Obstacles to effective communication that arise from differences in understanding the meanings of words and symbols used by the communicators. Crucial for designing clear and effective communication systems and avoiding misunderstandings.
Often referred to as "marketing funnel", a model that represents the user journey from awareness to purchase used to analyze and optimize conversion of prospects to customers. Essential for understanding and improving the customer journey and conversion process.
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.
A systematic evaluation of behaviors within an organization or process to identify areas for improvement and ensure alignment with goals. Crucial for understanding and improving user behaviors and organizational processes.
A theory that suggests the depth of processing (shallow to deep) affects how well information is remembered. Important for designing educational content and user interfaces that enhance memory retention.
The initial interaction a customer has with a brand. Important for understanding the beginning of the customer journey.
A unit of measure used in Agile project management to estimate the relative effort required to complete a user story or task. Crucial for planning and managing workload within Agile teams.
A social norm of responding to a positive action with another positive action, fostering mutual benefit and cooperation. Important for designing user experiences and systems that encourage positive reciprocal interactions.
An overarching idea or theme that guides the design process, providing direction and coherence to the final product. Essential for ensuring that all design elements align with a central vision and purpose.
A pricing strategy where a high-priced option is introduced first to set a reference point, making other options seem more attractive in comparison. Important for shaping user perceptions of value and creating a benchmark for other pricing options.
A cognitive bias where bizarre or unusual information is better remembered than common information. Useful for designers to create memorable and engaging user experiences by incorporating unique elements.
A behavioral economics model that explains decision-making as a conflict between a present-oriented "doer" and a future-oriented "planner". Useful for understanding user decision-making and designing interventions that balance short-term and long-term goals.
A medium through which a product or service is delivered to a customer, including physical and digital channels. Crucial for understanding how products and services reach end users.
An experimental design where different groups of participants are exposed to different conditions, allowing for comparison between groups. Important for understanding and applying different experimental designs in user research.
A detailed diagram that visualizes the processes, touchpoints, and interactions involved in delivering a service, helping to identify areas for improvement. Crucial for optimizing service delivery and ensuring a seamless user experience.
A psychological state where individuals lose their sense of self-awareness and personal responsibility in groups, often leading to atypical behavior. Crucial for understanding group dynamics and designing experiences that promote positive group interactions.
A large body of work that can be broken down into smaller tasks or user stories, used in agile project management to organize work. Essential for managing and organizing large projects in agile development.
A theoretical approach that focuses on observable behaviors and dismisses internal processes, emphasizing the role of environmental factors in shaping behavior. Foundational for understanding how external factors influence user behavior and for designing behavior-based interventions.
The use of data from digital devices to measure and understand individual behavior and health patterns. Crucial for developing personalized user experiences and health interventions.
Average Revenue Per Account (ARPA) is a metric used to measure the average revenue generated per user or account. Crucial for understanding and optimizing revenue streams in subscription-based businesses.
The level of awareness or popularity a product or brand has among consumers. Essential for understanding brand perception and guiding marketing and product design strategies to enhance visibility and user adoption.
Practical applications of behavioral science to understand and influence human behavior in various contexts. Crucial for applying scientific insights to design and improve user experiences and outcomes.
A cognitive bias where people prefer the option that seems to eliminate risk entirely, even if another option offers a greater overall benefit. Important for understanding decision-making and designing risk communication for users.
A cognitive bias where individuals evaluate the value of bundled items differently than they would if the items were evaluated separately. Important for understanding user behavior and designing effective product bundles and pricing strategies.
Explainable AI (XAI) are AI systems that provide clear and understandable explanations for their decisions and actions. This transparency is crucial for building trust and confidence in AI applications across various domains.
The tendency to attribute positive qualities to one's own choices and downplay the negatives, enhancing post-decision satisfaction. Useful for understanding user satisfaction and designing experiences that reinforce positive decision outcomes.
A framework for discovering and validating the right market for a product, building the right product features, and validating the business model. Important for ensuring that products meet market needs and customer expectations.
The process of exceeding customer expectations to create a positive emotional reaction. Important for building customer loyalty and enhancing brand reputation.
The process of comparing design metrics to historical performance, competitive standards, or industry best practices to identify areas for improvement. Crucial for measuring progress, improving practice maturity, and evaluating competitive differentiation.
