McKinsey & Company have published a series of Articles on Customer Experience. The articles look at the creation of competitive advantage by putting customers first, mapping touchpoint and managing their …
It’s Not the Interface that Makes the Experience
Dave Malouf adds to the recent discussion on Experience Design with a Medium post titled – It’s not the interface that makes the experience. There has been a lot of …
Xmas 2014 checklist
Please deliver our stuff in time ! This is the person you will disappoint!
The shift towards the Age of the Individual
Sorcha Daly has written an insightful essay on the age of the individual in Issue 8 of The Human Layer. As the quantified self movement has shifted the focus from …
Service & Customer Experience Maps from Mel Edwards
A brilliant blog post by Mel Edwards on Service & Experience Maps.
What’s a customer experience map? It’s a graphical representation of the service journey of a customer.
Mark Hurst on increasing knowledge of User Experience
Mark Hurst who runs the website GoodExperience.com has added some valuable and useful tips on how to increase your knowledge and management of customer user experience.
User Interaction in Automated Systems
Ann Light has posted a useful link in Usability News to an IBM Research paper by D.?M. Russell, et al. titled, Dealing with ghosts: Managing the user experience of autonomic …
Customer Experience by the Performance Technology Group
The Performance Technology Group is an example of one of many organisations worldwide that focuses on the “Customer Experience”. It is interesting to see some of their key focus points, …