The process of maintaining, updating, and improving a product or system after its initial deployment to ensure its continued functionality, performance, and relevance to users. Crucial for ensuring long-term user satisfaction, product reliability, and adaptation to changing user needs and technological advancements.
The observed tendency of humans to quickly return to a relatively stable level of happiness despite major positive or negative events or life changes. Useful for designing experiences that maintain user engagement and satisfaction over time.
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 cognitive bias where individuals give stronger weight to payoffs that are closer to the present time compared to those in the future. Important for understanding user time-related decision-making and designing systems that encourage long-term thinking.
The ability of a product or service to keep users engaged and returning over time, often measured by metrics such as retention rate. Crucial for evaluating user loyalty and the long-term success of a product.
CSM (Customer Success Management) is a business methodology focused on ensuring customers achieve their desired outcomes while using a product or service. Crucial for driving customer retention and satisfaction.
Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction based on their likelihood to recommend a product or service to others. Crucial for gauging overall customer sentiment and predicting business growth through customer advocacy.
The degree to which a product or system can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use. Essential for creating products that are easy to use and meet user needs effectively.
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.
The drive to perform an activity for its inherent satisfaction rather than for some separable consequence. Crucial for designing experiences that engage users through inherent enjoyment and interest.
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.
The process of exceeding customer expectations to create a positive emotional reaction. Important for building customer loyalty and enhancing brand reputation.
The process of fundamentally changing how a service is delivered to improve efficiency, user satisfaction, and overall effectiveness. Essential for enhancing service delivery and aligning it with modern user needs and expectations.
The degree to which users feel they have control over their actions and decisions when interacting with a product or system. Crucial for designing systems that empower users and enhance their sense of control and satisfaction.
A framework inspired by Maslow's Hierarchy of Needs, applied to user experience design, prioritizing basic functionality and reliability before enhancing usability and delight. Essential for creating well-rounded and satisfying user experiences.
The degree to which a product satisfies strong market demand, often considered a key indicator of a product's potential for success. Essential for validating the viability of a product in the market and guiding strategic decisions.
A cognitive bias where people disproportionately prefer smaller, immediate rewards over larger, later rewards. Important for understanding and designing around user decision-making and reward structures.
A dark pattern where additional costs are only revealed at the last step of the checkout process. It's essential to avoid this tactic and promote transparent pricing to build user trust.
A dark pattern where availability is falsely limited to pressure users into making a purchase. Awareness of this deceptive practice is important to provide honest information about product availability.
The practice of selling additional products or services to an existing customer. Essential for increasing revenue and enhancing customer value.
The commitment a brand makes to its customers about the quality and experience they can expect. Essential for building trust and setting customer expectations.
A dark pattern where the cancellation process is intentionally complicated to discourage users from canceling. Designers must avoid complicating cancellations and respect user decisions with a straightforward process.
A dark pattern where a free trial ends and the user is automatically charged without warning. Designers should avoid this practice and ensure users are clearly informed about charges to maintain ethical standards.
A behavior change method that encourages the adoption of small, easy-to-do habits that can lead to larger, sustainable behavior changes. Important for designing systems that support gradual and sustainable behavior change.
A dark pattern where users are unknowingly signed up for a recurring subscription. Awareness of this tactic is important to ensure transparent subscription services and prevent deceptive charges.
A schedule of reinforcement where a desired behavior is reinforced every time it occurs, promoting quick learning and behavior maintenance. Important for designing systems that encourage consistent user behavior.
The process of identifying, assessing, and mitigating potential threats that could impact the success of a digital product, including usability issues, technical failures, and user data security. Essential for maintaining product reliability, user satisfaction, and data protection, while minimizing the impact of potential design and development challenges.
A dark pattern where users think they are going to take one action, but a different, undesirable action happens instead. Designers must avoid this deceptive practice and be aware of its impact to ensure transparent user interactions.
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.
