projecten diensten ideeën over ons vacatures contact
en english
Naar menu

Onze ideeën

Nest met gedachten over experience design

  • Putting “experience” first

    Jesse Grimes

    19 April 2012

    User experience – or customer experience, as is our somewhat-broader focus – should lie at the heart of any organization. And there are several ways to help accomplish this, one of the most valuable being the incorporation of real users into design and development. Using examples from around the globe (US-based Walgreens, UK-based Zopa, and […]

    Customer experience, User experience

  • Content strategic answers to the mobile revolution

    Bas Evers

    16 April 2012

    As content strategist Erin Kissane (@kissane) explains in this interview (and elsewhere), an essential part of any content strategy is matching the content you create with what your user wants and needs. One thing more and more customers demand from an organization is access to content from any device they choose, raising the contentious issue […]

    Content strategy, Mobile design

  • Designers stand between revolutions and everyday life

    Editor

    13 April 2012

    Over the past several years, we have seen a rising emphasis on design, creativity and holistic thinking in business to help us deal with an increasingly volatile, unpredictable and complex world. Change is everywhere and design’s most fundamental tasks is to help people deal with change.

    Design

  • What does your ‘regret minimization framework’ look like for SoLoMo?

    Editor

    11 April 2012

    The ubiquity of social, mobile and traditional technology presents a real opportunity for those bold enough to innovate in the digital world. Many innovative businesses have built outposts on digital channels. However, with all this innovation the challenge remains: For many, each channel still operates independently. Enter the world of the omnichannel approach.

    Customer experience, Digital strategy

  • The many organizational challenges for UX professionals

    Editor

    6 April 2012

    Working as UX professional in an organization can bring many challenges. For example, having contact with customers may not be part of the organization’s culture. Or, leadership doesn’t have a clear vision and they don’t share it with the design team. Perhaps the team does not have a solid design process or its members are […]

    User experience

  • UX investments results in long-term loyalty, trust and profitability

    Editor

    3 April 2012

    The community of user experience design still struggles to get a foothold in large organizations. Contrary to business that proves profitability through price and marketing, UX must show that investments in UX equals increased conversion and/or better experiences, which then result in long-term effects on loyalty, trust, and profitability.

    User experience

  • The business case for investing in all things user

    Editor

    30 March 2012

    Investing in usability, user interface design and user experience pays off for many companies. And not just only for consumer electronics companies. Products and services are on a road to failure if important user aspects are not addressed properly. An article from Peter Eckert provides several compelling business cases showing investments in all things user […]

    User-centered design

  • Customer experience statistics for 2012

    Editor

    28 March 2012

    For those CX professionals concerned with numbers, market statistics regarding customer experience are relevant. Although the value of these statistics can be debated, they still provide some kind of indication on how organizations focus on providing better experiences for their customers. And there is money to be earned, because 86% of consumers will pay more […]

    Customer experience

  • Customer experience revolution

    A book on the success of experience companies

    Editor

    26 March 2012

    A revolution is now underway, a shift in dynamic that has changed the customer-business relationship forever. “Customer Experience Revolution” – a book about customer experience leadership written by Jeofrey Bean and Sean Van Tyne – is essential reading for anyone who wants to understand how businesses are evolving today.

    Customer experience

  • Cross-channel blueprint depicts experiences between touchpoints

    Editor

    22 March 2012

    Originated from the field of service design, the service blueprint is a great way to visualize all user interactions with a single service. But the blueprint has some disadvantages designing for experiences between touchpoints. An upgrade is needed. Designer Tyler Tate outlines the added value of cross-channel blueprints for designers focusing beyond individual websites.

    Customer journey, Information architecture

  • The customer journey: Orchestrating touchpoints

    Editor

    15 March 2012

    Customers own their experiences with a company, its products and services. Many companies still have the perception of inside-out and have lots of ideas, thoughts and confictions of how customers think of them. Strategist Julie Hunt provides a convincing overview of reasons why a proper customer journey map of touchpoints customers interact with supports a […]

    Customer experience, Customer journey

  • A new species emerges: The connected customer

    Editor

    8 March 2012

    With the avalanche of new consumer technologies, everyday life is changing rapidly. People are not what they use to be. Empowered by these technologies, they now create, connect, consume, communicate, and contribute intensively.

    Personas

  • Or how strategy is worthless without a strong culture

    Editor

    21 February 2012

    Besides Design, there are several other organizational challenges regarding customer experience; two of which are Culture and Strategy. In his article with the thought-provoking title Culture Eats Strategy For Lunch, Shawn Parr explains the crucial role, value and relevance of an corporate culture and how customers directly experience this culture.

    Culture, Customer experience, Digital strategy

  • Overcoming the ‘Monkeysphere’ Challenge

    Supporting organisational change in the jungle of a large organisation

    Mark Fonds & Jesse Grimes

    17 February 2012

    In early 2009, the Dutch government laid out new requirements for its federal agencies, aiming to put in place cost-savings and efficiency measures. For the UWV (‘Uitvoeringsinstituut Werknemersverzekeringen’) -the agency responsible for employment– these triggered the start of a series of organization-wide changes that would dramatically improve the way it served its clients.

    Service design

  • 7 Steps to get started with customer experience

    Editor

    14 February 2012

    Paul Hagen (a.k.a. @paulhagen), one of the customer experience professionals from Forrester gets lots of questions where to get started with customer experience in large firms.

    Customer experience

  • ❮
  • 1
  • …
  • 13
  • 14
  • 15
  • ❯
  • projecten
  • diensten
  • ideeën
  • over ons
  • vacatures
  • contact
  • EN
  • Home
  • Twitter
  • LinkedIn
  • Facebook