Terminology relevant for this pathway
Customer Relations
IMPORTANT TERM
SIMPLE DEFINITION
Customer Engagement
Building and maintaining customer relationships
Customer Experience (CX)
Overall feeling customers have when interacting with a brand
Customer Retention
Strategies to keep customers loyal
Customer Segmentation
Dividing the customer base into specific groups
Customer Lifetime Value (CLV)
Total worth of a customer over their relationship
Customer Satisfaction
Measure of how well a service meets customer expectations
Customer Feedback
Insights provided by customers about their experience
Design Principles
IMPORTANT TERM
SIMPLE DEFINITION
Design
Plan and process of creating specific things
Human-Centered Design
Focusing on user needs and experiences
Responsive Design
Designs that work on various devices
Prototyping
Creating preliminary models for testing and improvement
Design Thinking
Methodology for problem-solving
Wireframing
Creating a basic, visual representation of a design
A/B Testing
Comparing two versions to determine which performs better
Systems Thinking
A holistic approach to problem-solving, emphasizing interconnections and patterns
Service Innovation
IMPORTANT TERM
SIMPLE DEFINITION
Service Blueprinting
Structured visualization of service components and processes
Innovation Processes
Systematic methods for generating new ideas
Facilitation
Guiding teams through problem-solving and ideation
Open Innovation
Collaborative innovation with external entities
Digital Transformation
Integration of digital technologies into all areas of a business
User Experience (UX)
IMPORTANT TERM
SIMPLE DEFINITION
User Experience Design (UXD)
Designing the overall user experience
User Interface Design (UID)
Creating visual and interactive components
Usability Testing
Evaluating a product's user interface and overall experience
User Flows
Diagrams that outline the steps a user takes to complete a task
UX Research
Gathering insights about user behaviors and attitudes
Interaction Design
Designing interactive systems for human use
Microinteractions
Small design elements that facilitate user engagement
User Personas
Semi-fictional characters based on actual users representing different user types
UX Metrics
Specific measurements to evaluate user experience
Accessibility
Designing experiences accessible to all users
Heuristic Evaluation
Usability inspection of an offering based on established guidelines
Card Sorting
Technique for understanding how users categorize information
Cognitive Walkthrough
Step-bystep review of a task to identify usability issues
Mobile UX
Designing user experiences specifically for mobile devices
Touchpoint Analysis
Examining every point of contact a user has with a service
User-Centered Research
Gathering and analyzing data specifically about the end user
Information Architecture
Structuring and organizing content in a meaningful way
Affinity Mapping
Organizing ideas based on their relationships and connections
Journey Mapping
Visualization of a user's experience with a product over time
Feedback Loop
System where outputs are fed back into the system as inputs