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The Usability Blog
A Practical Guide to User Experience Insights

Monthly Archives: January 2015

Perspectives on Customer Journey Mapping: Part 2

The Omni-Brand Customer Journey Omni-channel customer journeys of the type laid out in Part 1 of this blog entry dominate much of the  e-commerce thought leadership conversation these days.  As we have developed customer journey mapping methodologies within our own practice, however, we have discovered that omni-brand customer journeys occur more and more frequently.  The… read more

Perspectives on Customer Journey Mapping: Part 1

Would your enterprise benefit from developing omni-brand as well as omni-channel journey maps? This is a two-part blog that looks at how customer journeys evolve and how brand perspectives must adapt if they are to extract all the potential value from any journey mapping exercise. Every journey should be specific to a persona.  In this… read more

Poor Usability Imposes a Time Tax On Your Users

It doesn’t matter whether your users are visitors to your website or customers for your software.  It doesn’t matter whether they are consumers or business people.  Their time is precious to them. Time magazine recently published an article that claimed Americans would pay $2,700 for an extra hour a day.  Small business owners report that… read more

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