The practice of planning and organizing people, infrastructure, communication, and material components of a service to improve its quality and the interaction between service providers and customers. Essential for creating effective and user-centered service experiences.
A process by which users are automatically enrolled into a service or program, often used to increase participation rates. Useful for increasing user engagement and participation in services and programs.
AI as a Service (AIaaS) is a service model where AI tools and algorithms are provided over the internet by a third-party provider. Essential for making advanced AI capabilities accessible to businesses.
Representational State Transfer (REST) is an architectural style for designing networked applications based on stateless, client-server communication. Essential for building scalable and efficient web services.
Software as a Service (SaaS) is a software distribution model where applications are hosted by a service provider and accessed over the Internet. Crucial for enabling scalable and cost-effective software solutions for users.
CSAT (Customer Satisfaction) measures how products or services provided by a company meet or exceed customer expectations. Essential for understanding customer needs and improving product offerings.
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. It improves customer service and automates information retrieval.
Simple Object Access Protoco (SOAPl) is a protocol for exchanging structured information in web services. Crucial for enabling communication between applications over a network.
The strategies and tools used to ensure that sales, marketing, and customer service teams have the necessary resources to effectively promote and support a product. Essential for aligning internal teams and ensuring successful product adoption and customer satisfaction.
Business Process Execution Language (BPEL) is a language for specifying business process behaviors based on web services. Important for defining and automating complex business processes in digital product workflows.
The practice of designing products, services, and environments with a focus on the overall user experience. Essential for creating holistic and meaningful interactions.
Time to Value (TTV) is a metric that measures the time it takes for a customer to realize the value of a product or service after purchase. Crucial for optimizing customer satisfaction and improving business outcomes.
CSM (Customer Success Management) is a business methodology focused on ensuring customers achieve their desired outcomes while using a product or service. Crucial for driving customer retention and satisfaction.
The process of maintaining, updating, and improving a product or system after its initial deployment to ensure its continued functionality, performance, and relevance to users. Crucial for ensuring long-term user satisfaction, product reliability, and adaptation to changing user needs and technological advancements.
Application Programming Interface (API) is a set of tools and protocols that allow different software applications to communicate and interact with each other. Essential for integrating different systems and enabling functionality in digital products.
A psychological phenomenon where people do something primarily because others are doing it. Important for understanding social influences on user behavior and trends.
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.
The process of making small, continuous improvements to products, services, or processes over time. Important for sustaining growth and maintaining competitiveness through ongoing improvements.
A methodology for building software-as-a-service apps that emphasizes best practices for development, deployment, and scalability. Important for creating scalable, maintainable, and efficient digital products.
Total Quality Management (TQM) is a comprehensive management approach focused on continuous improvement in all aspects of an organization. Essential for ensuring high-quality products and services and achieving customer satisfaction.
A role responsible for ensuring that products and services are delivered efficiently, on time, and within budget. Crucial for managing project timelines, resources, and stakeholder expectations.
The process of guiding new users through the initial stages of using a product or service, helping them become familiar with its features and benefits. Essential for enhancing user retention and satisfaction by ensuring a smooth introduction to the product.
The rate at which customers stop using a product or service, often used as a metric to measure customer retention. Crucial for understanding customer behavior and improving retention strategies.
Customer Effort Score (CES) is a metric that measures how much effort customers have to put in to interact with a product or service. Crucial for identifying friction points and improving user experience in digital products.
Minimum Viable Product (MVP) is a version of a product with just enough features to be usable by early customers who can then provide feedback for future product development. Essential for validating product ideas quickly and cost-effectively, allowing teams to learn about customer needs without fully developing the product.
A visual representation of the user or customer journey, highlighting key interactions, emotions, and pain points. Essential for identifying opportunities to improve user or customer experiences.
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 percentage of users who take a specific action that signifies they are engaging with a product or service. Important for measuring user engagement and the effectiveness of onboarding processes.
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.
