Personas are typical characters created to represent a customer or user type. They were originally spawned out of the software design community as a means of getting designers to empathize with user audiences, and make development decisions that reflect their priority needs in different use-case scenarios. They have …
If you found yourself nodding in agreement to last week's post -- about the differences between good online respondents and bad ones -- you're probably looking for some tips about how to get more of the good. We've identified three potential problem areas, and how to take measures to improve the effectiveness in each …
Early in my career I was a product manager. It's a role in which you are a consumer of research. You go to meetings that talk about research results. You see reports that talk about attitudes, needs, and trends. It's easy to forget that behind each assertion of fact, each claim to truth -- there's a …
Key takeaway: the statement is a customer touchpoint. And as customer journey mapping will tell you, touchpoints are everything. No touch, no transaction. No passing Go, no $200. The topic of statements sounds so boring I'm surprised you've read this far. Insurance statements, account statements, loan statements. …
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