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3
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4answers
63 views

User Journey Across Multiple Sites

I’ve been presented with a unique scenario where a customer of mine wants to link a user journey across several websites that they own. Each website has a unique brand and style guide which are in ...
0
votes
2answers
29 views

Regarding Customer Journey Mapping(CJM), can we make CJM's of same persona with different scenarios?

While making CJMs, can we choose them like: Persona 1 | Scenario 1 Persona 1 | Scenario 2 Persona 2 | Scenario 3 or should we have different personas for each CJM like: Persona 1 | Scenario 1 ...
0
votes
1answer
26 views

Would you map the journey for a specific section of a website?

We're looking to redesign a destinations section of a travel website as the current is basically an import of our brochure and doesn't work for web. We have all the analytics, customer research videos,...
0
votes
3answers
69 views

Customer journey map: How to test with customers?

I am currently mapping the customer journey for the company I work for. We have visualized the journey based on internal knowledge and experience with our customers. Now I would like to test what we'...
1
vote
2answers
52 views

User research for vast database product releated to IOT

I was asked to work on UI and UX part of an existing IOT web based application which is related to database. It is very vast product and I can't try and test this product due to some confidential ...
3
votes
2answers
176 views

Multiple role playing under single login

I can start with simple example, User 'A' have to play multiple roles such as Manager, Team leader, and developer under the single sign in. By default, I am a manager when I am logging in, but I ...
2
votes
2answers
100 views

Can multiple error screens (e.g. 401, 404) be grouped into one catch-all page?

Is it best practice to have a screen for every individual error state (e.g. 401, 404, 415, 500, etc), or not? I would argue that users do not care or understand error codes and a simple catch-all ...
1
vote
0answers
21 views

Sorting navigation elements based on tracking data

We have a huge site where the order of the main navigation is not reflected by the usage of these. e.g.: Current: Category 1 , Category 2, Category 3. Category 3 is by far -14:1- the most ...
0
votes
0answers
56 views

Tooltips in mobile [duplicate]

In a page there are lots of disclaimers. On desktop, disclaimer content displays on hover (like a tooltip), with the entire disclaimer list available at the bottom of the page. What would you guys ...
0
votes
0answers
37 views

Coverage Area which forces user to select other option

There are 3 bundle packages that a user may select that offers services—-Internet, Web, and TV. The TV service has 2 options—Option A and Option B. Based on the area of the user they might only ...
4
votes
3answers
5k views

customer journey map vs customer experience map

can you tell me about the difference between customer journey map and customer experience map? in Mapping Experience Book By James Kalbach he said they are two different things but i could not ...
0
votes
2answers
55 views

Interaction change for tab shift

I have a case where i have tabs and each tabs has a set of information. and in two tabs the top level data is same , So when user switches between them it looks like no change happened it will go ...
9
votes
10answers
521 views

How to best implement “check-in” feature of rewards app

I'm creating a rewards app that relies heavily on a check-in feature. Essentially, if the user checks in it adds to the users "check in count", the more they get the better the rewards such as a ...
1
vote
1answer
66 views

What's the reason behind “fakeness” in CX (Customer Experience)?

I always wondered about this: someone calls support by phone and the support person is clearly from another country, yet she presents herself with a name that belongs to the language/country where the ...
1
vote
2answers
88 views

Making your interface completely keyboard navigable, Will it improve UX drastically?

I am developing an user management console interface, actually completed developing where in admin can add user, search user, filter user etc. currently it is not completely keyboard navigable. So I ...
2
votes
2answers
387 views

What are 'Touch points' in a user/customer journey?

I'm in the process of creating a user journey, and during my research, I've come across 'touch points'. However, I'm struggling to understand what they're, could anyone shed a bit more light on this? ...
4
votes
5answers
409 views

can you have duplicate Call to Actions (CTA) on a Page?

