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An Independent Technical Writer or a Content Specialist—a Product Owner – Vinish Garg | UX, Content Strategy, Narrative Strategy
Superb examples of small team #product #development involving #UXwriting #technical #writing #content #strategy roles and their functions within teams #ux #design
UX  writing  project  review  bullsi  csr19  technical  comparison  content  strategy  business  analysis  2016  Q2  product  owner  management  software  engineer  team  collaboration  scope  user  advocacy 
15 days ago by csrollyson
What is UX writing? Definitions and Examples
Pleasing and useful take on #UX #writing from a content strategist and designer viewpoint + useful concrete examples of #UXwriting
ux  writing  definition  example  copy  bullsi  usecase  content  strategy  designer  wireframe  csr19  adoption  marketing  product 
16 days ago by csrollyson
UX Writing : Par où commencer ? - Gladys Diandoki - Medium
Fantastic list of #UX #writing resources: books, groups, communities | Chouette! Liste des ressources UX writingM livres, groupes, communautés
ux  writing  reference  list  howto  group  book  paris  user  meetup  website  community  csr19 
18 days ago by csrollyson
What’s UX writing? I mean, really! - UX Collective
Deeper dive into #UX #writing, what it is, how it's developing (interview w pioneer Torrey Podmajersky) #customer #user #experience
ux  writing  content  strategy  definition  user  experience  customer  interview  profession  function  career  history  design  adoption  csr19  bullsi  reference  metrics  value  proposition  howto  portfolio  ai  artificial  intelligence 
18 days ago by csrollyson
What’s the difference between UX writing and content strategy? – andrea drugay
Superb comparison of #UX #writing and #content #strategy within the context of digital products + link library #kudos
content  strategy  ux  writing  comparison  2018  q2  product  management  design  team  definition  reference  bullsi  user  customer  experience  csr19  marketing  function  goal 
18 days ago by csrollyson
What is UX Writing? | UX Booth
One of the best I've seen => the emergence of #UX #writing as a member of #customer #user #experience teams + links
ux  writing  definition  q1  2017  siliconvalley  design  user  research  collaboration  experience  customer  interface  comparison  csr19  reference  bullsi 
18 days ago by csrollyson
List of companies in the Chicago metropolitan area - Wikipedia
Useful list of Chicago companies + firms with major presences
list  chicago  employer  firm  reference  size  csr19 
20 days ago by csrollyson
Top Software Developers in Chicago - 2019 Reviews | Clutch.co
List website offers this software devt agency list - includes basic data on each
list  reference  software  development  website  csr19  rank  review 
20 days ago by csrollyson
Top 50 B2B Tech Companies in the Chicago Area
Current list of Chicago software firms with basic data compiled by G2
list  chicago  software  firm  directory  rank  rating  b2b  csr19 
20 days ago by csrollyson
UX writing versus microcopy - UX Collective
Tries to delineate differences in terms and roles on #product user experience teams: UX writing, #content strategy, microcopy... within the context of #UX #design #technical #writing
ux  user  experience  writing  content  strategy  product  microcopy  definition  pointofview  research  role  team  design  journey  csr19 
6 weeks ago by csrollyson
Humor and friendly chat in user documentation | CyberText Newsletter
Examining the use of humor in #software user #documentation + detailed example #technical #writing
technical  writing  humor  user  documentation  csr19  example  reflection  3d  howto  software  csrblogcomment 
9 weeks ago by csrollyson
Where Do Writing Samples Come From? – The Lone Technical Writer
Pithy advice for how to choose writing samples to include in your portfolio—even if you don't have any! ;^) #technical #writing
technical  writing  howto  portfolio  sample  advice  csr19 
9 weeks ago by csrollyson
Where do technical writers fit in an organisation | ffeathers
A short riff on where #technical #writers are often wired into organizations, #software #product #development teams
technical  writing  organization  team  csr19  user  experience  support  marketing  developer  community  engineering  product  management 
9 weeks ago by csrollyson
How to become an API technical writer | ffeathers
