Go holistic, go ecosystem and go outside-in. What a mind shift you get!
“The leap from UX to CX can be a huge mind shift for many organizations. This article spells out strategies and processes that provide a framework to assess the maturity of the CX within your own organization. (…) If your company’s CX maturity level is high, putting the customer first may be relatively simple. But if your company’s CX maturity level is low, becoming a CX-focused organization may be slow and cumbersome process. Either way, it is vital to ensure the customer is front and center in the organization’s strategic thinking. Employee training and well thought-out personas can facilitate this endeavor.”
Ger Joyce, Mindy Maxwell, Jay Brewer, Saurabh Dutta ~ User Experience Magazine 16.3 ★
Brand and design, just one side of the coin. The other is human (including the digital version) and design.
“Your interaction-design decisions have measurable effects on your users’ emotions and how they perceive your brand.”
Kate Meyer ~ Nielsen Norman Group ★
Information intensive environments have not been this popular in Interactions Magazine.
“We live in a world where information is part of our everyday lives, where we don’t dedicate time to “doing computing,” where information is ever present and leaves a digital footprint, and where notions of online versus offline have become almost meaningless. As mentioned, we are heading toward a state where we will stop using computers and instead inhabit interactive and information-rich architecture. Many exciting challenges lie ahead. For example: How will we design the architectural interfaces to information and interaction to create relevant inhabitant experiences? How will we give inhabitants access to how their data is being captured, manipulated, used, and stored? What role can architecture play in protecting people’s privacy and security? What does an interactively augmented environment mean for how we perceive our environment when we already know that mind, body, and environment co-shape this? Given the large number of signposts in both HCI and architecture, we suggest that the only natural expectation is stronger ties between the worlds of information and the design of physical spaces to address the challenges we now face.”
Sheep Dalton, Holger Schnädelbach, Tasos Varoudis, and Mikael Wiberg ~ ACM Interactions ★
Multiple flavors of how to embed UX design in orgs.
“When looking for a job in UX, the company, team, manager, and even sector, company size, and focus should all factor into finding the right place. The core skills for UX jobs are consistent across different kinds of organizations, but some might be a better fit for different work styles, personality types, or interests. I’m writing from the perspective of a UX researcher, but the following exploration certainly applies to other UX roles. I’ll be drawing on my experiences working at several different types of organizations, as well as numerous conversations with other UX professionals talking about their experiences. Let’s take a look at four different but common types of organizations that employ UX professionals, along with some pros and cons for working with each.”
Laith Ulaby a.k.a. /laith-ulaby ~ UX Booth ★
After design validation, we need more and more design and user research methods.
“From new ideas to proven standards in user experience research, our toolkit is a rich collection of ways to understand people and context. The articles in this issue feature innovations, like new ways to explore emotional response, to unusual places to conduct research, like trains, ferries, and conferences.”
The Magazine of the User Experience Professionals Association