What is the number of duplicate CTAs that we can have on page? For ex: Request for demo. Can this CTA appear more than once? Thanks in advance. :)
4
votes
6answers
214 views

Features or more functionality in a product is what a customer want?

[Customer experience] I have started a hardware startup with one of my techie friend. Couple of days back we had an argument over adding two or more functionality or feature in our product. As ...
1
vote
2answers
46 views

How do you measure user/customer experience for an in development product?

This may at first sight seem an overly broad and basic question. But drill down a little.... its really not so simple. Measuring usability- easy. Lots of different ways to test and measure the ...
1
vote
2answers
47 views

Error in the newsletter. How to deal with?

We sent our monthly newsletter to our users with an error inside. Only 3 for 1000 customers complained about that. We can send a corrected version to all the customers or just those who complained. ...
1
vote
1answer
290 views

Can the color aware LED backlighting for HDTV give a better User Experience?

There are products that let you install LED lights behind your HDTVs so that it matches the colors on the shows that you watch and projects the light on the wall behind. e.g. www.ambiscreen.tv, www....
1
vote
1answer
75 views

Strategies for mitigating or dealing with bad or inaccurate reviews on product/service websites

I have seen questions regarding fake reviews that give glowing appraisals for products or services which are paid for by the companies that provide those products/services (or by the marketing/PR ...
0
votes
2answers
68 views

Verifing web app's forms with “SAVE / EXIT” before moving to next screen in between

Let's say the user is in edit scenario of a form, Now if he/she tries to visit another link by leaving the edits unsaved, is it important to show the error of "You have made an edit, do you want to ...
3
votes
3answers
109 views

Improving textual connotation to buttons

I'm developing a "photo editor'sh" app. At the final stage, just before saving the outcome to the camera roll, I'm previewing the outcome to the user(With my own watermark), with two option: 1.Save ...
2
votes
0answers
116 views

Should e-commerce customers have the possibility to haggle? [closed]

More and more webshops use obvious and sometimes seemingly arbitrary user data to adjust the prices for services or products that they ask of them. That means, for instance, the price may be higher if ...
5
votes
3answers
111 views

Other term for “user experience”

User Experience usually refers to human-computer interaction, but the underlying concepts and research methods are relevant to many other fields, particularly the built environment (architecture, ...
5
votes
1answer
152 views

User research and testing compared to ACSI (American Customer Satisfaction Index)

I came across through another UXSE question the idea of customer satisfaction index used in businesses as a means to improve products and services. It seems that the gold standard is the American ...
3
votes
3answers
119 views

Web Site Design Based on User Catagory

I am starting a building design consultancy (think architect, but not physical building design, building automation, AV instead, eco buildings, etc...). I want a website to push prospective clients ...
1
vote
2answers
62 views

How comfortable are users with sharing their numbers with mobile apps?

There are applications which request the user to share their mobile numbers for various reasons(like for authentication, OTPs and so on).Are the users comfortable with sharing their numbers?
5
votes
2answers
342 views

Customer Verification

My question is about customer verification when they come to customer service( by call or chat). The customer service agents always do the verification by asking 2 or 3 questions (email, home address ...
1
vote
4answers
134 views

What type of preventing duplicate registration do you use?

Our project is a catalog of B2B goods. There are 2 types of companies: free and paid. The problem is that 'free' companies cheat and create one more company with another name and contact data. They do ...
0
votes
2answers
60 views

Does catering to new customers affect returning customers

Often times you will see deals and bonuses given to new customers or first time users. These deals can be anything from sign up fees waived, deals on products, to a month free subscription. Of course ...
63
votes
7answers
10k views

When is a website too humanized/personal?

A popular technique to attract customers and instil trust in them is to “humanize” your website. You want to make it appear that there are actually people behind the users’ screens and that those ...
2
votes
0answers
96 views

Digital Services Performance Measurement Framework for measuring and monitoring user experience

From the framework developed by GSA’s Digital Services Innovation Center that aims to: identify a common approach to collect standard data, and enable aggregation of this data The framework is ...