User Experience

  • December 01, 2016 by Mike Barbeau in User Experience

    For the Love of Money (aka Customers)

    WHO CARES? THEY DID. During a recent two-day persona workshop, I saw the depth of our client’s knowledge and empathy for their customers. I saw how their culture was built around providing compassionate customer service and how they expect their customer service representatives to go beyond the expectations of their customers. As I sat in

  • November 30, 2016 by Chris Snook in User Experience

    The C-Suite’s Cheat Sheet to Optimizing Customer Experience

    This week a client emailed the request below asking for some information on how we think about CX governance and organizational design.   I created the content below in response to that and decided it would serve well to repurpose it into a blog for everyone to see. I hope you enjoy.

  • November 21, 2016 by Sean Rice in Content

    Don’t Miss Your Industry’s Brexit

    This year featured a couple of unexpected election outcomes in the U.S. and abroad. Learn how to apply lessons from these elections to answer this question: Do you know who your customers are and why they should vote for you?

  • November 18, 2016 by Chris Snook in User Experience

    Restructuring the Marketing Org Chart to Deliver Great Customer Experiences

    Sample Journey Map According to surveys done by The Economist Intelligence Unit, approximately 80 percent of all marketers believe their teams need to be restructured, with as many as one-third of them feeling this should be an immediate priority. There are volumes of ideas on how you can restructure your organization based upon your vertical, current

  • October 14, 2016 by Mike Barbeau in User Experience

    Designing Versus Design Thinking

    Paintbrushes, styluses (styli?), microphones and most crayons are relatively useless, and sometimes dangerous, in my possession. So clearly, I’m not a designer. That said, I am a design thinker. I wouldn’t have written that a few months ago, but recently, Alyssa Yatabe — an extremely talented and hardworking designer here at Ethology — gave a

  • October 12, 2016 by Chris Snook in Content

    The Customer You Seek Is Seeking You in Return

      In today’s digital world, it is simultaneously easier and harder than ever before to establish, nurture, grow and maintain your relationship between your brand and your customers. The same technologies that have enabled productivity and scale create the struggle of an always-on environment with diminished windows of opportunity and more demands on less staff.

  • September 27, 2016 by Sean Rice in User Experience

    Is Your Digital Experience Frictionless?

    Exposing user experience issues to elevate your metrics. Your site has been live for a year or two. In some ways, it still feels brand new. However, you’ve seen your conversions stagnate despite your best efforts to add features to improve the site. You just launched a new app last week. In the rush to release,

  • February 09, 2016 by admin in User Experience

    The Value of Customer Experience: Why I Will Only Shop at Amazon and Nordstrom

    At this time of year, after the holiday decorations are stored away and I’ve returned all of the misfit gifts, I am reminded why my loyalty to brands like Amazon and Nordstrom only continues to grow.

  • September 22, 2015 by Anthony Quiroz in User Experience

    Integrating User Experience and Content Strategy: 3 Real-life Insights and Lessons

    As User Experience and Content Strategy continue to evolve with technology and research, figuring out how to integrate the two has become increasingly more important, as well as more challenging. What was once equivalent to solving a flat, 100-piece puzzle — figuring out one part, then another part and fitting them together — is now