Customer Self-Service
A system that allows customers to access information and perform tasks on their own without the need for assistance from customer service representatives. Important for improving customer experience and reducing support costs.
405 topics found for:
“user support”
User Autonomy
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.
UCD
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.
Contextual Help
In-product assistance provided within the context of a specific task or screen, tailored to the user's current needs. Important for enhancing user experience by providing timely and relevant assistance.
Microcopy
Small bits of text in user interfaces, such as instructions, labels, and error messages, that help guide users through interactions. Essential for enhancing user experience and providing clear guidance.
Friction
Elements in a process that cause resistance or slow down user actions, which can lead to frustration or be used intentionally to prevent errors and encourage deliberate actions. Important for recognizing both the negative impact of unnecessary delays and the positive use of intentional friction to enhance user decision-making and reduce errors.
Wizard
A step-by-step guide that helps users complete a complex task by breaking it down into manageable steps. Crucial for improving usability and ensuring users can successfully complete multi-step processes.
Coach Marks
Visual cues or instructions integrated into an interface to guide users on how to use certain features or functionalities. Important for improving user onboarding and enhancing the user experience.
Mere Exposure Effect
A psychological phenomenon where people develop a preference for things simply because they are familiar with them. Crucial for designing user experiences that leverage familiarity to increase user comfort and satisfaction.
ASE
Application Support Engineer (ASE) is a professional responsible for maintaining and supporting software applications, ensuring their availability and performance. Crucial for ensuring the reliability and user satisfaction of digital products through effective support and maintenance.
Retention
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.
User Scenarios
Narrative descriptions of how users might interact with a product or system to achieve specific goals, used to inform design and development. Important for understanding user needs and ensuring the design supports their tasks and goals.
User Story
A simple description of a feature from the perspective of the user, typically used in Agile development to capture requirements and guide development. Crucial for ensuring that development efforts are aligned with user needs and priorities.
User Interviews
A qualitative research method involving direct conversations with users to gather insights into their needs, behaviors, and experiences. Essential for gaining deep insights into user perspectives and informing design decisions.
User Flow
The path taken by a user to complete a task on a website or application, including all the steps and interactions along the way. Essential for designing intuitive and efficient user experiences.
User Empowerment
The process of enabling users to take control of their interactions with a product or system, enhancing their confidence and satisfaction. Crucial for designing systems that provide users with the tools and information they need to make informed decisions.
User Control
The ability of users to influence the behavior and outcomes of a system or product, allowing them to interact with it according to their preferences. Essential for creating user-friendly interfaces that allow for flexibility and customization.
User Research Canon
A set of fundamental principles and guidelines that inform and shape user research practices. Crucial for maintaining consistency and ensuring high-quality user insights.
UX
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.
Maintaining State
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.
Seven Stages of Action
A model by Don Norman outlining the cognitive steps users take when interacting with a system: goal formation, planning, specifying, performing, perceiving, interpreting, and comparing. Important for designing user-friendly and effective products by understanding and supporting user behavior at each stage.
Continuous Discovery
An ongoing process of learning about user needs and validating assumptions through continuous research and experimentation. Crucial for staying responsive to user needs and improving products iteratively.
Recognition Over Recall
A design principle that suggests interfaces should minimize the need for users to recall information from memory, instead providing cues to aid recognition. Essential for creating user-friendly interfaces that reduce cognitive load and improve usability.
Needy Patterns
UI patterns that excessively demand user attention, often interrupting the user experience. Important for identifying and avoiding practices that can frustrate or annoy users.
Persona
A fictional character created to represent a user type that might use a site, brand, or product in a similar way, guiding design decisions. Essential for user-centered design, ensuring that products meet the needs of target users.
Interaction Modeling
The process of creating representations of how users will interact with a system, including the flow of interactions and the overall experience. Crucial for planning and optimizing user interactions and experience.
Interaction Cost
The effort required for users to complete a task or interaction within a system. Essential for optimizing usability and minimizing user effort.
Microinteractions
Small, functional animations or responses in a user interface that enhance user experience and feedback. Crucial for enhancing user experience through attention to detail and providing immediate feedback.
Card Sorting
A user research technique where participants organize information into categories to inform information architecture and design. Essential for creating intuitive information architectures and improving user experience.
Trigger
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.
Backstage
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.