Short and sweet: Solid advice for #technical #writers who want to pivot to #API #documentation + some useful links #kudos
API  application  programming  interface  howto  developer  SDK  learn  technical  writer  bullsi  csr19  reference 
9 weeks ago by csrollyson
The agile technical writer | ffeathers
Brilliant info + humor: "Day in the life" of an #agile (also #lean #scrum) #technical #writer is a refreshing take on how #software development teams (+ writers) are evolving
agile  lean  scrum  technical  writer  journal  humor  global  software  product  development  team  developer  value  proposition  bullsi  csr19 
9 weeks ago by csrollyson
PCI Managed Services – A New Approach to PCI Compliance from Stickman | Stickman
Useful post references 12 #PCI #compliance requirements and details #security firm's remediation procedures (mitigate funky formatting by shrinking font size) #technical #writing
PCI  compliance  technical  writing  csr19  howto  framework  remediation  reference  approach  credit  card  data  security 
10 weeks ago by csrollyson
PCI Compliance & Certification for Cloud Computing and SaaS Vendors
Useful overview and tools for #PCI #compliance for #cloud providers and operators: 8 essential concepts + templates #technical #writing #SaaS #IaaS #PaaS
compliance  overview  cloud  saas  paas  iaas  technical  writing  tool  reference  template  csr19 
10 weeks ago by csrollyson
The next-generation operating model for the digital world | McKinsey
Relatively concise article synthesizing how to integration #digitization #automation #analytics around transformation, all rooted in #customer #journey #mapping #experience #cx
customer  Experience  journey  map  digitization  automation  artificial  intelligence  silo  system  thinking  analytics  howto  2017  csr19  service  design 
11 weeks ago by csrollyson
A DevOps approach to PCI compliance - O'Reilly Media
Short Q&A on using #agile devops approach to #PCI #compliance: what worked, didn’t #software #Technical #Writing
pci  compliance  software  devops  agile  project  management  example  startup  csr19 
11 weeks ago by csrollyson
Team Orca Case Study - Using ClickHelp in a CI Environment | Technical Writing Blog
#Technical #Writing case study features #single #sourcing and automatic #documentation publishing for software company
casestudy  technical  writing  conditional  tagging  single  source  example  csr19  software  documentation 
12 weeks ago by csrollyson
Case study: high tech technical writing
Yes a pitch but contains some useful tools ie audience and purpose “rubrics” #Technical #Writing
technical  writing  howto  process  csr19 
12 weeks ago by csrollyson
Payment Card Industry Data Security Standard - Wikipedia
Good start point to understand PCI compliance: history, requirements, compliance levels, validation, etc.
compliance  standard  payment  credit  card  reference  csr19  security 
12 weeks ago by csrollyson
Think APIs are not for your business? Think again. 4 misconceptions holding CIOs back from API benefits - Prime TSR
Concise description of #APIs' value proposition for #corporate #IT - and how to use them at a high level #technical #writing
API  web  services  CIO  IT  value  proposition  comparison  debunk  usecase  service  oriented  architecture  application  distributed  software  csr19 
12 weeks ago by csrollyson
10 Types Of Writing For eLearning
Nice review w good examples: #instructional #designer oft use these types of #technical #writing #elearning
technical  writing  elearning  instructional  design  howto  example  type  definition  reference  communication  csr19 
july 2019 by csrollyson
Case study: improving instructions [TechScribe technical writing]
#Technical #writing example of redesigning inventory procedure guide: nice before/after example + use of nested un/ordered lists #retail
technical  writing  example  redesign  retail  inventory  procedure  store  office  communication  guide  bullsi  csr19  casestudy 
july 2019 by csrollyson
Software Documentation and Training Case Study - Info Pros
Concise #technical #writing case study transforms #software company’s development of onboarding, user guides, documentation, help
technical  writing  communication  casestudy  csr19  software  documentation  onboarding  guide  single  sourcing  team  transformation  service  process  design  user  bullsi 
july 2019 by csrollyson
Justifying the Use of Single-sourcing - A Case Study
Concise explanation of #single #sourcing and its value proposition + a project example (but not really a case study) #technical #writing #communication
