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Product-centric design can be an efficient way to design interfaces, but it can often lead to disjointed and poorly optimized customer journey experiences. Kim Flaherty shares her recent research into journey-centric design, and insights on how a journey-centric design practice can help organizations overcome product-centric challenges.
Report:Architecting a Journey Management Practice
Learn more about Kim:
â Bioâ | â LinkedInâ
NN/g Resources about Journey Management:
â The 3 Competencies of Journey Management (5-min video)â
â Journey Management vs. Service Design (4-min video)â
â The Practice of Customer-Journey Management (free article)â
â Customer Journeys and Omnichannel UX (free article)â
â Journey Mapping to Understand Customer Needs (UX Certification course)â
â Customer-Journey Management (UX Certification course)â
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With AI developing rapidly, and AI policy often lagging behind, calls for responsible tech design and development are louder and more public than ever. In this episode, Paige Lord offers some insight into ways UX professionals can play a role in creating ethical AI products and services.
Learn more about Paige Lord:
LinkedIn: https://www.linkedin.com/in/thepaigelord/
TikTok: https://www.tiktok.com/@aiethicswithpaige
YouTube: https://www.youtube.com/@aiethicswithpaige
Substack: https://thepaigelord.substack.com/
Other related content:
Design Risk Assessment (free article) NN/g Articles & Videos about AI Practical AI for UX Professionals Course Emerging Patterns in Interface Design CourseResponsible AI Institute: https://www.responsible.ai/
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Icons are popular components to incorporate into digital designs that can help simplify user experiences. But, not every icon is created equal. In this episode, Kate Kaplan shares the latest insights from her research on digital iconography which can be found in her new book, Digital Icons that Work.
Learn more about Kate Kaplan: Bio | LinkedIn
Her book: Digital Icons That Work (nngroup.com)
Other Related Articles:
Imagery in Visual Design Article Digital Icons UX Quiz -
Accessibility isnât a novel concept, but in the realm of digital design, it's rare to find a product or service that's truly accessible to a broad audience with many needs. In this episode, StĂ©phanie Walter shares a bit about what got her interested in accessibility to begin with, what accessibility truly means in UX, some common misconceptions, and how designers can create more inclusive experiences.
Learn more about Stéphanie Walter: LinkedIn | stephaniewalter.design
WCAG Standards
Related NN/g Resources:
Accessibility and Inclusivity Study Guide (free article)
How to Conduct Usability Studies with Accessibility Report (free report)
Usability Guidelines for Accessible Web Design Report (free report)
Accessibility Articles and Videos
Emerging Patterns in Interface Design Course (NN/g UX Certification-eligible course)
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âIf you squint hard enough, every problem is a prioritization problem.â -Harry Max
UX professionals are often faced with the challenge of managing backlogged work and doing so with limited time, budget, and resources. In this episode, we chat with Harry Max about the common misconceptions with prioritization and how to get better at it over time.
â Learn more about Harry Max
NN/g Articles & Training Courses
5 Prioritization Methods in UX Roadmapping (free article)
Using Prioritization Matrices to Inform UX Decisions (free article)
Using Trade-Off Scales for Prioritization in UX Design Projects (2 min video)
Incorporating UX Work into Your Agile Backlog (free article)
Related Courses
UX Roadmaps
Design Tradeoffs and UX Decision-Making
Generating Big Ideas with Design Thinking
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Expanding into global markets is a key priority for companies in today's interconnected world. While many companies rely on translations for their digital platforms, this is just one aspect of effective global expansion. In this episode, we're joined by Feifei Liu, International UX Researcher at NN/g. She discusses the importance of cross-cultural research and its role in helping organizations effectively expand into international markets while honoring cultural values and practices.
â Learn more about Feifei Liuâ
NN/g Articles & Training Courses
Modify Your Design For Global Audiences: Cross Cultural UX Design
International Usability Testing: Why You Need It?
Cultural Differences in User Research Facilitation
Translate User-Generated Content For Global Audiences
4 Ways to Support International Purchasers
6 Tips for Improving Language Switchers on Ecommerce Sites
Other Resources
Hofstedeâs Cultural Dimensions Theory
Chapters
(0:00) Intro
(01:15) Cross-cultural UX research: What is it?