UI/UX design tactics that intentionally manipulate users into taking actions they might not otherwise take. Important for recognizing and avoiding unethical design practices.
A dark pattern where a product sneaks an additional item into the user's shopping cart, often through a pre-selected checkbox. Designers should avoid this practice and ensure users have full control over their purchases to maintain trust.
The rate at which customers stop using a product or service, often used as a metric to measure customer retention. Crucial for understanding customer behavior and improving retention strategies.
A social norm of responding to a positive action with another positive action, fostering mutual benefit and cooperation. Important for designing user experiences and systems that encourage positive reciprocal interactions.
A business strategy where the product itself is the primary driver of customer acquisition, retention, and expansion, often through user experience and engagement. Essential for leveraging the product to drive business growth and achieve market success.
The process of continuously improving a product's performance, usability, and value through data-driven decisions and iterative enhancements. Crucial for ensuring that a product remains competitive and meets evolving user needs.
A dark pattern where practices are used to make it hard for users to compare prices with other options. It's essential to avoid this tactic and promote fair competition by allowing users to make informed decisions.
A dark pattern where options that benefit the service provider are pre-selected for the user. Designers should avoid default selections and ensure users make active choices that are in their best interest.
A persuasion strategy that involves getting a person to agree to a small request to increase the likelihood of agreeing to a larger request later. Crucial for building user commitment and enhancing marketing and sales strategies.
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.
The percentage of users who continue to use a product or service over a specified period, indicating user loyalty and engagement. Essential for assessing the effectiveness of user retention strategies and improving user experience.
A dark pattern where users are tricked into confirming a subscription through misleading language or design. It's crucial to avoid misleading users and ensure clear communication about subscription terms and conditions.
The process of running a system for an extended period to detect early failures and ensure reliability. Important for ensuring the stability and performance of digital products before full-scale deployment.
A dark pattern where options to opt out or cancel services are deliberately hidden or made difficult to find. It's essential to avoid hiding options and provide clear, accessible choices for users to manage their preferences.
A dark pattern where repetitive notifications or prompts are used to wear down user resistance. Recognizing the annoyance of this tactic is important to maintain respectful user interactions and avoid interruptions.
A dark pattern where users are forced to sign up for an account to complete a basic task. Designers should avoid this practice and provide optional account creation to respect user preferences.
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.
A cognitive bias where people ascribe more value to things merely because they own them. Useful for understanding user attachment and designing persuasive experiences.
A user experience that feels consistent and unified across different elements and touchpoints. Crucial for ensuring a seamless and engaging user journey.
A cognitive bias where individuals overestimate their ability to control impulsive behavior, leading to overexposure to temptations. Important for designing systems that help users manage self-control and avoid overexposure to temptations.
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 tendency to overestimate how much our future preferences and behaviors will align with our current preferences and behaviors. Important for understanding user behavior and designing experiences that account for changes over time.
The difference between a brand's desired perception and the actual perception held by consumers. Important for identifying areas of improvement and aligning brand strategy with consumer expectations.
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.
A design approach that predicts user needs and actions to deliver proactive and personalized experiences. Crucial for creating seamless and intuitive user experiences.
The emotional attachment an employee feels toward their organization, which influences their desire to stay. Useful for understanding employee retention and motivation in organizational design and management.
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 risk that the product being developed will not deliver sufficient value to the users, meaning it won't meet their needs or solve their problems. Critical for ensuring the product will be desirable and valuable to the users, which is essential for its success.
A type of usability testing conducted during the design process to identify issues and improve the design iteratively. Crucial for refining designs and ensuring usability before final release.
User-Centered Design (UCD) is an iterative design approach that focuses on understanding users' needs, preferences, and limitations throughout the design process. Crucial for creating products that are intuitive, efficient, and satisfying for the intended users.
A dark pattern where questions are worded in a way that tricks the user into giving an answer they didn't intend. Recognizing the harm of this practice is important to maintain clarity and honesty in user interactions.