With the increasing importance of the product experience as a competitive differentiation, designers need to think about making value connections with their customers. Designing for value requires discipline. Using successful measures of value opportunity will help designers get there.
Originally introduced in 2001 by Craig M. Vogel, Jonathan Cagan, and recently cited in the International Encyclopedia of Ergonomics and Human Factors, Value Opportunities provide the best opportunity to connect with customers in a deeper more meaningful way.
When designing a product experience, consider the following Value Opportunities as a means of measurement to determine if your product experience is hitting the mark. Continue reading Design For Value and Connect With Customers

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On April 3, 2013, I sat on a panel for a special program, sponsored by the PDMA and the Bresslergroup. The program included students from Philadelphia University Masters in Industrial Design program as well as software engineers and product design leaders from around the Philadelphia region.
The program focussed on emerging trends shaping user interface design process with the industrial design process. The panel was moderated by Rob Tannen, Ph.D, Director of Research and Interface Design at the Bresslergroup.
I included a brief summary of the topics we covered below… Continue reading User Interface Design – The Key to Consistently Providing Superior Customer Experience

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This was a quick study I designed to gauge the influence of coupons on local business listings across business categories. A poll was presented to site visitors who viewed a business profile page on a local search site that contained a coupon as well as business profile page that did not. The poll was presented one time to site visitors and submitted the business category of the given business. Continue reading Coupons matter when attracting new customers

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If you look up the definition of persona you will learn there are various types of persona, each different depending on their context of use. There are persona for literature, music, video games, communication studies, psychology, marketing and user experience design. Although their use varies, personas typically include people, actions,  behaviors, a back story, and specific context or scenario.
If you plan to develop and  use persona in your experience design work, make sure you follow a structured approach. Continue reading About Personas

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Finding the right terminology for a product’s features and content can be challenging. This can be especially challenging if the original taxonomy evolved within a highly specialized group or culture. Terminology born under these circumstances can easily be considered jargon and completely foreign to others outside the group.So how do we avoid terms that can be considered jargon? Continue reading Name That Thing Exercise

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When designing a product, terminology can be as important as a product feature or content. Using unrecognizable terms for navigation can make features and content impossible to find. After all, if you can’t find it, it doesn’t exist. To that end, it is generally good UX practice to avoid jargon. But what happens when your users are steeped in jargon?. What should UX practitioners do?
Let’s start with a definition. Merriam-Webster defines jargon as…
Continue reading Jargon guidelines in product design

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Spitwads is a general-purpose brainstorming workshop designed to elicit ideas, achieve group consensus and identify follow-up action items.
– from sourcemaking.com – The guys from the 56 Geeks Project
Start with a question
Pose a question to the group, like “How can we improve performance of X?” or “What is the most important thing we are missing in our process?” The question should be thought provoking and open ended.
Continue reading Spitwad Brainstorm – Facilitator Guide

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