Nikos Pappas • Crafting Impactful Digital Experiences
Nikos Pappas • Digital Product & Service Designer

Notebook

This digital notebook is about documenting interesting ideas, opinions and findings around user and customer experience, product design, strategy, processes and tools.

Posts tagged CX
How Expensify acquired tons of new users - a CX case study by Louis-Xavier

This is a slightly different CX case study by Louis Xavier. who decided to do a teardown of Expensify's $5M Super Bowl ad customer acquisition flow.

Barry Katz on [Product/Service] Design

“High quality of design, and I mean that in the sense not just of how a product looks or even just how a product works but the entire emotional valance of using product from beginning to end, is now a condition of entry into the market. It's the competitive difference and the competitive advantage that functionally similar products will have.”

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Originally posted on YouTube at the following link:
https://www.youtube.com/watch?v=cB43c3o18Tk

#productdesign #customerexperience #servicedesign

Product image galleries break out of the carousel
Nike Pages.gif

“There is simply no comparison between scrolling through six lovely images and seeing the product from every angle, and clicking staccato-like through a series of tiny thumbnails in a left hand side carousel.

The new Nike product page is all about showing off that trainer. Adidas is no disgrace, this thumbnail carousel is pretty much the default for all ecommerce product pages. Nike used to use it, too (check it out here).

Where the new imagery layout really comes into its own is where autoplaying video is part of the image tiling. Here’s an example (I’ve only captured a very short loop of the video, it is actually much longer).” (Ref: Why Nike’s refreshed product pages improve CX (& beat Adidas) | By Ben Davis • March 4th 2018)

And this is how “video is not anymore a single explainer video on top of your home page. This is how video became a continuum embedded in the customer journey. Go to any other website, app, or social feed from one of the digital unicorns and the use of video transcends the typical boundaries. You see motion graphics interacting with content; delightful micro-narratives explaining key featuresanimation merging with UI elements; even self-generated videos incorporating real-time data.” (Ref: Move over, UX. A new movement is here | Yann Lhomme  •  Jul 26, 2018)

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Read more on: https://econsultancy.com/why-nike-s-refreshed-product-pages-improve-cx-beat-adidas/ & https://www.invisionapp.com/inside-design/video-experience-vx

Consider brand's impact

"It’s important to consider to consider the conceptual model surrounding a business strategy. What is the business strategy? What is the strategic role of the brand in supporting that strategy? How critical is it? Is price competition the alternative to creating and leveraging brand equity? What impact will that have on profit streams going forward? Management guru Tom Peters said it well:

“In an increasingly crowded marketplace, fools will compete on price. Winners will find a way to create lasting value in the customer’s mind.“

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Old > New  At Home Run we deliver groceries from UK's favourite supermarkets, but including another brand in our update SMS wasn't helping us either to gain top-of-mind-awareness or to distill the brand associations that we have developed over the years.

Old > New
At Home Run we deliver groceries from UK's favourite supermarkets, but including another brand in our update SMS wasn't helping us either to gain top-of-mind-awareness or to distill the brand associations that we have developed over the years.

So, how do you leverage your brand's equitity while crafting customer experiences? 

#brandequity
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Read more on https://www.prophet.com
An article by David Aaker

Build transparent interactions

"We’re gradually moving away from designing GUIs, which require the user’s full attention, and moving towards designing calmer, less obtrusive interaction, bringing human-computer interaction without graphics to the core of the User Experience: Welcome to the world of no UIs."

"The Take Away

An effective no-UI approach is heavily based on the concept of context awareness, which includes the user’s goals and preferences, knowledge of the surrounding environment, social rules and device abilities for knowing how and when to deliver information in an non-visual way to users. The level of context awareness required for a complete no-UI service is difficult to obtain, but the examples above show where no-UI approaches are likely to work best: Allow the user to monitor the progress of ongoing tasks or get updates on important information as it emerges.

