Looking Back, Looking Forward

Kelly Goto Article

A Conversation with Jeffrey Zeldman. Containment life, accessibility and bringing the [web standards] band back together. In honor of the 20th anniversary of our book, Web Redesign 2.0, I took the opportunity to catch up with some of the original industry leaders who contributed expert topics. Jeffrey Zeldman, a good friend and luminary, was the first person I wanted to …

How To Right Size The Scope For Your Next UX Research Project

Felicia Van Every Article

Before embarking on any journey, having a good map means you’re most likely to reach your destination. It’s the same for a research project. By preparing a solid plan, you are more likely to achieve the desired outcomes and you can more accurately predict the time and cost to get there. The following article provides some tips on choosing the …

Journey Mapping for B2B Enterprises

Felicia Van Every Article

With complex and high consideration products and services, customer journey maps are critical in determining how content and touch points can help B2B enterprises grow their customer base. Understanding the customer journey helps validate customer personas, improve the quality of content and messaging, and align teams on customers’ critical moments. Why Journey Maps? Journey research is useful when trying to …

The Era of Adaptive Experiences: Rethinking Universal and Inclusive Design

Kelly Goto Article

If you’ve ever spent a day on crutches, helped a friend manage a wheelchair, or helped an aging and hearing-impaired parent conduct a phone conversation, you’ll appreciate the beauty of universal and inclusive design. And perhaps you’ll understand when we say that these challenges, too, represent a kind of diversity. When most people think of diapers, they think of the …

X Marks the Spot in Experience Design Thinking: UX vs CX vs Service Design

Kelly Goto Article

I have a confession. Although my world is a UX-centric one, I added ‘service design’ to the meta tag of my website and have been using terms like ‘service blueprint’ and ‘swimlanes’ in meetings. I watched as a LinkedIn group changed its title three times from UX to UX / CX / product / strategy and the web site recently …

Shortcuts for your UX Strategy

Sean Dolan Article

20 Research-Driven Insights to Jump-Start your B2B Website Redesign Over the years, the gotomedia and gotoresearch teams have worked with a wide variety of B2B enterprises to enhance their websites. In most cases, we conduct original user research to uncover unique customer behaviors, assumptions and desires. It’s fascinating work that never fails to generate surprising insights leading directly to new …

5 Tips for Creating a UX Research RFP

Sean Dolan Article

Creating an effective Request for Proposal (RFP) for a UX Research project is challenging. This is true whether you have an internal research team in place and you’re looking to augment their efforts, or you’re starting from scratch. In either case, it’s important to understand what needs to be in the RFP (and what doesn’t), so you can find the …

7 things to know when outsourcing your UX

Veronica Vorobyova Article

If you are an in-house UX strategist or product manager bringing in an external UX research agency, you might be wondering how to get the most from the collaboration. We’ve found that companies don’t always know what to expect, what to request from a UX consultancy, or how to socialize the research within the company, and therefore might not be …

Using Empathy Mapping to Drive Design

Keren Flavell Webinar

We are delighted to be guests for an up-coming webinar hosted by the good people at Aging 2.0. TOPIC: “With, Not For” Designing Innovations in Aging through Empathy Mapping and Inclusive Design Teams NOVEMBER 15TH, 2016 – REGISTER FOR THE WEBINAR ON EVENTBRITE We have the ability to create experiences that are situationally appropriate and environmentally aware, regardless of age, …

So Who is Leading our Service Design and Innovation Work?

Keren Flavell Article

I managed to pin down our new Director of Insights and Service Design, Mary Piontkowski, to find out a little more about her. This is what I discovered. Welcome! You seem so enthusiastic about the work you do. Can you give us a brief background as a professional in the field, and how it relates to the work you are …