Heat Map
A data visualization technique that shows the intensity of data points with varying colors, often used to represent user interactions on a website. Essential for understanding user behavior and identifying areas of interest or concern in digital product interfaces.
Scent Trail
The path or sequence of actions users follow based on information scent to find their desired information. Crucial for understanding user behavior and optimizing content discovery paths.
Predictive Design
A design approach that uses data, algorithms, and predictive analytics to anticipate user needs and behaviors, creating more personalized and effective experiences. Crucial for enhancing user experience through anticipation and personalization.
Pogo Sticking
A behavior where users repeatedly bounce back and forth between a search engine results page and individual search results. Important for identifying issues in search result relevancy and user satisfaction.
Usability Risk
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.
Micro-Incentive
Small rewards or incentives given to users to encourage specific behaviors or actions. Important for motivating user engagement and fostering desired behaviors.
JTBD
Jobs-To-Be-Done (JTBD) is a framework that focuses on understanding the tasks users are trying to accomplish with a product, emphasizing their goals and motivations over product features. Crucial for designing products that meet real user needs and motivations.
IxD
Interaction Design (IxD) focuses on creating engaging interfaces with well-thought-out behaviors. Crucial for ensuring intuitive and effective user interactions.
Product Engagement Score
A metric that measures how engaged users are with a product, often based on usage frequency, feature adoption, and user feedback. Crucial for assessing user satisfaction and identifying areas for improvement in the product experience.
Behavioral Product Design
Designing products that leverage behavioral science to influence user behavior in positive ways. Crucial for creating products that are effective in shaping user behavior and improving engagement.
m17n
Numeronym for the word "Multilingualization" (M + 17 letters + N), enabling a product or system to support multiple languages, allowing users to switch between languages as needed. Crucial for ensuring smooth adaptation to various languages.
Information Scent
The cues and hints that users follow to find information online, based on perceived relevance and usefulness. Important for designing intuitive navigation and content structures that align with user expectations.
Story Mapping
A visual exercise that helps product teams understand and prioritize features by organizing user stories into a cohesive narrative that aligns with user journeys and goals. Essential for planning and prioritizing product features and ensuring alignment with user needs.
Information Aversion
The tendency to avoid information that one perceives as potentially negative or anxiety-inducing. Important for designing experiences that encourage information-seeking behavior.
Paper Prototyping
A method of creating and testing user interfaces using hand-drawn sketches and mockups on paper. Essential for early-stage design validation and gathering user feedback.
Maslow’s Hierarchy of Needs
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.
Collaborative Filtering
A recommendation system technique that makes predictions about user interests based on preferences from many users. Essential for personalizing user experiences and improving recommendation accuracy.
Subscription Trap
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.
Photo Study
A research method where participants take photographs of their activities, environments, or interactions to provide insights into their behaviors and experiences. Important for gaining in-depth, visual insights into user contexts and behaviors.
Mental Accounting
A behavioral economics concept where people categorize and treat money differently depending on its source or intended use. Crucial for understanding financial behavior and designing systems that align with users' mental accounting practices.
Product Discovery
The process of identifying user needs and market opportunities to inform the development of new products or features. Crucial for ensuring that products are user-centered and meet real market demands.
Thick Data
Qualitative data that provides insights into the context and human aspects behind quantitative data. Crucial for gaining deep insights into user behaviors and motivations.
Wayfinding
The process of designing intuitive navigation systems within a digital product that help users easily understand their current location, navigate to desired destinations, and efficiently complete tasks. Crucial for enhancing user experience, reducing cognitive load, and ensuring users can achieve their goals seamlessly.
Multi-Modal Interfaces
Interfaces that use multiple forms of interaction, such as visual, auditory, and tactile, to enhance user experience and accessibility. Essential for creating accessible and engaging user experiences across different sensory modalities.
d11n
Numeronym for the word "Documentation" (D + 11 letters + N), creating detailed records and instructions to support the development, use, and maintenance of systems or products. Crucial for ensuring users and developers understand and properly use the system or product.
Clickstream Analysis
The process of collecting, analyzing, and reporting aggregate data about which pages a website visitor visits and in what order. Essential for understanding user behavior and improving website navigation and content.
Copilot
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.
Principle of Choices
The Principle of Choices is an information architecture guideline that emphasizes providing users with meaningful options to navigate and interact with a system. Crucial for enhancing user experience by ensuring users can easily find what they need without being overwhelmed.
Decision Staging
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.