Customer Experience Management (CEM) is the process of managing and improving the interactions and experiences customers have with a brand across all touchpoints. This process is essential for building strong customer relationships and enhancing brand loyalty.
User Experience (UX) refers to the overall experience of a person using a product, system, or service, encompassing all aspects of the end-user's interaction. Crucial for creating products that are not only functional but also enjoyable, efficient, and satisfying to use.
Detailed, Estimated, Emergent, and Prioritized (DEEP) is an agile project management framework for a well-maintained product backlog. Important for maintaining a clear and actionable backlog in agile methodologies.
Any interaction or communication between a brand and its audience. Important for managing and optimizing all points of contact to ensure a positive brand experience.
The phenomenon where individuals' expectations about a situation influence their actual experience of that situation. Useful for understanding the influence of expectations on outcomes.
The principle stating that there is a limit to the amount of complexity that users can handle, and if designers don't manage complexity, users will. Crucial for designing user-friendly systems that manage complexity effectively.
The process of phasing out or retiring a product or feature that is no longer viable or needed. Important for managing the lifecycle of digital products and ensuring resources are allocated to more valuable initiatives.
The idea that self-control or willpower draws upon a limited pool of mental resources that can be used up. Useful for designing user experiences that consider the limitations of willpower and self-control.
The ability of a system to maintain its state and data across sessions, ensuring continuity and consistency in user experience. Crucial for designing reliable and user-friendly systems that retain data and settings across interactions.
The Principle of Disclosure is an information architecture guideline that promotes revealing information progressively as users need it. Crucial for managing complexity and preventing information overload.
The use of data and insights to understand and manage relationships with customers and prospects. Crucial for enhancing customer engagement and building stronger relationships.
The tendency for people to overestimate their ability to control events. Important for understanding user behavior and designing experiences that manage expectations.
The concept that humans have a finite capacity for attention, influencing how they perceive and interact with information. Crucial for designing user experiences that are not overwhelming and facilitate focus.
A usability testing approach where designers assume that users are easily confused and distracted, focusing on simplicity and clarity in design. Crucial for ensuring that interfaces are intuitive and easy to use under various conditions.
A cognitive bias where the pain of losing is psychologically more powerful than the pleasure of gaining. Important for designing user experiences that account for and mitigate loss aversion.
A role responsible for ensuring that products and services are delivered efficiently, on time, and within budget. Crucial for managing project timelines, resources, and stakeholder expectations.
The process of identifying, assessing, and controlling dependencies between tasks or projects to minimize risks and ensure smooth project execution. Crucial for effective project management and delivery.
A role focused on overseeing the development, launch, and lifecycle of digital products, ensuring they meet market needs and business goals. Essential for integrating digital product strategy and development.
The totality of all interactions a customer has with a brand, shaping their overall perception and relationship with the brand. Essential for building strong customer relationships and fostering brand loyalty.
Minimum Viable Experience (MVE) is the simplest version of a product that delivers a complete and satisfying user experience while meeting core user needs. Essential for rapidly validating product concepts and user experience designs while ensuring that even early versions of a product provide value and a positive impression to users.
Project Management Professional (PMP) is a globally recognized certification for project managers, awarded by the Project Management Institute (PMI). Essential for validating project management expertise and enhancing career prospects.
A hybrid Agile project management framework that combines elements of Scrum and Kanban to improve flexibility and workflow management. Useful for teams seeking to blend the structured approach of Scrum with the visual workflow of Kanban.
A comprehensive list of all content within a system, used to manage and optimize content. Essential for organizing, auditing, and improving content strategy.
An Agile project management framework that uses iterative cycles, called sprints, to deliver incremental improvements and adapt to changing requirements. Crucial for managing projects in a flexible and iterative manner, ensuring continuous improvement and responsiveness.
Happiness, Engagement, Adoption, Retention, and Task (HEART) is a framework used to measure and improve user experience success. Important for systematically evaluating and enhancing user experience.
Knowledge Organization System (KOS) refers to a structured framework for organizing, managing, and retrieving information within a specific domain or across multiple domains. Essential for improving information findability, enhancing semantic interoperability, and supporting effective knowledge management in digital environments.
A decision-making tool that helps prioritize tasks or projects based on specific criteria, such as impact and effort. Essential for effective project management and resource allocation.
Customer Experience (CX) is the overall perception and feeling a customer has when interacting with a company, its products, or services. Crucial for ensuring positive interactions with a company, driving loyalty and satisfaction.
Customer Effort Score (CES) is a metric that measures how much effort customers have to put in to interact with a product or service. Crucial for identifying friction points and improving user experience in digital products.
