Category Archives: Best Practices

Virtual Design Wall: UX for the Product Team

What is a Virtual  Design Wall?

A virtual design wall is basically a UX intranet site where your product/project team can view all the UX deliverables. It can be as simple or complex as needed by the product owner and stakeholders.

My virtual design wall process evolved over four years. When I started working on the American Airline’s self-service kiosk (as a UX team of one), I suddenly found myself overwhelmed with the sheer volume of requests from my immediate and extended product team. The only reasonable way to deal with it was to make all my deliverables available on a UX intranet. It works so well that I’ve included that in my process since.

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The “In a Perfect World” UX Mission Statement

It’s easy to lose sight of the big picture when you’re wading through user research. The pain points, user personas, survey data, etc… can be shouting so loudly that you forget the point of it all. So I invented the “In A Perfect World” statement to bring it all home in my user research presentations.

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UPS Customer Service Channels: A CX Failure

I’ve already covered this experience as a customer but now it’s time for me to step back and look at the situation as a user experience and usability professional. I’m usually on the user research and interaction design side of SAAS but the enterprise-level, systemic failure across all UPS customer service channels could not be ignored in this incident.

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Want to Make a Real Difference? UX Scout Is Where It’s At!

I don’t know about you but I’m completely over arguing with developers about correctly implementing the company’s branding. This is coming from someone who used to be a creative director and responsible for creating and enforcing the company’s brand standards. Don’t get me wrong, those arguments still need to happen. I just don’t want to be the one having them anymore.

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Who are you really trying to delight?

Any UXer knows that part of the job in user experience is to delight the end-user.

Step 1. Create a usable interface and flow.
Step 2. Delight the user.

It sounds pretty simple on paper but it’s fraught with pitfalls over the course of a project. The biggest problem I see time and time again is that the project team forgets who they’re supposed to delight. They delight themselves with sparkly gimmicks that add no real value and then pat themselves on the back when they succeed (in delighting themselves). By the time the end-user weighs in, the team is dispersed into new projects and all too often insulated from criticism.

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Frequency: Tell me how often you do it and I’ll reveal your expertise level

Designing for a touch screen kiosk ≠ designing for a touch screen phone/tablet

Hey! This isn’t that kind of blog.

Last week, we discussed location issues in touch screen kiosk design. This week we’ll talk about how frequency of use impacts the user’s needs.

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