Standing Out From The Crowd

Lots of companies make the mistake of believing that just creating an online version of your services is enough to minimize costs, increase ROI and expand your market share. What they forget is that bad implemented solutions (or weakly integrated channels) can hurt the customer experience more than the lack of service in the first place.

Everything changes all the time; it’s just the nature of our modern world.  The real problem is not how fast things change but how out-of-control we usually feel for not knowing where all these changes will eventually lead. We are all afraid of missing the boat for the next big thing. Social Media, Netbooks, multi-touch [...]

Every once in a while a site comes up with a new UI (User Interface) concept or idea that forever shifts the paradigm of the market and redefines people’s expectations on information architecture and element positioning. In other words: sometimes an unexpected new design element may change the way you see things enough to make [...]

It’s interesting how you can find Customer Experience wisdom in the strangest places. The message I got for this post came in fact from a novel I was reading yesterday (The Dark Tower III, by Stephen King). In it, two of the main characters were discussing odd human reactions to certain situations when making decisions.  [...]

Pew study predicts that most people will be accessing the Internet via mobile/wireless devices (phones, smart-phones, portable computers, etc) by 2020. The study also has some interesting analysis on the evolution of Privacy, Property Law, Social Tolerance, User Interface Design and the mingling of personal and work time. See more about the study here   [...]

It’s official!  The new generation’s brains REALLY ARE wired to better handle the speed of the digital life (Read the Research). Problems generated by this change aside (and despite how amazed we can be sometimes with these kids’ feats - see video below), the fact is that people’s way of thinking have adapted to instantly process [...]

Just one day after the election, in a discussion group for UX practitioners and Information architects, I saw a post asking people’s take on the U.S. election with respect to UX & Usability.  Specifically, it was asking if either McCain or Obama would provide a better environment for UX to thrive… Well, my first reaction was to [...]

I am proud to announce that Vox’s 2007 Automobile Insurance Mind Model Study is now available (this represents a considerable part of my work, so I better be proud :) ).  Anyway, the study examines the online channel to determine industry-wide norms and discover why companies succeed or fail in attracting and retaining customers. If [...]