Customer Experience and Marketing Automation

As organizations grow in size and the buying cycle gets more complex, maintaining a one-to-one relationship with prospects and customers at every stage of the buyer’s cycle can be quite an arduous task. It takes years to win a customer. Building a positive customer experience is not an overnight process. You have to spend a … Read more

UX Design Creating Transparency and Trust for Machine Learning

How we make machine learning transparent to our customers is one of the great design challenges of our time—and a very necessary one. Machine learning refers to different kinds of algorithms that learn from inputs like human interaction or data and create evolving feedback over time from that input. It can use preexisting data to … Read more

Artificial Intelligence Experience Design Principles

As was the case with the mobile revolution, and the web before that, machine learning is causing us to rethink, restructure, and reconsider what’s possible in virtually every experience we build. At Google, they call this Human-Centered Machine Learning – staying grounded in human needs while solving for them—in ways that are uniquely possible through … Read more

Customer Engagement and Machine Learning

Today’s consumers are overwhelmed by a constant deluge of advertisements and promotions. They are tired of the noise and fatigued by all the product options. They increasingly desire the personalized attention they get from Amazon, Netflix and other brands they interact with. We are living in an experience economy where mere goods and services are … Read more

How to Get from Information to Meaning: From Data to Journey Maps

From the article,”To Understand Consumer Data, Think Like an Anthropologist” in From Data to Action: a Harvard Business Review Insight Center Report, Susan Fournier and Bob Rietveld share: “Corporate social-listening efforts are typically driven by econometricians, computer scientists, and IT technicians—the people who are experts in database management. They understand digital information, but they don’t always … Read more

Experience Design Principles for Machine Learning

I find myself going back to Fabien Girardin’s excellent article, Experience Design in the Machine Learning Era, and mining it for more gold. Fabien shares: “Nowadays, the design of many digital services does not only rely on data manipulation and information design but also on systems that learn from their users. If you would open the … Read more

Fogg’s Seven Strategies to Influence Behavior in Experience Design

According to Dr. BJ Fogg, founder of the Persuasive Tech Lab at Stanford University and the Fogg Behavioral Model, persuasive technology uses seven strategies to influence behavior: Reduction – Simplify the task the user is trying to do. Tunneling – A step-by-step sequence of activities that guides 
the user through the behavior. Tailoring – Provide feedback … Read more

User Experience Insights Drive Better AI

In the Harvard Business Review article, AI Won’t Change Companies Without Great UX, Michael Schrage asked the question, “As artificial intelligence algorithms infiltrate the enterprise, organizational learning matters as much as machine learning. How should smart management teams maximize the economic value of smarter systems?”: “Strategically speaking, a brilliant data-driven algorithm typically matters less than … Read more

Data Science Meets Design Thinking

In the O’Reilly article, Design thinking and data science: Solving problems with data necessitates a diversity of thought, Dean Malmgren from Datascope and Jon Wettersten from IDEO shares: “Problem solving not only requires a high-level conceptual understanding of the challenge, but also a deep understanding of the nuances of a challenge… Solving problems with data necessitates a … Read more