I passed the test to become a Certified Customer Experience Professional, a CCXP. This is a certification offered by the Customer Experience Professionals Association. I have been doing experience design and related work for many years. When I read, it … Read More
Social Media Insights can be a great way to understand and engage with your users and customers. Before you can start gathering insights, you need to have a listening strategy in place. Once you have that, you can move on … Read More
To be effective at social media listening, you need to develop a clear strategy. I am happy to report that I have discovered the secret formula for social insights success. It is: SI = 5W * (C+D)+V+A. OK so there … Read More
In conversations recently, people have been asking me what is social listening. So, I thought I would share a brief definition. Social listening, or social media listening, is finding the public conversations that are being shared in social media so … Read More
I believe one of the main points of Experience Design is to meaningfully engage with real people so that we can make the products & services they use, and their experiences, better. I love this quote from Brains on Fire. … Read More
When I started learning experience design, the emphasis on ensuring people could complete their tasks easily. We used phrases like ‘ease of use’. One of the influential books was Don Norman’s Design of Everyday Things which identified all of the … Read More
Welcome to the Experience Design Blog. In this place, I plan to write about what is experience, how can designers and others create great experiences, and why that is relevant to the world of business. I know many of you … Read More