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.
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 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 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.
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 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.
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.
Capability, Opportunity, Motivation (COM...) is a framework for understanding Behavior (àB). Important for designing interventions that effectively change user behavior.
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.
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.
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.
The phenomenon where external incentives diminish intrinsic motivation, leading to reduced performance or engagement. Important for designing motivational strategies that do not undermine intrinsic motivation.
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.
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 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.
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.
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 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 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.
A specific group of people identified as the intended recipient of an advertisement or message. Essential for tailoring marketing efforts and achieving effective communication.
The study of how psychological influences affect financial behaviors and decision-making. Essential for understanding and influencing financial decision-making and behavior.
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 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 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.
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.
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.
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 metric used to rank leads based on their engagement with a brand, indicating their readiness to purchase. Crucial for prioritizing leads and improving sales efficiency.
The practice of managing and resolving incidents that disrupt normal operations, ensuring minimal impact on business activities. Essential for maintaining service reliability and managing operational disruptions effectively.
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.
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.
The tendency for individuals to present themselves in a favorable light by overreporting good behavior and underreporting bad behavior in surveys or research. Crucial for designing research methods that mitigate biases and obtain accurate data.
The percentage of email recipients who open a given email. Important for measuring the effectiveness of email marketing campaigns.
A technique used to prime an audience before delivering a persuasive message. Essential for enhancing the effectiveness of persuasive communication by shaping audience receptivity.
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.
The understanding and proficiency in the principles, practices, and processes of design. Essential for empowering individuals to effectively participate in and critique design processes.
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.
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.
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.
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 theory that all behaviors are acquired through conditioning, often used to understand and influence behavior change. Important for designing interventions that promote positive behavior change.
The practice of dividing a customer base into distinct groups based on common characteristics. Crucial for targeting marketing efforts and personalizing customer interactions.
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 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 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.
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.
A research approach that starts with observations and develops broader generalizations or theories from them. Useful for discovering patterns and generating new theories from data.
Common reading patterns users follow when scanning web content, such as the F-pattern, where users read across the top and then scan down the left side. Important for designing layouts that align with natural reading behaviors, improving content engagement and usability.
Substitute, Combine, Adapt, Modify, Put to another use, Eliminate, and Reverse (SCAMPER) is a creative thinking technique that encourages innovation in a product or process. Useful for generating new ideas and improving existing products or processes.
A quick and often temporary fix applied to a software product to address an urgent issue without going through the full development cycle. Essential for maintaining the stability and functionality of digital products in the face of critical issues.
Minimum Marketable Feature (MMF) is the smallest set of functionality that delivers significant value to users and can be marketed effectively. Crucial for prioritizing development efforts and releasing valuable product increments quickly, balancing user needs with business objectives.
A theory that explains how the amount of mental effort required to process information can impact user experience and task performance. Important for designing user interfaces that minimize unnecessary cognitive effort, enhancing usability and user satisfaction.
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.
A principle stating that as the flexibility of a system increases, its usability often decreases, and vice versa. Crucial for balancing versatility and ease of use in design.
A cognitive bias where individuals believe that past random events affect the probabilities of future random events. Important for designers to understand user decision-making biases related to randomness.
An organization that places the product at the center of its operations, ensuring that all departments align their efforts to support product development and success. Crucial for creating a cohesive and focused approach to product development and business growth.
The ability to use learned knowledge and experience, often increasing with age and accumulated learning. Important for understanding how expertise and knowledge accumulation impact design and decision-making.
A method for organizing information based on five categories: category, time, location, alphabet, and continuum. Useful for creating clear and effective information architectures.
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.