(06:57) Importance of cross-cultural UX research
(09:46) Factors designers and researchers need to consider when creating cross-cultural designs
(13:07) Example of a localized design (Australian pharmacy website)
(15:34) Developing a cultural lens
(18:42) Facilitating cross-cultural UX research
(25:19) Keeping up with cultural trends
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In this episode, we dive into User Interviews with Steve Portigal, discussing their critical role in product development and design research. User interviews, a qualitative method, involve conversations with users to gather insights about their experiences, behaviors, and needs. We discuss the benefits of this approach, such as deep user empathy and informed decision making, alongside common challenges like bias and recruitment. Join us in understanding when to use user interviews and how to get the most out of them.
NN/g Articles & Training Courses
User Interviews (full-day/2 half-day UXC course)
User Interviews 101 (free article)
The 3 Types of User Interviews: Structured, Semi-Structured, and Unstructured (free video)
When to Use Which User-Experience Research Methods (free article)
5 Facilitation Mistakes to Avoid During User Interviews (free article)
â Learn more about Steve Portigal
Interviewing Users (2nd Edition) 20% discount code: interviewing
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AI is changing faster than we can sometimes process and will likely do so for a while. The recent tech layoffs have also not spared UX professionals, adding to the uncertainty about our future roles in this rapidly changing environment. While there is still much we don't know about AI, Don Norman, co-founder of NN/g, and Sarah Gibbons, VP at NN/g, share their insights on the future roles of designers, encouraging professionals to think big in the wake of AI's advancements.
Related NN/g Articles & Training Courses
Generative UI and Outcome-Oriented Design
AI as a UX Assistant
The 4 Degrees of Anthropomorphism of Generative AI
AI Chat Is Not (Always) the Answer
AI-Powered Tools for UX Research: Issues and Limitations
Prompt Structure in Conversations with Generative AI
Sycophancy in Generative-AI Chatbots
New Course: Practical AI for UX Professionals
Other Related Content
â Don Normanâs Websiteâ
Chapters
0:00-1:12 - Intro
1:13-18:18 - What will designâs role be as AI expands?
18:18-23:15 - What is going to stay the same as AI expands?
23:16-end - Rapid Fire Questions
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Extended reality (XR) experiences hold the potential to transform the way we learn, work, and collaborate. Specifically, it can make educational experiences more interactive, engaging and ultimately drive higher learning outcomes. In this episode, we feature Jan Plass, who discusses the affordances of XR technology, provides examples of XR learning experiences and shares his expectations for its impact on the education landscape. Jan Plass is a Professor at New York University, Paulette Goddard Chair, and Director of CREATE. Learn more about Jan Plass:CREATE LabLooking Inside CellsOn the Morning You WakeVerizon AR/VR Learning Apps (i.e. Visceral Science, Mapper's Delight, UNSUNG, Looking Inside Cells etc.)NN/g ARTICLES & TRAINING COURSESAugmented/Virtual Reality vs. Computer Screens10 Usability Heuristics Applied to Virtual RealityVirtual Reality and User ExperienceEmerging Patterns in Interface Design â (full-day/2 half-day UXC course)
The Design of Everyday ThingsCHAPTERS:0:00-3:13 - Intro3:13-5:35 - What is XR?5:35-8:54 - XR as a Learning Opportunity8:54-12:19 - Examples of XR for learning 12:19-15:30 - Evidence of Learning with VR Technology15:30-18.51 - Can VR features Induce Emotions and Result in Better Learning Outcomes?18:51-23.45 - Comparing UX in 2D and 3D spaces?23:45-27:41 - Accessibility and Inclusivity in XR27:41 - XR Development: The Role of Affordances
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The surge of AI is currently changing the way we work and live. To avoid feeling left behind, it is important to engage with and understand these tools. This is true for UX designers just as much as almost everybody else. In this episode, we feature Henry Modisett from Perplexity AI and Kate Moran to get two insightful perspectives on the current state of AI and its connection to UX.Learn more about Henry ModisettLearn more about Kate MoranPerplexity.AINN/g ARTICLES & TRAINING COURSESAI for UX: Getting Started (free article)AI & Machine Learning Will Change UX Research & Design (free video)AI Improves Employee Productivity by 66% (free article)AI-Powered Tools for UX Research: Issues and Limitations (free article)AI: First New UI Paradigm in 60 Years (free article)Sycophancy in Generative-AI Chatbots (free article)Information Foraging with Generative AI: A Study of 3 Chatbots (free article)The ELIZA Effect: Why We Love AI (free article)Practical AI for UX Professionals (full-day/2 half-day UXC course)CHAPTERS0:00 Intro1:43 Perplexity AI: History & Value Proposition10:30 Perplexity AI: Next Steps & Future Developments15:04 Making AI User Friendly: Generative Interfaces24:33 Understanding AI as a Consumer Product28:28 Mental Models for AI30:41 An Outlook for AI35:51 NN/gâs Role in the AI Movement37:34 Anthropomorphism of AI40:07 Dealing with the Fear of AI
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Wireframing is an incredibly useful design technique to flesh out conceptual ideas and communicate them to others. However, with the advent of powerful prototyping tools, some designers may think of these as irrelevant or outdated practices. Leon Barnard, Content Manager at Balsamiq and co-author of the book Wireframing for Everyone, discusses why he thinks wireframing is not only still relevant, but essential for maximizing creativity and innovative thinking.
