Experience management

Dealing with users’ perceptions, intentions and expectations of their relationship with a solution, experience management defines, observes and optimizes growth opportunities as well as direct interactions throughout the entire engagement life cycle.

The effort consistent of first recognizing user-solution engagement patterns and then appropriately applying those data points enables us to define and deliver unique experiences that will entice affinity, loyalty and satisfaction driving higher life time value.

Through creating and maintaining user relationship profiles we gain understanding and ability to measure the users’ experience throughout their journeys as well as at individual interaction levels across multiple channels. Such intelligent solution design informs the experience architecture to provide personal information in combination with predictive analytic models.

The more information the solution has, the more effective it is at serving relevant offers to users. The more relevant solution offerings are, the stronger the relationship becomes.

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By measuring solutions’ performance we understand how to to optimize the same. I am a strong proponent of bounding every effort to a success metric of one sort or another as doing so makes outcomes more purposeful and consequently successful.

Future growth and viability of a solution depends directly on how flexible and scalable it is. Recognizing that there is no ultimate solution and allowing for iterative performance optimization through testing data driven assumptions and implementing feedback we evolve the experience of users and with it solution potential also.

With extensive experience in A/B Testing, user research, collecting and consolidating feedback into meaningful business actions and strategies, my performance optimization service offers a way to innovate and break through your local maxima.

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Heuristic evaluation

Significance of experience quality may often be undermined, resulting in missed opportunities for building stronger relationships with users. Perhaps your experience is in need of a good ol’ reconsideration and you’ve set out to find someone to take on this valiant pursuit. Look no further — claim hope all ye who enter here.

Pause for a minute and try to remember (if applicable) what caused the current iteration of your solution to be where it is. Was it perhaps insufficient or invalid architecture considerations; or maybe user expectations were not properly aligned with your objectives? Whatever it is, I certainly hope you did not ignore user feedback regarding their experience with the solution, because that’s what a heuristic evaluation utilizes in order to improve said experience.

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