July 08, 2024 Edition

10 CX Strategies That Can Increase Customer Retention

July 8, 2024

Targeting new customers is key to scaling a business. However, retaining existing customers is equally important for a company to grow sustainably. This requires building loyalty and reducing customer-acquisition costs through word-of-mouth marketing.

Reports have noted that repeat customers spend 67% more than new customers. Improving customer retention also generates better upselling and cross-selling opportunities, which increase revenue and profit.

Nurturing your existing customers and improving your Web site to enhance their experience requires a well-planned customer-experience (CX) strategy. Now, let’s consider ten CX strategies that can guide your team in creating a better experience and enhancing customer retention. Read More

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A Framework for Choosing Types of Onboarding Experiences

July 8, 2024

In today’s app landscape, a mix of experience and industry trends often drive decisions about product onboarding. Many companies look to their competition for guidance, aiming to replicate success rather than innovate. This can lead to an onboarding culture that feels more ritualistic than strategic, lacking a clear understanding of the underlying purpose of onboarding.

I wanted to create a more rigorous approach for making onboarding decisions that offers more nuance and truly considers the unique needs of each app and its users. So I’ve devised a framework for choosing a product’s onboarding capabilities, according to the following factors:

  • product complexity
  • customization level
  • user-experience familiarity
  • learning curve

Using this framework, you can score your product using these four factors, rating each factor from one to ten. More on this framework later. Read More

10 Essential Strategies for Fostering Team Collaboration

July 8, 2024

The truth is: if you’re not collaborating, you’re not a team. Collaboration is fundamental to teamwork. Without collaboration, you just have a group of people doing their own thing, not a team working toward a common goal.

According to a study by British health provider Bupa, people who are part of a team are 24% more likely to report that they are happy. Collaborative employees are also 50% more effective when it comes to task completion and fostering greater motivation and engagement. However, over 75% of cross-functional teams are dysfunctional because of a lack of accountability, unclear governance, or ambiguous project goals.

Achieving the level of successful team collaboration that most managers want can sometimes seem daunting. But don’t worry. In this article, I’ll give you ten strategies for promoting team collaboration, creating a stronger work culture, and fostering a more productive workplace. Read More

How to Foster Design Thinking in Remote Teams

July 8, 2024

You might not realize it, but you can see evidence of design thinking everywhere, especially in the design of apps, Web sites, and social-media platforms. The careful categorization of products on Amazon is an example of design thinking. Another is apps offering the ability to change font sizes and color contrast to support accessibility.

Design thinking revolves around people and leverages the best design toolkit for balancing your audience’s needs and business requirements to achieve success. It’s about building empathy with the people for whom you are designing, generating ideas, embracing experimentation, and iterating based on feedback.

You might assume that achieving such a large goal would be challenging when working remotely. In remote settings, team members might struggle with collaboration, communication, and staying connected to their colleagues. Read More

How to Design a Web-Site Layout That Drives Conversions

July 8, 2024

Imagine your company has launched a stunning Web site. Your team has poured their heart and soul into the business and crafted a stellar product or service. But crickets. No clicks, no conversions, the eerie silence of the digital void. Frustrating, right?

The truth is, in today’s hyper-competitive online world, the typical Web site alone isn’t enough. A Web site needs to be a conversion machine. That’s where a Web site’s structure matters—the invisible architecture behind every successful online business.

Let’s face it, if a Web site looks messy and thrown together, customers’ trust evaporates faster than you can say “lost lead.”

Studies have shown that almost 46% of customers judge a Web site’s credibility based on aesthetics alone! That means you need to invest ample time optimizing your Web site’s layout. Read More

June 17, 2024 Edition

Humanizing Technology in the Age of Conscious AI

Conscious Experience Design

Designing for the evolving human+machine relationship

A column by Ken Olewiler
June 17, 2024

The breathtaking evolution of artificial intelligence (AI) is transforming innovation and shaping human behavior. Now, more than ever, the concept of conscious AI experiences is becoming a reality. The race to innovate and evolve products, businesses, and our digital lives is more urgent than ever—and more essential for our future success. UX designers must lead the way in guiding the evolution of next-gen product experiences to create more conscious AI experiences.

A Big-Bang Era of Change

Technology is at a poignant juncture—in the midst of a collision of contrasting forces that have sent shock waves through industries and economies worldwide. At one end of the spectrum, the technology industry has witnessed a downturn that has been characterized by widespread layoffs and financial contractions, echoing the turbulence of the business world. Simultaneously, we’ve set the stage for an unprecedented boom: the AI revolution, which represents a unique moment in the history of technology. Artificial intelligence has emerged as a force for change, transforming the very fabric of our digital existence. Read More

Building a User-Centered Product-Management Culture

June 17, 2024

If you’ve built an innovative product with a beautiful user interface and high-tech features, but it still isn’t selling well, the reviews aren’t satisfactory, and you keep losing customers, it’s time to reevaluate whether UX design and product-management operations are keeping users at the center of your product-development efforts.

A user-centered product-management culture ensures that your services align with customers’ needs and add value to their lives. Customers should feel that you’ve designed every interaction with your product to address their needs and challenges. Plus, a user-centered culture builds loyalty, improves customer retention and conversion, and enhances brand value.

Wondering how to create user-centered culture at your company? In this article, I’ll consider some proven strategies for building a user-centered product-management culture. Read More

Designing a Pre-signup Experience Based on User Intent

The Onboarding Experience

Mastering the art of user onboarding

A column by Himanshu Sharma
June 17, 2024

In the user onboarding realm, landing pages are crucial elements of the pre-signup experience and the starting point for most onboarding journeys. Visiting such a landing page is the equivalent of new prospects visiting your shop to see what you offer, how credible you are, and what you can do for them.

However, many startups treat these landing pages as an afterthought. Often, they create templated landing pages or just mimic their competitors, negatively impacting both their acquisition costs and activation metrics, especially if they are investing in driving traffic to these pages.

Creating an effective landing page requires a combination of conversion rate optimization (CRO), optimizing your onboarding user experience, and creating a well-crafted user journey through consistent testing and experimentation. Read More

Enhancing Child Safety: Pioneering Child-Safety Features in Smart Devices

June 17, 2024

Today, technology is ubiquitous. The design of digital products—especially those for children—requires careful consideration. As smart devices become increasingly commonplace in the hands of younger users, we cannot overstate the importance of UX design in enhancing child safety.

In this article, I’ll explore the critical role of UX design in developing child-friendly devices, focusing on how these designs contribute to children’s safety without compromising on functionality or appeal. Read More

Personalization in Orthodontic Care: The UX of Customized Treatment Plans

June 17, 2024

In an age when so many interactions happen digitally, it is essential that dentists prioritize the adoption of accessible, user-friendly Web experiences. This is particularly true for orthodontists who are now competing with direct-to-consumer, mail-in services such as invisible aligners. The user experience for dental care could include consumer interactions with a dental practice’s Web site, social-media posts, and digital ads, along with the various services or products that the practice provides.

It’s no secret that many people do not like going to the dentist or the orthodontist, which could already lead to patients avoiding the care they need. Unfortunately, in today’s competitive landscape, where consumers are increasingly choosing convenient experiences over high-quality care, it’s even more likely that patients would avoid seeing an orthodontist in person if they don’t have to. Read More