An approach to design that considers the entire user journey and all touchpoints, ensuring a seamless and cohesive experience. Crucial for creating integrated and satisfying user experiences across multiple channels and interactions.
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.
The first interaction or touchpoint a user has with a product or service, crucial for making a strong first impression. Crucial for designing engaging and intuitive initial user experiences.
The initial interaction a customer has with a brand. Important for understanding the beginning of the customer journey.
The practice of designing products, services, and environments with a focus on the overall user experience. Essential for creating holistic and meaningful interactions.
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.
The complete set of experiences that customers go through when interacting with a company, from initial contact to post-purchase. Essential for understanding and optimizing each touchpoint in the customer lifecycle.
Moment of Truth (MoT) refers to any instance where a customer interacts with a brand, product, or service in a way that leaves a significant impression. Crucial for identifying key touchpoints in the customer journey and optimizing them to enhance overall user experience and brand perception.
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.
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.
Any process or administrative barrier that unnecessarily complicates transactions and creates friction, discouraging beneficial behaviors. Important for identifying and eliminating unnecessary obstacles that hinder user experiences.
The ability to use learned knowledge and experience, often increasing with age and accumulated learning. Important for understanding how expertise and knowledge accumulation impact design and decision-making.
The process of guiding new users through the initial stages of using a product or service, helping them become familiar with its features and benefits. Essential for enhancing user retention and satisfaction by ensuring a smooth introduction to the product.
A usability test to see what impression users get within the first 10 seconds of interacting with a product or page. Important for designers to quickly gauge initial user impressions and improve immediate engagement.
A prompt or cue that initiates a behavior or response, often used in behavior design to encourage specific actions. Crucial for designing systems that effectively prompt desired user behaviors.
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.
A usability test where users are shown a design for 5 seconds to measure recall and initial reactions. Important for designers to test how well key information and elements are conveyed quickly to users.
A research method that focuses on understanding phenomena through in-depth exploration of human behavior, opinions, and experiences, often using interviews or observations. Essential for gaining deep insights into user needs and behaviors to inform design and development.
Time to Value (TTV) is a metric that measures the time it takes for a customer to realize the value of a product or service after purchase. Crucial for optimizing customer satisfaction and improving business outcomes.
A research method that focuses on collecting and analyzing numerical data to identify patterns, relationships, and trends, often using surveys or experiments. Essential for making data-driven decisions and validating hypotheses with statistical evidence.
A role focused on driving user acquisition, engagement, and retention through data-driven strategies and experiments. Essential for scaling products and optimizing user growth.
Anchoring (also known as Focalism) is a cognitive bias where individuals rely heavily on the first piece of information (the "anchor") when making decisions. Crucial for understanding and mitigating initial information's impact on user decision-making processes.
Return on Investment (ROI) is a performance measure used to evaluate the efficiency or profitability of an investment or compare the efficiency of different investments. Crucial for assessing the financial effectiveness of business decisions, projects, or initiatives.
Web Accessibility Initiative û Accessible Rich Internet Applications (WAI-ARIA) is a set of guidelines for making web content and applications accessible. Essential for ensuring web accessibility and inclusivity for people with disabilities.
Web Accessibility Initiative (WAI) is a program developed by W3C to improve web accessibility. Essential for creating guidelines and resources to help make the web accessible to people with disabilities.
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.
A usability testing method that measures the first click users make on a webpage to determine if they can successfully navigate to their goal. Essential for evaluating and improving the navigational structure of a website.
The integration of digital technology into all areas of a business, fundamentally changing how it operates and delivers value to customers. Essential for staying competitive and relevant in a rapidly evolving digital landscape.
A design technique that involves showing only essential information initially, revealing additional details as needed to prevent information overload. Crucial for creating user-friendly interfaces that enhance usability and reduce cognitive load.
An AI-driven assistant or tool that helps users accomplish tasks more efficiently, often by providing suggestions and automating routine actions. Important for enhancing productivity and user experience through AI assistance.
