CX by Design

Our latest thinking on how you can create meaningful customer connections.
  • Lis Hubert

CX 101
CX vs. UX
CX 101
CX vs. UX 1600 889 Lis Hubert

Previously in this series, we’ve answered the questions “What is CX?” and “What is UX?”. However, many professionals get CX and UX confused; some people even think they’re basically interchangeable.…

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  • Diana Sonis

CX 101: What is UX?
CX 101: What is UX? 2560 1945 Diana Sonis

CX. DX. EX. UX. The business world is awash with Xs, and we’re not even counting the social media platform formerly known as Twitter. These Xs are all about experience:…

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  • Lis Hubert

Case Study: Human-Centered Design, Empathy, & MVP Training for Helpshift
Case Study: Human-Centered Design, Empathy, & MVP Training for Helpshift 2560 1376 Lis Hubert

If you subscribe to our monthly newsletters, you know we’ve had the privilege of working with loads of interesting and impactful clients. One such client is Helpshift, a mobile-first customer…

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  • Diana Sonis

Case Study: Website Concept, Structure, & User Experience Optimization for Proud Moments
Case Study: Website Concept, Structure, & User Experience Optimization for Proud Moments 2560 1707 Diana Sonis

As the pandemic unfolded across the globe, we started work on an engagement that was a wonderful mix of personal and professional interests. Partnering with a team of terrific professionals…

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  • Diana Sonis

Why Customer Intentions Matter for Business
Why Customer Intentions Matter for Business 2560 1709 Diana Sonis

Designing software around customer intentions isn’t a controversial concept. Most business people agree that knowing what customers intend to do on a website or in an application, and providing customers…

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  • Lis Hubert

Designing Navigation with Customer Intentions – UX Camp Winter 2021
Designing Navigation with Customer Intentions – UX Camp Winter 2021 150 150 Lis Hubert

It was a Saturday in January. We were only slightly caffeinated, but we put the coffee aside and rose to the challenge of sharing our ideas on how to make…

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  • Lis Hubert

Designing Complex Navigation – FREE Webinar
Designing Complex Navigation – FREE Webinar 150 150 Lis Hubert

We’ve talked at length about how Designing for Customer Intentions (especially when Designing Complex Navigation) helps digital spaces have more meaningful, organic conversations with customers. Designing for customer intentions starts…

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  • Diana Sonis

Designing Website Navigation For Customer Intentions
Designing Website Navigation For Customer Intentions 2560 1707 Diana Sonis

Think about website navigation differently.  It’s not about “the navigation bar,” or that “hamburger menu.” It’s also not about your departments, lines of business, or company politics. Frankly, it’s not…

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  • Diana Sonis

How To Talk With Customers Through Your Website
How To Talk With Customers Through Your Website 2560 1707 Diana Sonis

You can’t scale the human side of your business if your website isn’t set up to have an organic conversation with your customers. An “organic conversation” in this context can be…

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  • Diana Sonis

What Is Website Navigation?
What Is Website Navigation? 2560 1920 Diana Sonis

Website navigation is a ubiquitous concept today. Customers expect to find whatever they’re looking for through the links at the top of the “homepage” or in the “hamburger” menu. Frustration…

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