technical  writing  example  project  single  sourcing  content  developer  user  concept  csr19  knowledge  management  document  guide  value  proposition 
july 2019 by csrollyson
1.4 Case Study: The Cost of Poor Communication – Technical Writing Essentials
How much does it cost? #Technical #writing bloopers cost millions of dollars and even led to firm failures... #communication #software #manufacturing
technical  writing  documentation  communication  gaffe  snafu  cost  example  csr19  software  manufacturing 
july 2019 by csrollyson
Society for Technical Communication
The oldest association of the technical writing profession
association  technical  writing  communication  website  csr19 
june 2019 by csrollyson
A Proven Method For Showing The Value Of Good UX — UX Articles by UIE
Superb: Practical how-to build support for #UX and #CX initiatives by measuring the costs of poor #user and #customer #experience
user  customer  experience  organization  howto  measurement  frustration  cost  business  case  sales  support  human  resources  productivity  employee  engagement  development  product  management  csr19  bullsi 
june 2019 by csrollyson
Top 5 Most Important Customer Experience Trends for 2019 | UX Booth
Executive summary of #customer #experience practitioner survey reveals what top CX performers do differently + 4-stage #CX maturity model
customer  experience  survey  practitioner  q1  2019  executive  summary  statistics  maturity  model  technology  communication  empathy  employee  chat  virtual  reality  comparison  voice  VOC  strategy  team  csr19  bullsi 
june 2019 by csrollyson
Predictions 2019: Customer Experience Comes Under Fire
Forrester's dour 2019 #customer #experience forecast: Unrealistic investments, shoddy business cases, and price wars in race to bottom.
customer  experience  adoption  transformation  prediction  analysis  measurement  2018  investment  results  business  case  demand  csr19  analyst  price  relationship 
june 2019 by csrollyson
Technical writer - Wikipedia
Hreat starting place to put technical writing in context. Note adjacency to UX
writer  technical  profession  career  reference  history  definition  csr19 
june 2019 by csrollyson
5 Best Practices to Build a Customer Success Journey Map | ClientSuccess
Good idea, but the "map" is firm-focused, not #customer #centric. Better is a #service #blueprint, which contains customer #journey #map and firm front & back stage support processes #design
customer  success  journey  map  alignment  silo  client  structure  marketing  sales  support  product  implementation  service  design  blueprint  csr19 
june 2019 by csrollyson
What Does Journey Mapping Do for You? - Heart of the Customer
Short and sweet: 6 things #customer #journey #maps should do; No.3 a huge pitfall, make sure you focus on true customer-centric, not firm-focused, outcomes ("intent") #CX #experience
customer  experience  journey  map  value  proposition  list  q2  2019  outcome  jtbd  emotion  csr19 
june 2019 by csrollyson
The Importance of Listening to Customers and Closing the Feedback Loop
[commented] Snapshot of how @dropbox is boosting #customer #centricity (video/transcript). I asked how they backed customer focus with incentives to make it last #experience #CX #employee
customer  experience  csrblogcomment  organization  centricity  example  hightech  q2  2019  howto  focus  group  b2b  interview  advisory  board  employee  journey  management  csr19 
june 2019 by csrollyson
Silo Mentality cartoon | Marketoonist | Tom Fishburne
[commented] Responded to assertion that “marketing is best equipped to handle customer experience”; how to break silos to enhance #CX
csrblogcomment  marketing  customer  experience  pointofview  cartoon  silo  organization  sales  Q2  2019  brand  enterprise  csr19 
june 2019 by csrollyson
Get More out of Your Journey Map With a Partnership Scan - IDEO U
Try this! Use #customer #experience journey mapping for your firm’s alliance #partner #strategy. Another use case for #journey #mapping #CX
customer  partner  experience  journey  map  value  chain  usecase  CSR19 
june 2019 by csrollyson
Customer Complaints: Why Angry Customers Are Good for Business
Solid advice for improving your firm's responses to #customer #complaints by listening, apologizing [mean it], empowering employees; customer feedback is research and post gives some tools to improve. I wouldn't use these; they need to be more personal/indiv. #CX
