Focus on Usage Maturity: Part III

Using a Usage Maturity Matrix to Make Design and Strategy Decisions Early Foundations You may recall from earlier installments in this series, that usage maturity is a measure of users’ comfort and familiarity with, and degree of use of, a product, process or place.   During our master’s capstone research at Kent State, my project partner and I explored the varied levels of usage maturity of participants using Apple’s voice assistant Siri and found usage maturity did not coincide with participants’

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A Digital Response to the Pandemic

In March 2020, the pandemic stretched across Europe to the UK and Ireland. As the governments of Northern Ireland and the Irish Republic began reporting cases of a deadly new coronavirus strain, both health services began to organize expert teams to take on what would be the biggest threat to public health in generations. At Big Motive, we have enjoyed the privilege of working with the health service as part of an integrated and multi-disciplined stakeholder team, charged with combatting

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Customer Experience during a Pandemic

Global pandemics are a challenge for everyone. Customers look to institutions and businesses they already trust for answers. Meanwhile, companies must scramble to figure out the best way to maintain excellent Customer Experience (CX) during unprecedented times. No matter what the economy does, you can take some proactive steps to ensure your customers remain loyal to your brand. Creating an excellent CX takes dedication and focus, especially during a global pandemic.

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Usability Testing Guide

Usability testing is a core component of User Centered Design and can be used at any stage in the process. It provides valuable insight into the mind of the user, giving us a better understanding of users’ mental models, and it helps to highlight issues that might negatively impact the experience, while also pointing to solutions. If you are new to Usability Testing and want to learn more or just interested in how someone else approaches it, this article gives

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Collaborative Journey Maps

In many organizations, the design team does some research then retreats to their tower to conjure deep magics that turn note filled notebooks into a customer journey map. At least that’s what it looks like to their peers. Journey diagrams capture tons of detailed info about users, processes, and systems. The best teams share the same understanding of the user’s journey. Instead of having your team wonder where you got this information or how you came to these conclusions, have

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