The practice of planning and organizing people, infrastructure, communication, and material components of a service to improve its quality and the interaction between service providers and customers. Essential for creating effective and user-centered service experiences.
The level of sophistication and integration of design practices within an organization's processes and culture. Essential for assessing and improving the effectiveness of design in driving business value and innovation.
A detailed diagram that visualizes the processes, touchpoints, and interactions involved in delivering a service, helping to identify areas for improvement. Crucial for optimizing service delivery and ensuring a seamless user experience.
The practice of designing products, services, and environments with a focus on the overall user experience. Essential for creating holistic and meaningful interactions.
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.
The application of behavioral science principles to design products that influence user behavior in a desired way. Crucial for creating products that effectively guide user behavior and improve outcomes.
The process where design services and outputs become standardized and interchangeable, often leading to competition based primarily on price rather than quality or creativity. Important for understanding market trends and pressures that reduce the perceived value and uniqueness of design work, impacting pricing and differentiation strategies.
The design of interactive digital products, environments, systems, and services. Crucial for creating engaging and user-friendly digital experiences.
The practice of deeply understanding and sharing the feelings of users to create products and services that truly meet their needs. Crucial for creating user-centered designs that resonate with users' emotions and experiences.
Elements of a service or product that are not visible to the user but are essential for delivering the front-stage experience. Crucial for understanding and designing the full user experience, including behind-the-scenes elements.
Human-Centered Design (HCD) is an approach to problem-solving that involves the human perspective in all steps of the process. It ensures designs are user-friendly and meet actual user needs.
Interaction Design (IxD) focuses on creating engaging interfaces with well-thought-out behaviors. Crucial for ensuring intuitive and effective user interactions.
A dark pattern where it's easy to get into a situation but hard to get out of it, such as signing up for a service but finding it difficult to cancel. Awareness of this tactic is crucial to design fair user experiences with straightforward entry and exit points.
The parts of a service or product that are visible to and interact with the user, as opposed to the backstage operations. Important for designing user experiences that are engaging and effective.
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 high-level structure of a software application, defining its components and their interactions. Essential for designing robust, scalable, and maintainable digital products.
The practice of guiding and inspiring teams to create effective, user-centered design solutions that align with business goals. Crucial for fostering a culture of innovation, collaboration, and excellence in design practices within organizations.
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.
A framework that incorporates privacy considerations into the design and development of products and services from the outset. Crucial for ensuring user privacy and compliance with data protection regulations.
A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that defines the level of service expected. Essential for setting clear expectations and responsibilities, ensuring quality and reliability.
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 ability to understand and share the feelings of customers, crucial for creating user-centered designs and experiences. Crucial for designing products that truly meet user needs and expectations.
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 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.
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.
A research process used to identify and understand the underlying needs of users to inform the design of products and services. Essential for creating user-centered designs that address real user needs.
A phenomenon where users perceive greater value in a service or product if they believe more effort was involved in its creation or delivery. Important for enhancing perceived value and user satisfaction.
Representational State Transfer (REST) is an architectural style for designing networked applications based on stateless, client-server communication. Essential for building scalable and efficient web services.
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.
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.
A navigation design pattern where users follow a specific order of steps or stages to complete a task, often used in forms, surveys, and instructional guides. Essential for guiding users through processes in a clear and structured manner, improving usability.
A psychological theory proposed by Abraham Maslow that outlines a five-tier model of human needs, ranging from basic physiological needs to self-actualization. Crucial for designing products and services that address various levels of user needs.
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 collaborative process spanning multiple stages of product/service development where stakeholders, including users, actively participate in the design and development of products or services. Crucial for creating products that meet user needs and foster innovation.
A team focused on designing and improving the user experience across products and services. Essential for ensuring cohesive and high-quality user experiences.
Information provided by users about their experience with a product, used to inform improvements and adjustments. Crucial for continuous improvement and user-centered design.
An organization that applies behavioral science to policy and practice to improve public services and outcomes. Important for understanding practical applications of behavioral science in policy and public services.
A pop-up dialog that appears when a user attempts to leave a page or application, which can be used to prevent loss of progress or data, or to confirm user intent. While it can be used ethically to prevent data loss or confirm actions, designers must avoid using it to deceive, delay, block, or interfere with the user's intent, thus ensuring it does not become a dark pattern.
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.
A professional responsible for designing and managing data structures, storage solutions, and data flows within an organization. Important for ensuring efficient data management and supporting data-driven decision-making in digital product design.
Quality Function Deployment (QFD) is a method used to transform customer needs into engineering characteristics for a product or service. Essential for ensuring that customer requirements are systematically incorporated into the design and development process.
Business Process Execution Language (BPEL) is a language for specifying business process behaviors based on web services. Important for defining and automating complex business processes in digital product workflows.
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.
Research aimed at exploring and identifying new opportunities, needs, and ideas to inform the design process. Essential for discovering user insights and guiding innovative design solutions.
The psychological phenomenon where people prefer options that are not too extreme, but just right. Crucial for designing products and experiences that cater to the majority preference.
A psychological phenomenon where people follow the actions of others in an attempt to reflect correct behavior for a given situation. Essential for designing interfaces and experiences that leverage social influence to guide user behavior and increase trust and engagement.
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.
The practice of managing and resolving incidents that disrupt normal operations, ensuring minimal impact on business activities. Essential for maintaining service reliability and managing operational disruptions effectively.
A cognitive bias where one negative trait of a person or thing influences the perception of other traits. Important for designing experiences that counteract or mitigate negative biases in user perception.
The design of products, devices, services, or environments for people with disabilities or specific needs. Crucial for creating inclusive products that can be used by everyone, including those with disabilities.
The phenomenon where individuals' expectations about a situation influence their actual experience of that situation. Useful for understanding the influence of expectations on outcomes.
A framework for designing habit-forming products that includes four phases: Trigger, Action, Variable Reward, and Investment. Crucial for creating engaging and sticky user experiences.
The practice of setting defaults in decision environments to influence outcomes, often used in behavioral economics and design. Crucial for creating user experiences that encourage beneficial behaviors through preselected options.
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.
Messenger, Incentives, Norms, Defaults, Salience, Priming, Affect, Commitment, and Ego (MINDSPACE) is a framework used to understand and influence behavior. Crucial for designing interventions that effectively influence user behavior.
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.
The tendency to avoid information that one perceives as potentially negative or anxiety-inducing. Important for designing experiences that encourage information-seeking behavior.
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.
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 value or satisfaction derived from a decision, influencing the choices people make. Crucial for understanding user preferences and designing experiences that maximize satisfaction.