-Computer Interaction from Iowa State University. Prior to her time at NN/G, she held a variety of UX roles in corporate and agency environments. She is based in Kansas City, Missouri.
Courses taught by Kim
Courses taught by Kim
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Analytics and User Experience
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Customer Journey Management
Build a crossfunctional journey-centric design approach that scales
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Design Tradeoffs and UX Decision-Making
Enhance your judgment and resolve tough design challenges
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Omnichannel Journeys and Customer Experience
Create a seamless, cohesive cross-channel experience
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Personas: Turn User Data Into User-Centered Design
Create, maintain, and utilize personas throughout the UX design process
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User Interviews
Uncover in-depth, accurate insights about your users
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Web Page UX Design
Strategically combine content, visuals, and interactive components to design successful web pages
Publications
Publications
Reports
Ecommerce User Experience (6 reports)
More about Kim
More about Kim
Experience
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Berkley Technology Services
User Experience Designer -
VML
Senior User Experience Architect -
Principal Financial Group
IT Application Analyst Lead
Education
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M.S. Human-Computer Interaction
Iowa State University -
B.S. Computer Science
Central College