customer  experience  complaint  howto  response  learning  service  csr19  listening  apology 
june 2019 by csrollyson
IKEA FAMILY Customer Loyalty Program | Case Study
Client story: How @IKEA is exploring converting its #customer loyalty program into a #social #impact community #experience. BTW #Agile #Digital #Ethnography adds depth and breadth to projects like these @contextpartners
client  story  example  qualitative  research  ikea  sustainability  customer  loyalty  program  social  impact  interview  csr19  video 
june 2019 by csrollyson
How to develop exceptional digital experiences at velocity
I love this => Emphasizes impact of front and back stage on #customer #experience + How to build your #service #design #consulting practice by scoping projects in front stage before tackling back stage complexity + great #airline example #CX
service  design  consulting  front  back  stage  blueprint  journey  customer  experience  map  digital  application  coordination  theater  example  disney  airline  strategy  complexity  howto  privacy  tablet  flight  attendant  csr19 
june 2019 by csrollyson
What the (bleep) is Service Design, anyway?
Useful: #service #design consultant on the emerging field and how his global consultancy uses it with clients + examples
service  design  introduction  pointofview  definition  example  front  back  stage  disney  fsi  office  transit  human  customer  centricity  experience  journey  csr19 
june 2019 by csrollyson
Journey Mapping to Hypothesis Mapping: Creating Better CX - Heart of the Customer
2 Pitfalls of customer journey mapping: Mistaking #hypothesis maps for #journey #maps + showing hypothesis maps to #customers + how to use them together #CX
journey  hypothesis  map  customer  experience  comparison  howto  csr19  pitfall  process  organization  team  2015  Q4 
may 2019 by csrollyson
Journey Mapping: Start With Your Hypothesis | CustomerThink
Concise comparison of #customer hypothesis and #journey maps, then suggests how to use each to improve #experience #CX. BTW #Agile #Digital #ethnography is very useful in testing #hypothesis #maps
hypothesis  journey  map  customer  experience  howto  example  pitfall  B2B  organization  workshop  team  collaboration  csr19  reference 
may 2019 by csrollyson
UX Mapping Methods Compared: A Cheat Sheet
Superb #CX reference: Compares #Empathy #Journey #Experience #maps and #service #blueprint and describes how each functions
journey  experience  empathy  map  service  design  blueprint  comparison  bullsi  reference  user  customer  howto  example  2019  Q2  image  csr19 
may 2019 by csrollyson
Designing for AI-enhanced Experiences
How to use #design #principles to open the black box and empower users of #AI applications: 5 concise examples in #travel #healthcare #investment #CX
artificial  intelligence  design  user  interface  transparency  empowerment  travel  healthcare  investment  csr19  customer  experience  example  application  Algorithm 
may 2019 by csrollyson
5 Strategies for Building on Journey Mapping Success
How to create serious value from #journey #mapping: Specific ways to act on maps to move the ball + suggests pitfalls that oft befall teams #CX #digital #transformation #customer #research
journey  map  implementation  action  howto  usecase  example  tactics  storyboard  concept  drawing  visualization  prototype  design  pitfall  touchpoint  priority  hypothesis  future  white  space  vision  innovation  transformation  roadmap  orchestration  team  organization  customer  experience  research  agile  csr19  bullsi 
may 2019 by csrollyson
4 Ways an Experience Strategy Can Help You Right Now
4 useful use cases for #Experience #strategy include #digital #transformation, #wealth #management #FSI #Design #CX
digital  customer  user  experience  strategy  usecase  example  value  proposition  bank  mobile  website  application  dashboard  omni  channel  fsi  design  transformation  sense  respond  management  csr19 
may 2019 by csrollyson
Home - TandemSeven - The Experience Innovation Company
Customer experience #design firm with robust proprietary software to automate #journey mapping #persona development implementing #CX #transformation
design  customer  experience  management  consulting  firm  chicago  boston  london  Newyorkcity  csr19  journey  map  enterprise  software  persona  transformation 
may 2019 by csrollyson
Championing the Customer Experience | Brandwatch
