Customer Experience Design Consultant
User-centered Design Archive
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Example: Audience Needs Workshop
One of my newest clients, a mortgage servicer, engaged me to help refine how they communicate with their audience—homeowners in a foreclosure situation. For me, this…
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Quick List of UX Resources
I recently pulled together this quick list of UX resources for a colleague. It is NOT comprehensive, but since I took the time to gather…
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We can skip talking to the customers…
As a consultant, I’ve hit a brick wall. Why are businesses so adverse to completing customer interviews? On the business side, how do you feel about this issue?
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The Devil is in the Details: How a password reset lost a customer.
It’s not just the functional design of interactions, but how you handle the customer when they fail, that determines your customer retention success.
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Case Study: UX Strategy for Energy Retailer
Facing significant awareness and educational challenges, I helped this business to business energy retailer approach the small business segment with a consumer-colored glasses…
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Case Study: Children’s Hospital of Pittsburgh Information Architecture
CHP’s website grew organically resulting in a rich repository of clinical content that was difficult to navigate. I helped re-architect CHP.edu from the user’s point of view, creating a final user experience based on three types of patient families and how they use the site.
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Online Publication Best Practices Review
Recently, I completed an online assessment for a publisher. To get started, I searched for a consolidated “best practices” review of online publications but could…
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Two Out of Three Ain’t Bad… Email Deliverability
Was it technical issues, SPAM problems or user behavior causing our registrations for a new Web initiative to only reach 75%? See what we discovered……
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Podcasts from the IA Summit
Enjoy the IA Summit podcasts produced by Boxes & Arrows: Opening Keynote, Dan Roam: http://bit.ly/cMGKnA Keynote, Richard Saul Wurman: http://bit.ly/dt9E50 Day 1 Sessions: http://bit.ly/co9EZx Day…
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Insights from IA Summit
Enjoying my three days at IA Summit in Phoenix, iasummit.org or #ias10; here’s some of my favorite quips! (paraphrased) Usability is CAN they; Pathos is…
