Tag: user experience

Comprendere la mobile experience aiuta a costruire app migliori?

su da Gian Carlo Mocciin Digital, Design, UX, Marketing, Loyalty, Social, Media, MobileLascia un commento

Nota Aicex: la mobile experience impatta drasticamente sul livello di apprezzamento delle app. Cosa rende una applicazione mobile una app da 5 stelle?

I have had the opportunity to apply my knowledge about customer loyalty/experience measurement in the area of mobile application development/testing. Today’s post is about what makes a 5-star mobile app.

A 5-Star Rating is the Goal

The 5-star rating scale has become the default mobile app criterion in mobile app stores. In a global survey of mobile savvy users, Mob4Hire, a mobile market research and testing firm, found that  mobile app users, on average, need to see at least a 4-star rating (out of 5 stars) before they download/purchase mobile applications. The bottom line is that mobile apps with higher star ratings are more likely to be downloaded compared to mobile apps with lower star ratings. Mobile users who give a mobile app a 4-star or 5-star rating are also more likely to 1) continue using the app, 2) recommend the app to their friends, 3) download other apps from the same developer and 4) use other competing apps less than users who give a mobile app a 1-star or 2-star ratings. Maximizing the star ratings of a mobile app needs to be the goal of all mobile app developers.

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Forbes: Costruire la Customer Experience quando i clienti ne sanno molto piu’ di voi.

su da Gian Carlo Mocciin CRM, Customer Service, Customer ExperienceLascia un commento

NOTA AICEX: dopo aver discusso di come Steve Jobs “non ascoltava” i desideri dei suoi clienti, ecco una visione diametralmente opposta. I vostri clienti ne sanno molto più di voi.

Do you remember the first day you realized that your customers knew more than you, that they had expert knowledge that you lacked?

It was probably a humbling and, I hope, teachable moment (with you as the teachee), leading you to think about how to build a customer experience in our age of information.

Auto dealers have had these encounters for years with obsessive gearheads who come armed with stats beyond anything a salesman has time to research or rebut.

But now, for all of us in every field of commerce, the advent of Google and the transportability of Google via mobile phones has turned your garden variety customer into an expert. Simply through the power of the customer’s thumbs. And soon, with Google Glass, through the power of the customer’s augmented eyeballs.

To illustrate, let’s cast me as the customer, rather than as service provider or customer experience designer, for a moment. What follows is a true story. Only the names have been, you know.

One Saturday morning I found myself trekking to the guitar store uptown because I needed strings for a ‘‘Baby Taylor.’’ (A Baby Taylor is a more portable version of a standard acoustic guitar.)

The clerk, who was knowledgeable in an approximate sort of way, told me he thought that medium-gauge, full-length guitar strings would work well: just cut off the excess length as needed to make them fit the ‘‘baby.’’ I had a hunch that his answer might be incomplete, and I vaguely wondered why the clerk didn’t look in his system for Taylor’s ‘‘manufacturer’s stringing recommendation’’ before advising me. I didn’t wonder for long, though, before turning the issue over to my iPhone. With just a few thumb strokes—‘‘What kind of strings should I use on my Baby Taylor?’’—

I found an official, enthusiastically detailed description of which strings to use and why the decision matters: Continua a leggere “Forbes: Costruire la Customer Experience quando i clienti ne sanno molto piu’ di voi.” →

UX DESIGN. Seconda parte – L’APPROCCIO CORRETTO

su da Gian Carlo Mocciin Digital, Design, UXLascia un commento

NOTA AICEX: Innovare è più semplice che inventare perché non c’è la “sindrome da foglio bianco”. Tuttavia spesso si dimentica di fare le cose semplici, di coinvolgere e informare i clienti e di imparare dai nostri errori.

Embed from Getty Images

Innovating is much easier then inventing. Let’s face it starting out with a blank canvas is most people’s nightmare. I am no exception. I’d rather start with something than nothing. But at times we are faced with starting something from scratch so, how do you deal with the blank canvas syndrome? Firstly, I’m an application designer. I don’t really like doing web sites I find them boring and ultimately not very challenging. So we will be looking at this type of UX design. Most application interfaces are stemming from a business process that either has been running in another format or is a standard reusable process eg. registration, view customer details, edit/update of data or a standard business workflow that you may be familiar with at some point. Now if I am worth anything as an interaction designer I should now be directing you to the reuse of design patterns, or the location of a good pattern library.  But I can’t, because I don’t use them. No, I’m not a deluded hero of the design world, well certainly haven’t been knighted yet. But I just like moving away from standard conventions, not that they are necessarily bad, they aren’t. I just like to go outside and breathe the fresh air a bit. You know, fill your lungs with that fresh air type of thing. Anyway, here’s how I approach design.

  1. The brief. I was once handed a brief on a post it note. Yes, you heard right. I’ll surmise for you. Peter, make it better. Now, to me that’s one of the best set of requirements I’ve ever had. Freedom! Just make it better. This is what I did first.
    • Break it down to it’s simplest form. Regardless of obstacles, rip it apart to it’s most basic and start drawing boxes and arrows. If you can get it down to a couple of boxes you’ve done it. I brought mine down to 3.
      1. Who am I – Identification
      2. What do I want – Qualification
      3. How can I get it – Application

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La user experience sarà il nuovo elemento di differenziazione: quale sarà l’effetto su internet?

su da Gian Carlo Mocciin Digital, Design, UXLascia un commento
NOTA AICEX: il business richiede una user experience sempre più efficace e veloce. Come cambierà internet?

internet connections

The world of business is changing, as are the locations of the people who are driving that business. How companies reach new users and how they treat them once they do will be the defining business issue of the future. Those who deliver the best user experience to a global audience will win this race will change the internet as we know it.

Improvements to the customer experience come in many forms — it could be a new mobile app, it could be data-driven proactive outreach and troubleshooting, it could be cross-platform messaging. Whatever tactic you choose to improve the user experience, the bar will be set and the stakes will be raised for expectations.

How will this force change the internet? Continua a leggere “La user experience sarà il nuovo elemento di differenziazione: quale sarà l’effetto su internet?” →