Customer Experience + Design

Personalization has been around for a long time and has been one of the hottest buzzwords for the last few years. Why? Because, at the most basic level, it makes sense. Delivering the right experience, with the right content, for the right person, at the right time, when they are most engaged leads to higher […]

First, let me start with an admission: CRO or Conversion Rate Optimization has always been intriguing to me from a voyeuristic standpoint. (Don’t judge!) If you don’t know why that could be, I’d invite you to check out Hotjar and look into the visitor recording feature. Tools like this one are widely used – and […]

Every person using the web has different abilities when it comes to reading and interacting with online content. Naturally, they have varied needs as well. In this article, we’ll carry forward the theme we started in part one and part two of this series – the importance of a keyboard or screen reader (robust forms of technology) that make information like forms, videos, images, content, […]

In the first article in this series, I wrote about my recent healthcare journey and how it lined up (and didn’t) with the strategic advice we give our healthcare clients. In part two of the series, I discussed the importance of an outstanding consumer experience — not just the digital experience — and how it’s […]

This is the seventh in a series of blog posts sharing the results of our study on the business value of experience design. Read the last post here. In this post, we explore the role that designers have in translating brand identities into digital products. Consider some of the most influential and signature elements of […]

Which health insurers are providing the best customer experience (CX), and how are they improving the quality of their experiences? Forrester set out to answer this very question in The US Health Insurers Customer Experience Index, 2021. In the report, Forrester reveals the complete rankings of 17 health insurance brands that were analyzed as part […]

When you hear the word “carousel,” the first thing that might come to mind is sitting in the saddle of an ornamental horse, riding in a circle and waving to onlookers as you pass by. If you had the experience of watching a carousel, you know that carousels provide a repetition of visual information until the ride comes to an end. Similar to the carnival version, website carousels are also a […]

In the first blog article of this series, I wrote about my own recent healthcare journey. After undergoing life-saving lung surgery, there I was: in a hospital bed, grateful to be alive and recently off my ventilator — shades of the film “Alien” if you’ve never had the pleasure. And all I had on my […]

Contact Centers are a critical component of every business as it is an entry point for its customers and a pivotal factor in creating a public image. Having a poor and frustrating customer experience can not only turn away existing customers but prevent future growth. The Amazon Connect Health Check can help with identifying subpar […]

As healthcare strategists, the first thing we tell our clients is that all healthcare consumers are on a journey. The story goes something like this: they’re told they or a loved one has a condition, they research and learn more about it, and then they decide to reach out for help. It’s at that inflection […]

A lightning web component (LWC), a new Salesforce module increasing in popularity, allows us to bundle HTML markup and CSS styles into custom HTML elements. However, to understand and utilize an LWC correctly, we need to understand the following: How to create a basic LWC Composition and communication with events in an LWC Reactivity in […]

Ah, product groups and families. There is a great debate (at least in my mind) around how to handle product families and their product children, specifically within your ecommerce platform. I’ve seen it handled two different ways, and while there aren’t any “right” answers, there are some considerations when potentially bundling items on your ecommerce […]