Tag Archives: Ease of Use

The Epicenter of Your Project: The Customer

Equipped with green screens, function key navigation and unforgiving error messages, the claims system I was charged with training my colleagues was complex to navigate for even the most experienced users.  “Be patient with yourself” was the reminder I often … Continue reading

Posted in Achieve Success, Customer Experience, Project Management | Tagged , , , , , , , , , , , , , , , , | 6 Comments

Four Steps to Video Success on the Web

Video is becoming the new ‘photograph’ on more and more web sites.  Being an interaction designer interested in optimizing customer experiences on the web, I’ve been doing some research on video web standards. One stop on my research trail was … Continue reading

Posted in Accessibility, Customer Experience, Innovation, Usability, Video | Tagged , , , , , , , , , , , , | Leave a comment

Does Search Engine Optimization Really Matter?

I’ve had the pleasure of spending time with James Lambert, owner of JBLConnect talking innovation and technology.  A recognized search engine optimization (SEO) guru, he graciously agreed to be a guest blogger and provide some insight on the real value of SEO. by James Lambert When … Continue reading

Posted in Customer Experience, Delightful, Entrepreneur, James Lambert, Search Engine Optimization | Tagged , , , , , , , , , , , , | Leave a comment

Familiar Packaging Design Impacts Customer Experience

There’s a customer experience associated with just about everything. What people think and how they feel while they interact with a product, technology or process shapes their customer experience – positive or negative. In this example, George explains how his … Continue reading

Posted in Brand Expecations, Customer Experience, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Innovation, Listen, ROI, Strategy, Trust, Uncategorized, Usability | Tagged , , , , , , , , , , , | Leave a comment

ROI of the Customer Experience: Why Design with the Agent in Mind?

I was recently having a conversation with an insurance agency principle who was trying to increase business written with a particular company.  He was a bit perplexed because although he encouraged agency Customer Service Representatives(CSRs) to quote with this company … Continue reading

Posted in 2011, Achieve Success, Commercial Lines, Customer Experience, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Insurance, Insurance Agents, On Schedule, Personal Lines, Policy Quoting and Administration Systems, Recommend, ROI | Tagged , , , , , , | Leave a comment