CX Design Archives - Page 4 of 5

The Trade-offs Between Quant & Qual Customer Research

Oct. 4, 2016 by Kerry Bodine

A hammer is the perfect tool for pounding nails into a 2×4, but would be terrible at cutting it in half. A basic handsaw would easily take care of that single cut, but probably wouldn’t be your saw of choice if you had to cut a pile of 1000 boards. Just as no tool in (Read More...)

On Fear And Daring

May 8, 2016 by Kerry Bodine

I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move. Several feet away, the trail that I was on abruptly ended, (Read More...)

6 Consumer Trends To Fuel Your Future Customer Experience

June 4, 2015 by Kerry Bodine

I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at Trendwatching.com. It was so on point for companies looking to innovate the customer experience that I feel compelled to share. Max presented six trends that can help you frame your CX (Read More...)

Quant Data, Qual Data: Use Just One To Derail Your CX Efforts

June 3, 2015 by Kerry Bodine

I love a good data graphic. One of my favorites comes from the website Flowing Data (and is replicated in the image above). You can clearly see that the number of Rambo’s kills increased across Rambo Parts I, II, III, and IV. You can also see that in each subsequent movie, Rambo makes a larger (Read More...)

The Disconnects Among Today’s Customer-Centric Disciplines

May 28, 2015 by Kerry Bodine

When I learned about the field of user experience in the mid 1990s, its primary objective—making technology easy to use—was easy for me to grasp. My education in cognitive science, psychology, and computer science gave me tools and frameworks that I could immediately apply. Service design took a bit longer for me to grok. (Read More...)

Design For Your Employees—Because The Employee Experience Matters

May 27, 2015 by Kerry Bodine

Almost 10 years ago, I visited a designer friend who worked at Google’s Mountain View headquarters. The office tour was impressive, as expected. But what’s stuck with me for all of these years was lunch. Yes, lunch. We had king crab legs. All you could eat. For free. Google’s employee perks are the stuff of (Read More...)

How To Guide Your Customers To Mutually Beneficial Choices

Mar. 31, 2015 by Kerry Bodine

After a recent office supply run, I happily provided my email address one letter at a time to the friendly cashier in exchange for the promise of digital receipt. A few days later I received not only my receipt, but also a message thanking me for joining the Office Depot mailing list. Though it was (Read More...)

What Makes For A Good Email Opt-Out/Opt-Down Experience?

Feb. 23, 2015 by Kerry Bodine

In a moment of optimism and good faith, I visited healthcare.gov one time last December and somehow, foolishly, provided my email address. Like millions of Americans, I soon found myself on the receiving end of a deluge of increasingly apocalyptic messages reminding me the deadline for enrollment was nigh. I never finished setting up an (Read More...)

Humanizing Healthcare Through Hands, Heads, and Hearts

Feb. 5, 2015 by Kerry Bodine

The following should not be news to you, but it’s sometimes easy to forget: Patients aren’t just lines in a spreadsheet, records in a CRM system, or the list of ailments in their medical records. They are people. And while lots of healthcare companies are talking about “humanizing the healthcare experience,” I get the feeling that (Read More...)

Can We Please Put An End To One-Size-Fits-All Emails?

Nov. 24, 2014 by Kerry Bodine

Have you heard of CrossFit? It’s a style of workouts “comprised of constantly varied functional movements (like pushing, pulling, squatting, lifting, running) executed at high intensity.” People that do CrossFit don’t just go to the gym. They become certifiable CrossFit fanatics. I wanted to find out what all of the fuss was about, so last (Read More...)