Connect with Leon Barnard Balsamiq Wireframing AcademyWireframing for Everyone (book) by Michael Angeles, Leon Barnard, & Billy CarlsonRelated NN/g Articles & Training Courses
How to Draw a Wireframe (Even if You Canât Draw) (free article)
UX Basics: Study Guide (collection of free articles)
UX Basic Training (UX certification course)
UX Deliverables (UX certification course)
Visual Design Fundamentals (UX certification course)
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We often talk about measuring progress, but it can sometimes be harder to do in practice than in theory, especially when youâre combining mixed research methods. However, some teams have managed to not only make sense of the data, but use it to make award-winning designs. In this episode we feature two members of Princeton Universityâs award-winning intranet team: Charlie Kreitzberg, Senior UX Advisor, and Christian Knoebel, Director Digital Strategy, and how they combined two frameworks: the 5D Rubric and pairLab, to bridge the gap between UX and product design.
Learn about the 5-D Rubric
Learn about pairLab
Related NN/g resources:
10 Best Intranets of 2022 (the year Princeton University won) (free article) Intranet & Enterprise Design Study Guide (free article) Past Intranet Design Annual: 2022 (the year Princeton University won) (534-page report) Intranet Design Annual: 2023 (most recent awards) (483-page report) -
Measuring a user experience can be intimidating at first, but it's an essential part of determining whether your work is moving in the right direction (and by how much). UX Master Certified Dr. John Pagonis shares his experiences from working with other organizations on measuring UX improvements and interpreting quantitative data.
Learn more about John Pagonis:
Connect on LinkedIn Watch a past keynote talk: Usefulness measurement: A practical guide for all UXers (37 min video)âNN/g Resources about Usability and UX Metrics:
Usefulness, Utility, and Usability by Jakob Nielsen, PhD (2-min video) The UX Unicorn Myth (decathlon analogy, explained, 2-min video) Usability 101 by Jakob Nielsen, PhD (free article) Measuring UX and ROI (full-day course for UX certification) â UX Metrics and ROI by Kate Moranâ â (297-page report)NN/g Articles about Microsoft's Desirability Toolkit and Adjectives List
â Using the Microsoft Desirability Toolkit to Test Visual Appealâ (free article) â Microsoft Desirability Toolkit Product Reaction Wordsâ (free article)Jeff Sauro, PhD on UX-Lite, UMUX-Lite, SUS, SEQ
(an aside: his website, MeasuringU.com, is an excellent resource)
10 Things To Know About The Single Ease Question (SEQ) Measuring Usability with the System Usability Scale (SUS) 5 Ways to Interpret a SUS Score Measuring Usability: From the SUS to the UMUX-Lite â Evolution of the UX-Liteâ -
(But don't worry, we will still continue publishing future episodes on Spotify, Apple Podcasts, and many other platforms!)
Check out our YouTube Channel here
Go to our YouTube Podcast playlist
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Research with employees might sound easy in theory: you work in the same company as the people you need to observe or interview, and you might not even need to pay them for input. However, there's a bit more to it than meets the eye. In this episode, we feature UX Master Certified Angie Li, and she discusses what has helped her organize and run successful research with internal team members.