Argues that customer experience is marketing, takes a brand/enterprise view of #customer #experience culture using @deloitte's maturity model @vizia
marketing  customer  experience  pointofview  platform  enterprise  data  integration  IT  strategy  CCO  executive  model  deloitte  maturity  csr19  business  intelligence  analytics  social  media  journey  map  adoption  touchpoint 
may 2019 by csrollyson
Mapping the Patient Journey: A Case Study
Very useful: How to use and design #patient #experience #journey #maps to put touchpoints into a narrative and identify breakdowns. How to design the map + example #agile #digital #ethnography
healthcare  patient  journey  map  casestudy  bullsi  howto  design  value  proposition  provider  touchpoint  social  media  medical  urology  persona  csr19 
may 2019 by csrollyson
Study of Student Basic Needs [Food, Housing] | California State University 2018
Did you know? 42% students food insecure & 11% homeless in largest university system in the USA: California university system multisite study of #student #homelessness #food #insecurity
food  insecurity  homeless  student  university  college  2018  q1  study  survey  focus  group  csr19 
may 2019 by csrollyson
How to Use Quantitative and Qualitative Analytics Together
Basic argument and examples for using #quantitative and #qualitative #research together to improve #user #experience #ux
quantitative  qualitative  research  user  experience  example  website  csr19  method  howto 
may 2019 by csrollyson
MeasuringU: 3 Ways to Combine Quantitative and Qualitative Research
3 simple #research project designs that use #qualitative and #quantitative methods together. #Agile #Digital #Ethnography uses 2 of them!
qualitative  quantitative  research  example  integration  synthesis  topology  howto  project  csr19 
may 2019 by csrollyson
MeasuringU: 5 Types of Qualitative Methods
Which of these Qual research types do you know? #Ethnography + some uncommon #qualitative #research types - includes links to more
research  qualitative  reference  example  ethnography  casestudy  agile  csr19 
may 2019 by csrollyson
College student hunger: How access to food can impact grades, health
Did you know? Significant portions of #USA #college #students suffer from #food #insecurity - universities setting up food #pantries
food  insecurity  university  college  student  research  study  paper  directory  pantry  campus  poor  community  education  higher  grade  csr19 
may 2019 by csrollyson
5 steps to building a seamless customer experience
Excellent advice for how to use #customer #journey #maps to create value in organizations. Subtleties like common language, mission, more... #kudos #CX #experience
customer  experience  journey  map  howto  management  value  ROI  strategy  organization  change  collaboration  buyin  bullsi  csr19  framework  language  mission  employee  empowerment 
april 2019 by csrollyson
Who’s the Right Customer to Map? Your Third Journey Mapping Question - Heart of the Customer
Pithy post on making choices to focus #journey #mapping initiatives. I shared my experience with #agile #digital #ethnography and asked author's experience with 2ndary research
customer  Experience  journey  map  focus  howto  csrblogcomment  value  proposition  ROI  cost  project  research  choice  csr19 
april 2019 by csrollyson
CX Day in government: How we all shape the customer journey | GSA
Quick example of #government #agency GSA adopting #customer #journey #maps within the #GSA and its sister agencies #CX
customer  experience  government  federal  GSA  example  csr19  supplier  journey  map  howto  agency 
april 2019 by csrollyson
Creating a Holistic Visitor Experience | AASLH
[commented] Insightful story about museums discovering the power of member #journey #experience #maps for #museum #visits #customer #CX
customer  member  experience  journey  map  example  museum  tennessee  csrblogcomment  csr19  history  heritage  touchpoint 
april 2019 by csrollyson
On the Road - Inova Fair Oaks Hospital - The Beryl Institute - Improving the Patient Experience
Inspiring #casestudy of a #patient #experience #journey initiative at a Virginia #hospital + example #service #design artifacts #healthcare #cx
patient  customer  experience  journey  map  example  casestudy  hospital  virginia  emergency  hall  collaboration  reflection  healthcare  service  design  csr19 
april 2019 by csrollyson
Touchpoint | Service Design and CX: Friends or foes?