Site Reliability Engineering (SRE) is a discipline that incorporates aspects of software engineering and applies them to infrastructure and operations problems to create scalable and highly reliable software systems. Crucial for maintaining the reliability and efficiency of complex software systems.
A leadership philosophy where the leader prioritizes the needs of the team, empowering and supporting members to achieve their full potential and fostering a collaborative, inclusive environment. Important for building strong, motivated teams, enhancing collaboration, and promoting a culture of trust and respect within an organization.
Quality Function Deployment (QFD) is a method used to transform customer needs into engineering characteristics for a product or service. Essential for ensuring that customer requirements are systematically incorporated into the design and development process.
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.
Business Rules Engine (BRE) is a software system that executes one or more business rules in a runtime production environment. Crucial for automating decision-making processes and ensuring consistency and compliance in digital products.
A Japanese word meaning any activity in a process that consumes resources without adding value. Crucial for identifying and eliminating inefficiencies to optimize workflows and resources.
Monthly Recurring Revenue (MRR) is a metric that quantifies the predictable revenue generated each month from customers. This metric is crucial for SaaS companies to track financial health and growth.
Application Release Automation (ARA) is the process of automating the release of applications, ensuring consistency and reducing errors. Crucial for accelerating the delivery of software updates and maintaining high-quality digital products.
Internet of Things (IoT) refers to a network of interconnected physical devices embedded with electronics, software, sensors, and network connectivity, enabling them to collect and exchange data. Essential for creating smart, responsive environments and improving efficiency across various industries by enabling real-time monitoring, analysis, and automation.
A Lean methodology concept identifying seven types of waste in processes to improve efficiency. Valuable for product managers and engineers to optimize processes and eliminate inefficiencies.
Voice User Interface (VUI) is a system that allows users to interact with a device or software using voice commands. Essential for creating hands-free, intuitive user experiences.
Numeronym for the word "Virtualization" (V + 12 letters + N), creating virtual versions of physical resources, such as servers, storage devices, or networks, to improve efficiency and scalability. Crucial for optimizing resource use and improving scalability.
A dark pattern where the cancellation process is intentionally complicated to discourage users from canceling. Designers must avoid complicating cancellations and respect user decisions with a straightforward process.
Any process or administrative barrier that unnecessarily complicates transactions and creates friction, discouraging beneficial behaviors. Important for identifying and eliminating unnecessary obstacles that hinder user experiences.
A pop-up dialog that appears when a user attempts to leave a page or application, which can be used to prevent loss of progress or data, or to confirm user intent. While it can be used ethically to prevent data loss or confirm actions, designers must avoid using it to deceive, delay, block, or interfere with the user's intent, thus ensuring it does not become a dark pattern.
The practice of guiding and inspiring teams to create effective, user-centered design solutions that align with business goals. Crucial for fostering a culture of innovation, collaboration, and excellence in design practices within organizations.
Conversational User Interface (CUI) is a user interface designed to communicate with users in a conversational manner, often using natural language processing and AI. Essential for creating intuitive and engaging user experiences in digital products.
A research method that focuses on understanding phenomena through in-depth exploration of human behavior, opinions, and experiences, often using interviews or observations. Essential for gaining deep insights into user needs and behaviors to inform design and development.
Cost Per Thousand (CPM) is a metric used in advertising to denote the cost of 1,000 impressions or views of an advertisement. This metric is crucial for measuring and optimizing advertising spend and reach.
The process of tailoring a product or experience to meet the individual needs and preferences of users. Essential for enhancing user engagement and satisfaction by delivering relevant experiences.
The use of biological data (e.g., fingerprints, facial recognition) for user authentication and interaction with digital systems. Crucial for enhancing security and user experience through advanced authentication methods.
Software that acts as an intermediary between different systems or applications, enabling them to communicate and function together. Crucial for integrating various components and ensuring seamless interaction within digital products.
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.
Agile Release Train (ART) is a long-lived team of Agile teams that, along with other stakeholders, incrementally develops, delivers, and operates one or more solutions in a value stream. Important for coordinating Agile development and delivery at scale.