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Are you still sending email to educate users after major product updates?

The web app your customers are using today is not the product they will be using in six months time. Product teams are accustomed to rapid product development: deploying several times a day, constantly pushing out improvements. Likewise consumers are familiar with rapidly changing software and often expect it. But in this world of rapid …

Are you still sending email to educate users after major product updates? Read More »

Why you won’t find interactive guides in any 2015 CX trend predictions

It’s now February 3rd and the the season of prediction in Customer Experience and User Experience is at an end. Presumably it is time to start implementing on all this futurethink and seeing the landscape transform with stunning customer experiences delivered at light speed. Absent in these predictions is anyone expressly mentioning interactive guides as part of …

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Are interactive guides the next superstars of user experience design?

The worlds of user experience (UX), customer experience (CX), service design, even growth-hacking are littered with philosophies and sophistries on how to gain incremental, small percentage gains in user conversion and/or retention. Millions of dollars and hours are spent engaging and re-engaging experience architects to make features and products discoverable. Millions more are lost on …

Are interactive guides the next superstars of user experience design? Read More »

Videos vs interactive how-to guides: which is best for you?

In the world of customer success there are only two real contenders for producing effective self-service resources: videos and interactive how-to guides. Both solutions allow you to educate your customers on how to extract the most value from your application: therefore reducing churn, increasing feature adoption and satisfying customers. Each has it’s benefits but which …

Videos vs interactive how-to guides: which is best for you? Read More »