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General

UX-Maturity Stage 1: Absent

View the original postSummary: A company at this stage is either oblivious to UX or believes it doesn’t apply to what it does. This article describes stage 1 in the six-stage NN/g UX-maturity model . Get an idea of your organization’s UX maturity by taking a short quiz (10 minutes or less). In stage-1 organizations, user […]

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General

UX vs. Service Design

View the original postSummary: User experience is focused on what the end user encounters, whereas service design is focused on how that user experience is internally created. In our service-blueprinting course, we often are asked about the difference between UX (or CX) and service design. They are sides of the same coin. User experience (which, for the […]

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Workshops

UX-Roadmapping Workshops: Agenda + Activities

View the original postSummary: Collaboratively create a UX roadmap in a workshop setting by guiding participants through activities that familiarize them with the project goals, context, and inputs and that identify key roadmap themes and priorities. A UX roadmap is a strategic, living artifact that aligns, prioritizes, and communicates a UX team’s future work and the […]

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General

Three Levels of Pain Points in Customer Experience

View the original postSummary: Pain points are problems that occur at the different levels of the customer experience: interaction level, customer-journey level, or relationship level. UX professionals aim to create end-to-end customer experiences that serve the user goals as effectively as possible. To that end, we conduct user research to understand our users, their needs, and […]

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General

Design Thinking: The Learner’s Journey

View the original postSummary: As an individual learns design thinking, they go through 4 learning phases: newcomer, adopter, leader, and grandmaster. Two years ago, we began a long-term research project to better understand design thinking : how practitioners incorporate it into everyday work and its effects on project outcomes. In setting out to define a design-thinking […]