The key advantage of no-UI design here is that it eliminates the need for constant visual interaction with the device. You take the device from your pocket, causing it to exit stand-by mode, unlocking itself, and bringing the desired application to the foreground or expanding notifications for you so you can assess all the information displayed and make a decision.

In a world where we are surrounded by information and digital events, Mark Weiser foresaw the necessity for calm technology. As a designer, your task remains to harness and influence the developments in technology, deploying its capabilities with one thing in mind: to allow the user to keep calm and carry on (with the tasks at hand)!"

#noui #userexperience #ixd
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Read more on https://www.interaction-design.org
An article by Andreas Komninos

Dark Patterns (3/5, Wednesday)

This is my 3rd post on #DarkPatterns, let's keep it short.

Well, nothing, not a single product category, is free from dark design patterns - not even this salt mill.

Video source: https://lnkd.in/ekZXpta

For more #DeceivingPackaging examples visit the following link: https://lnkd.in/eE4zFFV

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P.S. I’ve decided to dedicate this week’s posts to “Dark Patterns”. Dark Patterns are carefully crafted features/tactics that trick users into doing things that they might not want to do, and which benefit the business in question. 

#darkpatterns #ux #userexperience #cx

• My Linkedin post: 
https://www.linkedin.com/feed/update/urn:li:activity:6394868657087930368 

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Video source: 
https://www.youtube.com/user/Nerdwriter
https://darkpatterns.org

Dark Patterns (2/5, Tuesday)
t-mobile.jpeg

To showcase that Dark Patterns go beyond graphical user interfaces and online experiences, I've decided to continue my posts with the recent "fake ring tones" case:

T-Mobile USA has recently agreed to pay a $40 million fine for using fake ring tones and lying to millions of users. The company used fake ring tone noises that created the appearance that the calls were going through –while, in fact, they were not– and no one was picking up.

Here’s how it worked:

"Whenever a phone couldn’t establish a connection with another phone, instead of remaining silent, the calling tone would start ringing in the caller’s ear. Logically, the person placing the call believes that the phone on the other side is actually ringing but nobody is picking up. Of course, the fact is that their call is not going through at all, and T-Mobile is using a fake ringtone to make it seem like it is." [1]

 

So, yes, "if there’s a pantheon for #darkpatterns, T-Mobile has earned a spot on it for that dreadful example of deceptive user experience" as Jesus Diaz points out in his recent article [2] on Co.Design - Fast Company Showcase Page.

[1][2]: https://lnkd.in/eGzTn3d

#darkpatterns #ux #userexperience #cx #customerexperience

• My Linkedin post: 
https://www.linkedin.com/feed/update/urn:li:activity:6394509821848154113

 

Dark Patterns (1/5, Monday)

I’ve decided to dedicate this week’s posts to “Dark Patterns”.

The term “Dark Patterns” is coined by Harry Brignull and refers to carefully crafted features/tactics that trick users into doing things that they might not want to do, and which benefit the business in question.

Dark Patterns can, of course, have serious implications for people and society. In fact, Flavio Lamenza argues in his article “Stop calling these Dark Design Patterns or Dark UX — these are simply a**hole designs” that “this all -the Dark Patterns that we encounter every day- is not bad user experience design, not psychology, not "dark patterns". This is being dishonest, deceitful, corrupt, and unethical tactics.”

Over the next few days, I will share examples of what NOT TO DO if you are a responsible organization which has its customers’ best interests at heart.

I would be truly thrilled to see more professionals posting one or more examples using #darkpatterns in an effort to raise awareness about this important issue.

Let's start the week with a video from https://darkpatterns.org, which includes various examples.

#darkpatterns #ux #userexperience #cx #customerexperience

• My Linkedin post: 
https://www.linkedin.com/feed/update/urn:li:activity:6394118694808670208 

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Video source: 
https://www.youtube.com/user/Nerdwriter