A Gestalt principle stating that elements moving in the same direction are perceived as a group or a single entity. Crucial for creating visual designs that effectively convey movement and relationships.
The study of computers as persuasive technologies, focusing on how they can change attitudes or behaviors. Important for designing systems that effectively influence user behavior ethically.
Proof of Concept (PoC) is a demonstration, usually in the form of a prototype or pilot project, to verify that a concept or theory has practical potential. Crucial for validating ideas, demonstrating feasibility, and securing support for further development in product design and innovation processes.
A change management strategy that aligns people, process, and technology initiatives to improve performance and achieve business goals. Crucial for adapting to market changes and ensuring the organization's long-term success.
The percentage of users who take a specific action that signifies they are engaging with a product or service. Important for measuring user engagement and the effectiveness of onboarding processes.
The use of HTML tags to convey the meaning of content on web pages, improving accessibility and search engine optimization. Essential for creating accessible and SEO-friendly web content.
The practice of promoting and defending the value of design within an organization or community. Crucial for ensuring that design considerations are prioritized and integrated into decision-making processes.
Minimum Viable Product (MVP) is a version of a product with just enough features to be usable by early customers who can then provide feedback for future product development. Essential for validating product ideas quickly and cost-effectively, allowing teams to learn about customer needs without fully developing the product.
Practical applications of behavioral science to understand and influence human behavior in various contexts. Crucial for applying scientific insights to design and improve user experiences and outcomes.
Accessible Rich Internet Applications (ARIA) is a set of attributes that enhance the accessibility of web content for people with disabilities. Essential for making web applications more usable and inclusive.
Large Language Model (LLM) is an advanced artificial intelligence system trained on vast amounts of text data to understand and generate human-like text. Essential for natural language processing tasks, content generation, and enhancing human-computer interactions across various applications in product design and development.
The tendency to favor people who are similar to oneself in terms of background, beliefs, or interests. Important for recognizing and mitigating bias in user research and team dynamics.
A Lean methodology concept identifying seven types of waste in processes to improve efficiency. Valuable for product managers and engineers to optimize processes and eliminate inefficiencies.
A project or venture that starts from scratch, with no constraints imposed by prior work, enabling innovation and flexibility in development. Essential for recognizing opportunities for innovation and fresh development in business initiatives.
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.
Web Content Accessibility Guidelines (WCAG) are a set of guidelines developed by WAI to make web content more accessible. Essential for ensuring that websites are usable by individuals with disabilities, thereby promoting inclusivity and compliance with accessibility standards.
User Acceptance Testing (UAT) is the final phase of the software testing process where actual users test the software to ensure it meets their requirements. Crucial for validating that the software functions correctly in real-world scenarios before its release.
Quantitative data that provides broad, numerical insights but often lacks the contextual depth that thick data provides. Useful for capturing high-level trends and patterns, but should be complemented with thick data to gain a deeper understanding of user behavior and motivations.
A cognitive bias where individuals favor others who are perceived to be similar to themselves, affecting judgments and decision-making. Crucial for understanding biases in team dynamics and decision-making processes among designers.
A research approach that starts with a theory or hypothesis and uses data to test it, often moving from general to specific. Essential for validating theories and making informed decisions based on data.
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 likelihood that a customer will continue to buy from a particular company or brand over time. Crucial for maintaining a stable customer base and ensuring long-term business success.
A group of stakeholders that regularly meet to discuss and guide the development and strategy of a product or product line. Crucial for ensuring diverse input and alignment on product strategy and decisions.
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.
A preliminary testing phase conducted by internal staff to identify bugs before releasing the product to external testers or customers. Crucial for ensuring product quality and functionality before broader release.
Joint Application Development (JAD) is a collaborative approach to gathering requirements and designing solutions in software development projects. It facilitates rapid decision-making and consensus-building by bringing together key stakeholders, including users, developers, and project managers, in structured workshop sessions.
Attention, Interest, Desire, Action (AIDA) is a marketing model that outlines the stages a consumer goes through from awareness to decision. Crucial for creating effective marketing strategies and campaigns.