When we think about UX design, our minds often gravitate toward the features and functionalities that we can implement to make users’ interactions with a system smoother, more enjoyable, and ultimately, more satisfying. However, it is crucial that we not overlook a vital element that significantly influences the user experiences of the digital systems on which modern society relies: the architectures of IT (Information Technology) systems.

The design and implementation of IT systems play a pivotal role in shaping how users engage with them. This has traditionally been the domain of IT professionals who are known as solution architects, so for many UX designers, this can feel like somewhat uncharted territory. Furthermore, because these systems operate behind the scenes, their complexities often seem like a black box—too technical or abstract to have any tangible effect on the user experience. Read More

Emotional intelligence (EI) is an essential element of user experiences that are driven by artificial intelligence (AI). Human-centered design (HCD) focuses not only on the tasks that users need to accomplish but also on the emotions they experience throughout their digital journeys.

EI, typically a human trait, lets AI models establish associations between certain design elements and users’ corresponding emotions. Integrating EI into AI involves designing user interfaces and experiences that respond to users’ emotional states, fostering better engagement and reducing friction. In this context, UX design is not only about usability or accessibility but also about empathy—creating a connection between a product and its users that feels almost human. Read More

Imagine that from the time guests research a hotel’s services to the time they check out, they feel like VIPs (Very Important People). They leave with a smile, write a glowing online review, and plan to return. They also spread positive word-of-mouth about the brand and, over time, are likely to become loyal guests. These are the impacts of refining the guest experience.

In this article, I’ll take a close look at the hotel customer journey—and how a business can optimize hotel operations to deliver an exceptional customer experience.

What Is the Hotel Customer Journey?

The hotel customer journey is the path guests take from the moment they first hear about a hotel to the time they complete their visit—and beyond. It includes all the touchpoints at which guests interact with a brand. These touchpoints cover everything from booking a room to staying at the hotel to post-stay interactions such as surveys and loyalty-program invitations. Every stage of this journey shapes the guest experience and guests’ likelihood of returning. Read More

Human-centered design (HCD) has become ever more essential. Projections indicate that, by 2025, nearly 75% of organizations will prioritize HCD as a digital strategy, signaling a shift toward user-oriented innovation. In this article, I’ll explore what HCD means within the context of artificial intelligence (AI) and automation, emphasizing its core principles and recent growth trends.

Real-world examples such as Airbnb’s personalized user experiences and IBM’s inclusive design practices demonstrate how technology can augment human interactions rather than diminish them. I’ll discuss collaboration between AI and HCD, address bias within automated systems and potential trends that promise to alter our understanding of design in an ever-evolving landscape. Read More

Qualitative user interviews are a core method of user research with which UX professionals likely feel very confident. However, when running user interviews for products that require users to interact with Generative AI (GenAI) experiences, there are some differences, so be prepared to ask certain key questions.

In this article, we’ll provide a definitive collection of qualitative interview questions that you can incorporate into your next user-research project for GenAI products. We’ve designed these questions to uncover insights at different stages of the product lifecycle, ensuring that your research remains human-centered and actionable. Maze AI’s excellent blog post on UX research interview questions categorizes these questions into three types:

1. Questions about the problem—The purpose of these questions is to understand the user’s core painpoints and goals.
2. Questions about the people—These questions let you gain insights into the users themselves, including their behaviors and preferences.
3. Questions about the product—Asking these questions lets you explore how users interact with and perceive the product your team is building. Read More

As a UX designer, your job is to make sure Web-site visitors have the best user experience possible. However, users are bound to make mistakes. Whether because of their being unfamiliar with your user interface, clicking something accidentally, or simply misinterpreting your instructions, mistakes are all but unavoidable. Nevertheless, you must take steps to prepare for the unexpected so your audience has a smooth, positive experience when they engage with your brand.

While it’s true that some mistakes are great learning experiences for visitors, too many errors can make them feel frustrated and possibly drive them away from your site. So you need to have a little foresight, predict what mistakes your visitors might make, and prevent them before they turn into problems. In this article, I’ll cover several actionable error-prevention strategies for UX design and describe the benefits you can expect if you decide to act by following these strategies. Read More

Aligning User Experience (UX) and Customer Success (CS) for full-funnel growth is a no-brainer. With 88% of customers choosing not to return after a bad experience, intentionally focusing on the alignment of UX and CS becomes critical. Why? When UX and CS work hand in hand, customers experience smoother user journeys and faster issue resolution, and companies gain a better understanding of customers’ painpoints.

Alignment is about creating a frictionless experience that delights users at every touchpoint. This is about more than just solving customers’ problems; it’s about anticipating customers’ needs to exceed their expectations. A strategic approach is essential. The result: increased customer retention and the creation of brand evangelists. In this article, I’ll show you ten ways to get this right. Read More

Are you getting ready to design a mobile over-the-top media service, or over-the-top television (OTT) platform? Where should you start? Many OTT creators find themselves overwhelmed by the technical decisions that are necessary. Therefore, in this article, I’ll focus on the most important details, including the following:

• why the user experience matters
• starting with the user journey
• practical tips for designing the best mobile OTT experience

By the end of this article, you’ll have a clearer picture of what to expect, prioritize, and execute. Let’s get started!

Why an Effective User Experience Matters for OTT Platforms

Optimizing UX design for mobile is all too often overlooked—especially when a company has already spent time and resources on creating a desktop version. But optimizing UX design for mobile is now more important than ever. Read More

If you’ve worked hard to offer a seamless mobile user experience to your customers, but your bounce rates are high, engagement and clicks are low, and you have a rising number of one-time customers rather than repeat business, you need to look for ways to improve user retention in today’s fiercely competitive online marketplace. By enhancing a crucial element of your brand’s success—the mobile user experience—you can achieve higher user-retention rates.

Why does mobile UX design matter so much to user retention? An effective mobile UX design can help you achieve your goals by meeting users’ expectations and keeping them loyal to your app. This requires a user-friendly UX design strategy that can help you captivate and retain your audience. By reading this article, you’ll develop a comprehensive understanding of the various mobile UX design patterns that can enhance the design of your Web site or app to boost user retention. Thus, you can influence users’ behaviors and loyalty and gain competitive advantage in the marketplace. Read More