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 …

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 …

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 …

Introduction to Rapid UX Research

Kelly Goto Article

User experience or ‘UX’ has finally hit mainstream for companies of all types and sizes. It’s the new corporate buzzword these days. There is a scrappy, almost desperate attempt by companies who’ve previously allowed these “just ok” experiences to survive who are finally being forced to put strategic focus (along with budgets and resources) to make focus on the entire …