How Is an iPod Similar to a Contact Center?
During a field study that included a major financial institution’s contact center, a senior manager grabbed my attention with this nugget: “every second is a full-time employee in our world” [1]. He went on to describe how, if the average-call Continue Reading »
User Experience Engineering Essentials: Series Introduction
This post is the first in a series of 16, originally published on April 15th, 2006 as the “UXE White Paper: User Experience Engineering Essentials.” I coined the term “User experience engineering (UXE)” to describe a structured research, design, and Continue Reading »
What is User Experience Engineering? (UXE Essentials Series)
User experience engineering (UXE) is a structured research, design, and evaluation process whose goal is to make user interactions with a product or service easy, efficient, and enjoyable. UXE methods can be and are applied to the development of virtually Continue Reading »
The Visceral Level (UXE Essentials Series)
Although certain personality traits moderate visceral influences [17], the visceral level of experience is largely pre-wired and biologically determined. We have evolved visceral responses that attract us to objects and environments that provide a survival advantage and repel us from Continue Reading »
The Behavioral Level (UXE Essentials Series)
Designing for the visceral level of experience attracts attention and may motivate a customer to buy a product. But consider what can happen when the product does not deliver at the behavioral level what it implies at the visceral: Shortly Continue Reading »