A concept in behavioral economics that describes how future benefits are perceived as less valuable than immediate ones. Important for understanding user preferences and designing experiences that account for time-based value perceptions.
The phenomenon where people remember information better when it is presented through multiple sensory modalities rather than a single modality. Crucial for enhancing memory retention and understanding through multimodal presentations.
The tendency to judge the strength of arguments based on the believability of their conclusions rather than the logical strength of the arguments. Important for understanding cognitive biases that affect decision-making and user perceptions.
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.
A cognitive bias where individuals overlook or underestimate the cost of opportunities they forego when making decisions. Crucial for understanding user decision-making behavior and designing systems that highlight opportunity costs.
A logical fallacy in which it is assumed that qualities of one thing are inherently qualities of another, due to an irrelevant association. Important for avoiding incorrect associations in user research and data interpretation.
The tendency to favor people who are similar to oneself in terms of background, beliefs, or interests. Important for recognizing and mitigating bias in user research and team dynamics.
A theory that suggests people learn behaviors, skills, and attitudes through observing and imitating others, as well as through direct experiences. Crucial for understanding how users acquire new behaviors and designing educational or training programs.
A semi-fictional representation of an ideal customer based on market research and real data about existing customers. Essential for targeting design and marketing efforts to meet the needs and preferences of specific user groups.
The study of strategic decision making, incorporating psychological insights into traditional game theory models. Useful for understanding complex user interactions and designing systems that account for strategic behavior.
The hypothesis that safety measures may lead to behavioral changes that offset the benefits of the measures, potentially leading to risk compensation. Crucial for understanding risk behavior and designing systems that account for compensatory behaviors.
The ability to recognize, understand, and manage one's own emotions and the emotions of others. Essential for designing empathetic user experiences and effective team collaboration.
Any interaction or communication between a brand and its audience. Important for managing and optimizing all points of contact to ensure a positive brand experience.
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.
The understanding and proficiency in the principles, practices, and processes of design. Essential for empowering individuals to effectively participate in and critique design processes.
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 percentage of customers who stop using a product or service during a specific time period. Essential for understanding customer retention and identifying areas for improvement.
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 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 behavior in which an individual provides a benefit to another with the expectation that the favor will be returned in the future, fostering mutual cooperation and long-term relationships. Important for building trust, cooperation, and mutually beneficial relationships in various social and professional contexts.
The practice of dividing a customer base into distinct groups based on common characteristics. Crucial for targeting marketing efforts and personalizing customer interactions.
The complete set of experiences that customers go through when interacting with a company, from initial contact to post-purchase. Essential for understanding and optimizing each touchpoint in the customer lifecycle.
A theory suggesting that information processed at a deeper, more meaningful level is better remembered than information processed at a shallow level. Crucial for designing educational and informational content that enhances retention and understanding.
The application of neuroscience principles to marketing, aiming to understand consumer behavior and improve marketing strategies. Important for creating more effective and engaging marketing campaigns.
A decision-making strategy where individuals allocate resources proportionally to the probability of an outcome occurring, rather than optimizing the most likely outcome. Important for understanding decision-making behaviors and designing systems that guide better resource allocation.
The process of preparing, equipping, and supporting individuals to successfully adopt change to drive organizational success and outcomes. Crucial for ensuring smooth transitions and effective implementation of new processes or systems.
A cognitive bias where people are less likely to spend large denominations of money compared to an equivalent amount in smaller denominations. Useful for designers to understand consumer behavior and design pricing strategies that consider spending biases.
The process of making tools, methods, and knowledge accessible to a broader range of people within an organization or community, allowing non-specialists to participate and contribute meaningfully. Important for fostering inclusivity, enhancing collaboration, and leveraging diverse perspectives to improve outcomes across various disciplines.
Voice of the Customer (VOC) is a process for capturing customers' expectations, preferences, and aversions. Crucial for guiding product development and improving customer satisfaction.
The tendency to cling to one's beliefs even in the face of contradictory evidence. Important for understanding resistance to change and designing interventions that address this bias.
A cognitive approach that involves meaningful analysis of information, leading to better understanding and retention. Crucial for designing educational and informational content that promotes deep engagement and learning.