Questions tagged [customer-experience]
Use it for questions about the relation between end users and their experiences with teh product or service.
55 questions
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Displaying smoothed ETA prediction or not?
I'm working on displaying the ETA (Estimated Time of Arrival) for an item delivery using a predictive model that evolves over time. The issue I'm facing involves smoothing the transition between ...
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Is it better to auto open a dialog/sidepanel when redirecting from an email link?
We have a situation where our application sends an email with an activation link to the users. This link redirects to the activation page of our application where they need to enter some additional ...
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Best Practice to Verify User during flows
In our app we have different flows such as changing passcode, adding security questions, and deleting accounts and all these flows require the user to verify(through OTP) to incorporate the changes
I ...
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Career page on corporate site or dedicated platform? [closed]
I'm looking for studies, data or opinions from experts who have already encountered this problem.
What are the advantages and disadvantages of having a candidate path to apply on a single website?
...
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Radio vs checkboxes
Can I get thoughts on which pattern is better (internal debate at work as to which we should be using)...
Developers favor radio buttons as there's no need for any error handling.
Thanks
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App based on mind map to model what lies around the heart, and how to maintain it
I am using the mind mapping software miMind, on Android, from Google Play.
I want to make the following mind map, but the features are not available.
In the center of the mind map, I want to place the ...
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How to inform user they canot remove an element?
So I am working on a software for repair and maintenance companies right now. We are going to have a customer database.
Once you add a customer to the database, you can only remove them if there are ...
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174
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Incentive to recruit B2B customers for generative interviews [closed]
Together with my team need to recruit participants to run some generative interviews, 15 in total. We have a customer base, but we're not sure if we should offer them an incentive and what kind could ...
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121
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How to be user-centered with enterprise solutions?
I work in a large organisation with a culture shift to configuring enterprise solutions, buying solutions or building sofware - if no options are available.
In my experience, enterprise solutions have ...
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How do you empathize with users for an ecommerce website?
In design thinking the first stage often revolves around gaining an empathic understanding of the problem we're trying to solve for our users. With something like a physical product or an app you can ...
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Best practice on Web Chat “not working right now” messaging
We are currently integrating a web chat functionality on a utilities website, where customers can query their bill, or changing plans etc. with their cellular bills.
The web chat will sit top right on ...
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Maintaining and improving a user journey map
I want to improve an existing user journey map and am curious about additional layers that can potentially be added to it.
This is a journey map for a travel app. The stages of the journey are
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Should we communicate the shipping *progress* here, or will it be redundant?
We're a small e-commerce business. A few weeks after we've shipped an order, we'll be checking in with customers to see if everything's okay. The e-mail will have three clickable options for them to ...
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362
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Checkbox while applying Filters
We are creating custom forms. The user can choose any type of field that he wants to. It can be a checkbox, dropdown, text, paragraph, etc. Customers can fill these application forms and the admin can ...
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Is Customer Service Agent and the Customer two different personas or different roles?
Are 'Personas' and 'Roles' different in every scenario?
Although i did my reading about roles and personas, im a bit confused about this topic with the context i'm working on.
Scenario - One day ...
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265
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Why online chat is so invasive?
I analysed the statistics to remove chat from the e-commerce but the online chat has a lot of conversions. On the other side, it is so invasive and absolute boring for customers that don't need or won'...
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How to design interface for backups that users can restore to
I am currently working on a system for our application where users can restore to backups done previously. The current setup is that the system backups everyday when automatic backups are on. Now our ...
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Web UX - Serving two versions of site based on selected customer type
I'm building a site for an accounting firm. They would like to serve two distinct home pages for "Individuals" and "Businesses."
The site would look similar but have different content relating to ...
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Overuse of emailed 'feedback' surveys
Being emailed a 'feedback survey' for any transaction where an organisation (on or offline) has your email address is becoming very common.
(and if you don't complete it you get numerous emails ...
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Lack of Agent feedback - Live Chat waiting time
What is your recommended solution for our Customer Service mobile app? We have a live chat that caters all the concerns of our customers but the problem is, we just have a limited number of agents ...
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337
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How to make an inheritance relationship understandable?
In my educational game application, there are teams and the players on those teams. Historically, players could play any game they want (classic mode), but now I'm implementing a feature to limit the ...
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Experience map/Customer journey Card game
some years ago, one of my coworker used a visual card game to help define a, ideal customer Journey around an e-commerce site.
Based on a set of small visual item (like Customer, action like search ...
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Prevent "I don't know" as an answer
I see this phenomenon in online stores (especially Amazon) that allow users to ask questions of prior buyers. Some of the buyers respond with answers of the form, "Sorry, can't help", "I don't know", ...
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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 ...
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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
...
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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,...
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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'...
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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 the database.
It is a very vast product and I can't try and test this product due to some ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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?
...
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can you have duplicate Call to Actions (CTA) on a Page?
What is the number of duplicate CTAs that we can have on the page? For example, "Request for a demo". Can this CTA appear more than once?
Thanks in advance. :)
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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 ...
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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 ...
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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. ...
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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....
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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 ...
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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 ...
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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 ...
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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 ...
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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, ...
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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 ...
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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 ...
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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?
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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 ...
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