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. read more

The Wow! or How You Know You’ve Delighted the User

On a recent trip, I was waiting for the hotel shuttle outside and a man pulled up in a red convertible Lamborghini. The only reason I know its was a Lamborghini is because I read it in large letters splayed across the back quarter panel. I hadn’t even noticed it until a toddler standing with his family nearby pointed and started saying “Wow!” repeatedly. He said it with a breathy, reverend tone. He was clearly delighted. read more

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. read more

Can LinkedIn Solve This Cold Contact Problem?

Recruiters cold contact me every week about positions I’m not qualified for, don’t want, or that really shouldn’t exist, like a UX Designer/Developer. Sometimes I tell them, I’m not a developer. Sometimes I remind them that unicorns don’t exist. If I’m in a really bad mood, I just delete the emails/voicemails and don’t respond at all. For repeat offenders who clearly have no idea about my qualifications, I’ve even been known to mark as SPAM. read more