An approach to design that considers the entire user journey and all touchpoints, ensuring a seamless and cohesive experience. Crucial for creating integrated and satisfying user experiences across multiple channels and interactions.
The practice of designing products, services, and environments with a focus on the overall user experience. Essential for creating holistic and meaningful interactions.
User Experience (UX) refers to the overall experience of a person using a product, system, or service, encompassing all aspects of the end-user's interaction. Crucial for creating products that are not only functional but also enjoyable, efficient, and satisfying to use.
Customer Experience Management (CEM) is the process of managing and improving the interactions and experiences customers have with a brand across all touchpoints. This process is essential for building strong customer relationships and enhancing brand loyalty.
A psychological perspective that emphasizes the study of the whole person and the uniqueness of each individual, focusing on concepts such as self-actualization and personal growth. Crucial for understanding and designing experiences that cater to individual user needs and potential.
A comprehensive view of a customer that includes data from all interactions and touchpoints across the customer journey. Crucial for delivering personalized experiences and improving customer satisfaction.
The totality of all interactions a customer has with a brand, shaping their overall perception and relationship with the brand. Essential for building strong customer relationships and fostering brand loyalty.
Minimum Viable Experience (MVE) is the simplest version of a product that delivers a complete and satisfying user experience while meeting core user needs. Essential for rapidly validating product concepts and user experience designs while ensuring that even early versions of a product provide value and a positive impression to users.
Elements of a service or product that are not visible to the user but are essential for delivering the front-stage experience. Crucial for understanding and designing the full user experience, including behind-the-scenes elements.
Customer Experience (CX) is the overall perception and feeling a customer has when interacting with a company, its products, or services. Crucial for ensuring positive interactions with a company, driving loyalty and satisfaction.
A strategic framework that designs user experiences to guide behavior and decisions towards desired outcomes. Crucial for creating effective and ethical influence in digital interfaces.
A cognitive bias where one negative trait of a person or thing influences the perception of other traits. Important for designing experiences that counteract or mitigate negative biases in user perception.
A psychological theory proposed by Abraham Maslow that outlines a five-tier model of human needs, ranging from basic physiological needs to self-actualization. Crucial for designing products and services that address various levels of user needs.
A set of principles describing how the human mind organizes visual information into meaningful wholes. Crucial for designing intuitive digital interfaces and cohesive user experiences that align with natural human perception patterns.
Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction based on their likelihood to recommend a product or service to others. Crucial for gauging overall customer sentiment and predicting business growth through customer advocacy.
Large-Scale Scrum (LeSS) is a framework for scaling agile product development to multiple teams working on a single product. It provides a minimalist, large-scale agile approach that maintains the simplicity and effectiveness of Scrum while addressing the challenges of coordination and integration in multi-team environments.
A strategic research process that involves evaluating competitors' products, services, and market positions to identify opportunities and threats. Essential for informing product strategy, differentiating offerings, and gaining a competitive advantage in the market.
A Gestalt principle stating that people will perceive and interpret ambiguous or complex images as the simplest form(s) possible. Important for understanding visual perception and designing intuitive user interfaces.
Key Performance Indicators (KPIs) are quantifiable measures used to evaluate the success of an organization, employee, or project in meeting objectives for performance. Essential for tracking progress, making informed decisions, and aligning efforts with strategic goals across various business functions, including product design and development.
The level of sophistication and integration of design practices within an organization's processes and culture. Essential for assessing and improving the effectiveness of design in driving business value and innovation.
A change management strategy that aligns people, process, and technology initiatives to improve performance and achieve business goals. Crucial for adapting to market changes and ensuring the organization's long-term success.
Quantitative data that provides broad, numerical insights but often lacks the contextual depth that thick data provides. Useful for capturing high-level trends and patterns, but should be complemented with thick data to gain a deeper understanding of user behavior and motivations.
Large Language Model (LLM) is an advanced artificial intelligence system trained on vast amounts of text data to understand and generate human-like text. Essential for natural language processing tasks, content generation, and enhancing human-computer interactions across various applications in product design and development.