the empathy lab
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Beyond the Suggestion Box: A Case Study in Embracing Unsolicited Customer Input
I am an ultra discerning user. I have opinions, and I am ready and willing to share them. When I fill out surveys, speak to…
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Formatting Matters: Lessons from a (Flawed) NPS Survey Design
Yikes. I just got an NPS survey, and I’m cringing. And no, it’s not because I’m an NPS-hater in general, though I definitely think that…
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User interview do’s and don’ts: Customer discovery edition.
DO Ask for specific examples Ask for clarification about what you don’t understand (jargon, body language): Enter their worldview/lexicon: Soften awkward questions Try to get…
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The Panic of Unpersonalized Onboarding: A Backstage Lesson in Customer Experience
So as yesterday’s post revealed, I’ve been getting more serious about acting lately. Commercials, photo shoots, background work… Apparently I give off a very “mom…
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Carly Buxton, PhD 