Spring 2016 Touchpoint focuses on similarities and differences b/t #service #design and #customer #experience #CX
service  design  touchpoint  customer  experience  journal  Q2  2016  comparison  pointofview  marketing  advertising  model  philosophy  approach  Insight  csr19 
april 2019 by csrollyson
Journey Mapping: 9 Frequently Asked Questions
One of the best reference posts on #customer #journey #mapping I've seen + Links to more. I use #agile #digital #ethnography for research-first or hypothesis-first approaches; it adds a lot of data cred to maps
journey  map  reference  howto  bullsi  csr19  FAQ  persona  stakeholder  executive  value  proposition  team  scope  focus  research  primary  secondary  nonprofit  government  tool 
april 2019 by csrollyson
Mapping the experience of families at the ER | Highland Solutions
Example of #customer #journey #map project for Wisconsin children's hospital, the process and outcomes; BTW #agile #digital #ethnography broadens results with 100s of customer discussions #CX
customer  experience  journey  map  casestudy  example  wisconsin  children  hospital  process  outcome  healthcare  physician  marketing  emergency  csr19 
april 2019 by csrollyson
Make your journey maps measurable with customer journey analytics
[commented] Pitches the importance of basing #customer #journey #maps on real data, not on boardroom-created models
customer  experience  analytics  journey  map  debunk  bullsi  data  transaction  omni  channel  example  telecom  csrblogcomment  call  center  trigger  jtbd  kpi  behavior  csr19 
april 2019 by csrollyson
Ultimate Guide to Customer Experience Mapping: How to Map the CX from Start to Finish – NGDATA
Superb post compares #customer #experience maps to #journey #maps, shows when to use each, then how to build #CX map; BTW #agile #digital #ethnography speeds & improves this process
customer  experience  map  journey  comparison  reference  bullsi  csr19  howto  value  proposition  2017  data  social  media  sales  retail  transaction  example  template  omni  channel  touchpoint  emotion  research  persona  interview  forum  support  call  center  design 
april 2019 by csrollyson
6 Ways to Make Sure Your Journey Maps Improve Customer Experience
After your #journey #map - How to herd the cats and put it into practice to improve #customer #experience across touchpoint #trust #CX #design
customer  experience  journey  map  change  management  trust  stakeholder  governance  measurement  touchpoint  csr19 
april 2019 by csrollyson
You Need to Know the TRUTH About Customer Empathy!
Yes! Implies that many #customer #experience efforts are biased to the positive and asserts that truly effective #CX is based on empathy and honesty [don't fear the negative]. #Agile #digital #ethnography discovers the whole spectrum
customer  experience  touchpoint  csr19  bullsi  empathy  honesty  retail  register  example  emotion  policy  negative  exception 
april 2019 by csrollyson
Customer Journey vs. Customer Experience vs. Employee Experience ~ Future of CIO
Concisely shows that #customer #experience depends on #employee #engagement and recommends creating #journey #maps for employees & customers #CX
customer  experience  employee  engagement  journey  map  2015  csr19 
april 2019 by csrollyson
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