Blog Posts About Customer Experience

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Identify, Prioritize, Fix: Fight UX Friction at Its Source

UX designers sometimes feel like they’re under pressure to read minds. In fact, this is often explicitly what managers and executives expect them to do. While it seems an unreasonable request at first, UX design does involve a kind of clairvoyance — just not necessarily a supernatural one. The designer’s foreknowledge of user behavior mostly […]
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[VIDEO] Erase Friction to Increase Revenue

The panel we assembled: Leigh Allen- Aredondo, Head of UX @ Spruce Up, Podcast Host of UX Cake David Kendall, Principal of UX Design @ AT&T Casey Goddard, Head of Product Management @ Yotta Digital Ventures Michael Woo, Director of UX @ UpTop Moderator – Craig Nishizaki, Sr. Director of Business Development @ UpTop We […]
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Why Journey Mapping Requires a Workshop

In most organizations, the customer journey touches almost every department. It needs to – the entire purpose of the company’s existence is to generate profit by meeting customers’ needs. All of these departments exist for the same reason, however, and the processes they complete influence the customer experience. In order to streamline that experience throughout […]
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UX Can Put Customer Support in the User’s Hands

Consumers like instant gratification, and it’s no different when it comes to customer service. Whether it’s pre-sale or post-sale support, your customers want answers to their questions right away – whenever and wherever is convenient for them. Hiring a large customer service team is very costly and not feasible for most businesses, however. What can […]

Basic Principles for Designing VUI

VUI (voice user interface) comes with a set of expectations from users. The give and take of conversation is cooperative and intuitive. Talking with VUI should be, too. Options, but not too many It’s helpful to give users information about what they can do. Keep them from getting lost by offering several options as a […]
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[VIDEO] Why User Experience Research is Important

This week's Turning On The Desk Lamp features Craig Nishizaki, our Sr. Director of Business, Design, and Development. Why is UX research important? Now more than ever users have very high expectations for the user experience of your website, app, anything! If you don't dig dipper into what your users are telling you, how can you create an experience they want? Craig walks you through our approach and tactical ways UX research can be not only effective by scrappy as well.
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[VIDEO] Why Your Business Should Do Journey Mapping too

Michael Woo, our UX Manager, talks about how Journey Mapping is utilized at UpTop. Every so often - through our client work - we get into situations where we need improve how we do things, both internally and externally. For example, it might be answering the question ‘how might we make the kickoff of a project with a new client more streamlined and impactful’? In the past, we would handle these situations as they came up. But doing a journey map for ourselves was good for several reasons, watch to find out more.
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[WEBINAR] Why UX Will Make or Break Your Business

User experience might be the most underrated part of growing a successful business. Far too many companies treat it like an afterthought, rather than a primary goal. And this is to their detriment. Sure, as a UX design and development agency, we might be a little biased here, but given the transformative results we’ve seen […]

Issues Facing Retailers Today

Retailers are facing a crossroad today: do they focus just on their brick and mortar experience or do they innovate their tech to bring a seamless digital and physical shopping experience to their customers? Many retailers are challenged with lagging sales as they struggle to update their digital experience to coincide with their brand identity. […]
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Gartner APPS Recap: Emotions Charge Experience

Think about the last time you had an excellent experience, whether that is online or in-store. What did that make you feel? Happy, engaged and satisfied are common words used when customers relate good interactions with businesses. Now think about a time where you had a terrible experience with a company. When you got off […]
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