The practice of keeping multiple web pages open in browser tabs for future reference or action. Important for understanding user behavior and designing for multi-tab usage.
The perception of a brand in the minds of consumers, shaped by interactions and experiences with the brand. Crucial for understanding consumer perceptions and guiding brand strategy.
A technique used in software development to enable or disable features in a production environment without deploying new code, allowing for controlled feature rollouts. Essential for managing feature releases and testing in live environments.
Customer Relationship Management (CRM) is a strategy for managing an organization's relationships and interactions with current and potential customers. Essential for improving business relationships and driving sales growth.
A team structure within an organization focused on managing and integrating complex subsystems. Important for ensuring seamless integration and functionality of complex projects.
A dark pattern where it's easy to subscribe but very difficult to cancel the subscription. Awareness of this tactic is important to provide straightforward and user-friendly subscription management.
The hardware and software environment used to deploy and manage applications and services. Essential for ensuring reliable and scalable application deployment.
The practice of preserving a user's data and settings between sessions in an application. Crucial for enhancing user experience by providing continuity and personalization.
The process of breaking down decisions into smaller, manageable stages to simplify the decision-making process. Useful for guiding users through complex decisions in a structured manner.
A method of comparing two versions of a webpage or app to see which performs better in terms of user engagement or conversions. Crucial for designers and product managers to test variations and optimize user experience and performance.
A cognitive bias where people underestimate the complexity and challenges involved in scaling systems, processes, or businesses. Important for understanding the difficulties of scaling and designing systems that address these challenges.
The preferred version of a web page that search engines should index, used to avoid duplicate content issues and improve SEO. Essential for managing SEO and ensuring the correct indexing of web pages.
A visual representation of the stages a sales opportunity goes through, helping to track progress and forecast revenue. Important for managing sales processes and predicting future sales.
A strategic framework that designs user experiences to guide behavior and decisions towards desired outcomes. Crucial for creating effective and ethical influence in digital interfaces.
A product development approach where teams start with the desired customer experience and work backwards to determine what needs to be built to achieve that outcome. Essential for ensuring that product development is aligned with customer needs and expectations.
A phenomenon where vivid mental images can interfere with actual perception, causing individuals to mistake imagined experiences for real ones. Important for ensuring that marketing and product design set realistic user expectations to avoid disappointment and maintain brand integrity.
The main brand in a brand architecture that houses sub-brands or extensions. Crucial for providing overarching brand identity and consistency across sub-brands.
A technique that visualizes the process users go through to achieve a goal with a product or service. Essential for identifying pain points and optimizing user interactions to improve overall experience.
The planning, development, and management of content to meet business and user needs, ensuring consistency and effectiveness across all channels. Essential for creating cohesive and impactful content that aligns with business goals and user needs.
A theory that explains how individuals determine the causes of behavior and events, including the distinction between internal and external attributions. Crucial for understanding user behavior and designing experiences that address both internal and external factors.
The ability to intuitively understand what makes a product successful, including market needs, user experience, and competitive landscape. Important for making informed decisions that lead to successful product development.
A cognitive bias where the perception of one positive trait influences the perception of other unrelated traits. Important for designers to manage and utilize this bias effectively in user experience design.
A Japanese term meaning "the real place," used in Lean management to describe the place where value is created. Important for understanding the actual processes and identifying areas for improvement.
Responsive Web Design (RWD) is an approach to web design that makes web pages render well on a variety of devices and window or screen sizes. Essential for creating flexible, adaptive web experiences that maintain functionality and aesthetics across different platforms and devices.
Interaction Design (IxD) focuses on creating engaging interfaces with well-thought-out behaviors. Crucial for ensuring intuitive and effective user interactions.
The risk that users will find the product difficult or confusing to use, preventing them from effectively utilizing its features. Crucial for making sure the product is user-friendly and intuitive, enhancing the user experience and adoption.
A set of standards and guidelines used to ensure the integrity, security, and compliance of business processes and IT systems. Important for establishing robust governance and control mechanisms in digital product design and development.
A cognitive bias where individuals interpret others' behaviors as having hostile intent, even when the behavior is ambiguous or benign. Important for understanding user interactions and designing experiences that mitigate negative interpretations.
A methodology that promotes iterative development, collaboration, and flexibility to adapt to changing requirements. Crucial for product managers and development teams to deliver high-quality products efficiently.
A dark pattern where users are shown a preview of content that is then gated behind a paywall or sign-up. It's crucial to avoid this misleading practice and be transparent about access requirements.
A web-based interface that allows customers to find information and perform tasks without needing assistance from a customer service representative. Essential for improving customer experience and reducing support costs.