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Everything but numbers — defining qualities to evaluate progress in project development, designing new ways to evaluate how it responds to the assigned values and the purpose — a response to business plan assessments from a Strategic Design perspective

November 9, 2021

Customer Experience, Design, Design Theory, Product design

What Is Holistic Design? The Future of UX or a Buzzword?

To apply holistic design principles is to consider different facets of a product, stakeholders' interests and the environment within which it functions.
Best practices of holistic design consist of involving stakeholders, being sustainable, creating an ecosystem, and, last but not least, going beyond digital.
When it comes to holistic design in UX, it's essential to apply design thinking and reflect on the design system, make sure that solutions are inclusive and consistently invest in UX research.

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November 4, 2021

Customer Experience, Product design, User Adoption

What is product thinking and why does it matter?

Product thinking is key to shaping the best customer experience possible as it helps to identify problems and solve them.
By providing a holistic perspective on a product it differs from design thinking and reveals the real product value for customers.
Because of its strategic importance, every team member should hone product thinking skills. It's more than a working framework, it's a mindset, a culture of customer experience.

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November 2, 2021

Research Tools and Software

UX Case Study: Encouraging Secondary Research in Design

Teisanu Tudor started an exploration of around 47 designers, managers, and researchers in order to figure out how they could enrich secondary research.
There are a few designers author talked to who run exploratory research studies before sketching out any ideas.
Before diving into visual work, there are plenty of sources that could (and should) provide crucial insights for building a foundation.
Equipped with feedback from that 47 people, Teisanu Tudor explores the idea of designing a refined aggregator to help product designers obtain a diverse and comprehensive range of data while conducting the secondary research.

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The potential of conversational AI has still to be fully embraced. Nevertheless, it's already possible to foresee some of the strategic opportunities of its large-scale deployment. In this article, Jordan Ratner gives an insightful perspective on the transformative power that conversational AI has and how it's going to shape the future of organizations.

The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards

By transforming the way humans interact with technologies and making them more accessible to the public, conversational AI is raising the bar for customer experience.
One of the most tangible impacts of conversational AI has been on customer support and sales conversion. Thanks to the automation of conversations, the load on human staff is reduced, which leads to greater customer and employee experience.
As technological development advances, more opportunities to make good use of conversational AI will emerge. Nevertheless, it's also necessary to not underestimate potential challenges related to legacy systems, data availability, shortage of conversational AI specialists.

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There's a ton of noise, promises and exaggerations flying around. Here's a breakdown of the sixteen conversational AI platforms in Gartner's 2019 Market Guide.

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Conversational Design, Defining AI, Empathy

Empathetic interactions? Or volume and scale? AI, in the form of bots and empathetic digital people, can deliver both.

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October 29, 2021

Empathy Equation

Behavioral Science, Contextual User Studies, UX Education

Stop frustrating your users. Invest in notification strategy instead.

The UX of Notifications | How to Master the Art of Interrupting

As part of UX, notifications are key to leading the user to a better interaction with the product. Therefore, notification strategy should have a central role in UX design.
A good starting point is to create a user's journey map and identify major pain points. This should serve to understand when and where notifications might be of help, rather than create confusion.
It's a good practice to use a variety of notifications and provide the user with opt-outs so they don't feel overwhelmed.

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October 25, 2021

Behavioral Science, Business Value and ROI, Contextual User Studies

This article explores how the liminal space between meaning and emotion came to be, and how designers can beat it by focusing on users.

The Liminal Space Between Meaning and Emotion

To innovate well is to search for meaning behind the innovation first. This requires investing time into discovering what users need and think of unique ways to serve them and better solve their problems.
Emotions are widely misunderstood in UX design and often manipulation is used to predict user behavior. However, a much better approach to UX design is storyscaping, which aims at empowering users, rather than controlling them.

Read the full article to learn more about liminal space and how to apply this thinking to your design.

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