Learn more about Angie Li
NN/g Articles & Training Courses
Employees as Usability-Test Participants (free article) Structuring Intranet Discovery & Design Research (free article) Ethnographic User Research (full-day/2 half-day UXC course) User Interviews (full-day/2 half-day UXC course) Usability Testing (full-day/2 half-day UXC course) -
Members of our UX Master Certified community are applying UX principles to their work in a range of different ways. In this episode, we interview Thomas Wilson, Senior Principal Service Designer at United Healthcare and discuss what service design is and what makes it challenging and rewarding.
Learn more about Thomas Wilson: LinkedIn
NN/g Service Design Resources:
Service Blueprinting (full-day or half-day formats) Service Design Study Guide (free article with links to many more) Learn more about UX Master CertificationSome of the (many) people and organizations Thomas mentioned:
Don Norman Service Design Network Erika Hall Adam St. John Lawrence Marc Stickdorn Anthony Ulwick Bob Moesta -
Building stakeholder relationships is no easy task but it is crucial for getting buy-in, aligning expectations and ultimately building trust. But, what even is a "stakeholder" and how do you know if you have good relationships built? In this episode, we feature a conversation between Samhita Tankala and Sarah Gibbons who discuss the challenges that come with stakeholder management and how to build successful relationships.
Learn more about Sarah Gibbons
Related NN/g articles, videos, and courses:
Successful Stakeholder Relationships (UX Certification course) How to Sell UX: Translating UX to Business Value (Video) How to Collaborate with Stakeholders in UX Research (Article) UX Stories Communicate Designs (Article) Making a Case for UX in 3 Steps (Video) Stakeholder Analysis for UX Projects (Article) UX Stakeholders: Study GuideOther sources Sarah mentioned:
The Five Dysfunctions of a Team by Patrick Lencioni -
The importance of mentorship for personal and professional development is an often-discussed topic, yet it can be challenging to find a mentor or become a mentor yourself. In this episode, we feature a conversation between a mentee, NN/gâs Tim Neusesser, and his mentor, Travis Grawey. In this episode they discuss how mentorship has impacted both of their careers.
Learn more about Tim Neusesser
Learn more about Travis Grawey (who mentors along with many others at ADPList)
Related NN/g articles & videos:
Why You Need UX Mentoring (video) â The C's of Great UX Mentorshipâ (video) Finding UX Mentors (video) UX Careers Report (free report) -
Have you ever wondered what it's like to usability test a video game? Or what goes on behind the scenes of gaming studios as they prepare for big release dates? In this episode, games user researcher Steve Bromley shares how he got into the field, and what makes games different from traditional user experiences.
Steve's Website: gamesuserresearch.com; Steve's Book: â How To Be A Games User Researcher
Other websites Steve Mentioned
A Theory Of Fun For Game Design (Raph Koster) A Playful Production Process Game Developer Conference VideosNN/g's Free Articles and Videos on Games & Gamification:
10 Usability Heuristics Applied to Video Games (article) Games User Research (article) Video Game Design and UX (video) Gamification in the User Experience (video) Psychology & UX Study Guide (free study guide)NN/g UX Certification Courses (full-day or half-day formats)
Persuasive & Emotional Design The Human Mind and Usability -
If you ask experienced UX practitioners how to stay user-centric, youâll inevitably hear something about the importance of customer journeys. However, as teams become more mature in their UX practices, the number of journeys being tracked and analyzed has been growing, sometimes faster than teams can manage, leading to scattered and uncoordinated redesign efforts. In this episode, we hear some tips about customer journey management from Kim Salazar of NN/g and Jochem van der Veer of TheyDo, a customer journey management platform.
Learn more about the episode guests:
Kim Salazar, Senior UX Specialist at NN/g
Jochem van der Veer, Co-Founder & CEO, TheyDo / TheyDo.com
Related NN/g courses & reports:
Customer-Journey Management (full-day / 2 half-days course)
Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report)
Related NN/g articles & videos:
The Practice of Customer-Journey Mangement (free article)
What is Journey Management? (3 min video)
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