Experience Design (XD)

When beginning a journey of digital transformation, many business leaders make the mistake of starting by tasking their IT department with leading the initiative from the technical implementation aspect. The problem with this approach, is that while technology is an enabler, it’s not really addressing the problem. In reality, the company leadership needs to start […]

Do I have to wait until this test ends to start that one? Testing Velocity Increasing the number of tests you run each year is key to a successful A/B testing and conversion rate optimization program. It just makes sense. If you run more tests, you’ll typically get more wins. So, how do you run […]

Disability affects many people at different times and in different ways. It’s a spectrum from permanent and temporary disability to situational impairment. For example, unfamiliar healthcare topics could throw off even a literate and educated site visitor. And when factoring in non-native English speakers – and there are many clinicians, providers, and patients in this […]

Healthcare and life sciences organizations intent on elevating the patient and member experience put a premium on accessibility when designing and developing digital content and functionality. Forward-thinking organizations ensure digital resources are accessible to people with disabilities, meeting the patient and member where they are. For today’s patients and members, “where they are” is increasingly […]

It’s the beginning of the year and there is no shortage of “Top Digital Trends” articles describing all the ways organizations need to be heads up to the next big thing in digital if they don’t want their expenses to increase and profits shrink. These articles are full of valuable information. Some of it may […]

I recently traveled out of town and upon landing back in Atlanta, the captain came over the PA system to announce the weather. I was not excited to hear that the temperature outside was much colder than the place I had just arrived from. I quickly opened my Nest app on my phone and turned […]

While this year’s NRF was full of the promise of AI and machine learning to enhance customer experiences across digital channels, I couldn’t help but think that while AI is exciting, sexy, and can probably deliver on the promise of great CX once fully implemented and refined (over time), what about a customer’s experience right now?  […]

XR is a term that is generally used to refer to “extended reality”. This involves any combination of human-machine interaction where the reality you perceive is altered or constructed by a computer. In this blog, the term XR will mostly be referring to 360° videos, virtual reality, and augmented reality. The Growth of XR in […]

A couple of years ago I walked into a sporting goods store in my area because I love the feeling of optimism I get while looking at mountain bikes and thinking that this will be the year I do XYZ. I have yet to do that, but I digress. While there, I purchased a pair […]

Reaching customers on their mobile devices isn’t just a suggested practice, but required. In fact, 89% of people are likely to recommend a brand after a positive brand experience on mobile. To that end, commerce players can reach their customers in a few different ways: responsive web design, native mobile apps, or progressive web apps. […]

The struggle with prototyping is that most design software has minimal interactive and motion prototype features, but Adobe XD is closing this gap with its latest round of updates, and I’d like to share my thoughts on a few of these, specifically the Tap, Drag, and Voice triggers. These are a few small demonstrations of […]

World Usability Day was established in 2005 by the Usability Professionals Association. Each year, design professionals come together to discuss how to “develop technologies in a way that serves people first.”  On November 8, 2018, professionals met at almost 100 locations around the world to discuss the how to “Make Life Easy.” I attended World […]