All bird posts about User experience

User experience (UX) is the way a person feels about using a product, system or service. (source: Wikipedia)

The brand experience and user experience alliance

The necessary step towards customer experience excellence

This is a plea for a tight cooperation of brand experience (BX) and user experience (UX) professionals in the financial sector. It’s my conviction that such an alliance contains opportunities for financial organizations to improve their customer experience in general and their credibility in particular.

The discovery of brand experience by UX professionals

Informaat has a rich history in bringing a human-centeredness to technology. Disciplines and practices such as human-computer interaction, user interface design and design for user experiences are long-established and deeply ingrained in our DNA. We consider ourselves competent in outside-in thinking, and experts in experience design. As the breadth of our offering has expanded to encompass the design of digital touchpoints in entire service ecosystems, we start to encounter another professional area of experiential thinking: brand experience. So – we wondered – how do we relate?

Where we are and what awaits us in 2015

Collecting new year trends from crystal ball readers

At the end of every year, analysts, thinkers and watchers provide their view on where we stand and what’s ahead of us in the coming year. These crystal ball readers predict our future with lots of statistical materials, like diagrams, charts and other nifty visualizations. Applied to various domains such as the internet, mobile or (social) media, they all agree on one thing: Digital disruption of society is getting stronger and stronger. So, what’s their predictions for 2015?

What all UX designers should know about login and security

The more secure you make something, the less secure it becomes. Why? Because when security is too much in the way, people will think up short-cuts, work-arounds and hacks to get the job done. As UX designers, we can (and must) do something about it. In this post, I’ll try to explain the security process of digital access and what single sign-on, multi-factor and adaptive authentication mean. I’ll outline the theory with a few cases, one of which is a security-related project I worked on for an insurance company.

At the INTERSECTION of design thinking and systems thinking

A trip report from a cross-disciplinary event

Last month, I attended an event on what hopefully will become a new community of knowledge and practice: strategic enterprise design. At INTERSECTION (Paris, 16-17 April 2014), the communities of experience design and enterprise architecture and design hooked up, each with their own views, opinions and insights on the enterprise of the future. The conference was a cross-disciplinary encounter of communities, previously hardly aware of each others existence. And as they say, ‘cool things happen at the edges’.

Recognizing the importance of UX for the Unified Communication marketplace

Each year, research consultancy Gartner surveys the Unified Communication marketplace – the vendors responsible for hardware and software driving enterprise-scale telephony and communications systems. The 2013 edition cites a number of “clues to the future”, and one of the important factors for the future of this sector is at the core of what we do: User experience.

SX Conference: ‘Design for the connected age’

Recently, Adaptive Path hosted their first Service Experience (SX) conference in San Francisco. The event brought together speakers and attendees from companies, agencies, and public sector organizations. Sketchnotes and some presentations are now available online.

A guide to experience mapping

Designing and delivering customer-focused services relies on a deep understanding of the customers themselves. Personas are one technique to reach this goal, but tell only one side of the story. Experience maps — on the other hand — put the journey and experience of customers in the context of the service.

Design as a discipline

Establishing the value of design in today’s large-scale enterprises is a difficult challenge. Inflexible IT structures, a change-resistant organizational culture, or perceived cost might all be to blame. An external player with clout and authority is one way to get it done, and a new approach promoted by Deloitte is doing just that.