Empathy is a buzzword in the UX world, as it should be. We agree that to develop great customer experiences, you need to truly understand your customers – their feelings, needs, concerns and motivations. That begins as early as the research phase of a project. And when it comes to customer journey mapping, we’ve developed a…
Know Your Customer
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“When employed to its full potential, field research done in unique user environments can uncover opportunities to innovate customer experience.” – UX Magazine, Making the Most of Ethnographic Research In last month’s blog “The 3 C’s of Patient Intercepts”, we discussed the technique – including the “why” and “how-to” of patient intercepts, a qualitative research tool to…
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Patient intercepts are a useful tool to understand the real life patient experience. The intercept is a qualitative research method – a 10-15 minute interview in the natural setting of a user. Intercepts offer a unique opportunity to learn about real patient needs, attitudes, behaviors and perspectives in the health care environment. As the first…
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If the term ethnographic research, observation, or contextual research conjures up thoughts of anthropologist Margaret Mead living among natives in the Samoan jungles, then the idea of undertaking similar research for your brand or product can be intimidating. While the classic ethnographic study requires complete immersion into a culture or environment, there are plenty of…
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It’s been almost 20 years since software designer Alan Cooper introduced the concept of the user persona in his book, The Inmates are Running the Asylum: Why High Tech Products Drive Us Crazy and How to Restore the Sanity. Since then, personas have become an essential deliverable in nearly every software development and web design…