It’s a time-worn cliché. Businesses are so busy serving customers that they often neglect to improve the experiences of their own employees. Enter Digital Employee Experience design or DEX.
Over the past 30+ years, Magnani has had the pleasure of working with clients across a variety of industries—from health care to hospitality, industrial equipment to medical devices, household cleaning products to sporting goods, dining cruises to the world’s most highly traded financial derivatives contracts, just to name a few. Each engagement has broadened our collective perspectives while confirming one underlying truth: Regardless of emerging trends, ongoing changes in technologies or the idiosyncrasies of individual markets, the fundamentals of human nature remain constant.
Today, more than ever, keeping people engaged, interested and motivated is very challenging for brands and organizations. In an Uber-fied world, expectations are high for seamless user experiences with intuitive navigation and telegraphic content that gets to the point quickly. Yet, many companies continue to overcommunicate, drowning people in text-heavy content and clumsy digital journeys that require 10 clicks and 10 screens that read like white papers, putting a spin on the adage, would you prefer a picture or a thousand words?
Autonomous Sensory Meridian Response (ASMR) refers to a tingling, or at least pleasant, sensation some people feel when they hear what can be best described as soft scraping, tapping or rustling sounds. Most commonly, those sounds are something like the gravelly sound of a whispering human voice, two sheets of paper slipping past each other, soft tapping on a something hollow, a plastic bag being crumpled or just about anything similar that is recorded through a microphone placed extremely close to the sound source. But ASMR can also be triggered by something tactile, like peeling the protective plastic off of a brand-new television screen, or visual by the movement of hands or lips.
One of the great superpowers of design thinking is that it’s a methodology that anybody, or any organization, can learn and deploy, quickly and efficiently. As proof, one only needs to look at the growing numbers of organizations and enterprises building internal design thinking capabilities and teams. We have worked with some great internal teams who are embracing the methodology and positively transforming their products, services, processes and cultures.
Qualitative user research, in the form of interviews and observations, is an incredibly important aspect of UX design and experience design. It’s in users’ stories where you find true points of differentiation and previously unknown opportunity. Here are five considerations you should keep in mind to help ensure you’re getting the most from your UX research investment.
In any of its existing forms—and there are many—customer journey mapping is simply the act of
describing what occurs at every stage of interaction between a customer and your business. That could cover everything from how they find the business (online or physically), what
happens during any visit or transaction, how they experience customer service or even how
they talk about your business” on social media before, during and after the transaction.
Often swapped out for one another, digital transition and digital transformation actually differ greatly in focus and, usually, in scope. Digital transition focuses on the basic (though still potentially massive) shift from analog, or physical, information to that which is stored, recalled or manipulated, using a digital platform. Digital transformation involves a change in how the enterprise or institution structures relationships or conducts transactions enabled by technology. Let’s take a look at a few examples of related transitions and transformations to get a better feel for the nuance.
Service design and experience design are often two sides of the same coin. Both are a means to make an engagement or transaction more customer-centric and satisfying. However, there is a distinction that is important for you to know.