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Ne Pas Arrêter les Threads !

Ne pas arrêter les threads ! C’est une bonne pratique pour maintenir la stabilité et l’efficacité de votre programme. Apprenons à les gérer correctement !

Je dédie cet article à László Fekete, mon ancien patron et directeur chez T-Mobile Hongrie. Il joue un rôle significatif dans cette histoire car c’est lui qui a pris la décision d’annuler notre contrat. Je dois reconnaître qu’il a pris la bonne décision et que c’était la bonne voie à suivre.

Je dédie cet article à László Fekete, mon ancien patron et directeur chez T-Mobile Hongrie. Il joue un rôle significatif dans cette histoire car c’est lui qui a pris la décision d’annuler notre contrat. Je dois reconnaître qu’il a pris la bonne décision et que c’était le bon choix.

Cependant, je me souviens aussi de moments où il semblait moins préoccupé par sa santé, négligeant ses niveaux de pression artérielle et de cholestérol, malgré mes inquiétudes, que nous avons discutées à plusieurs reprises. Malheureusement, László est décédé en 2017 à l’âge prématuré de 57 ans à cause d’une crise cardiaque. C’est un rappel brutal de l’importance de prendre soin de notre bien-être et de ne pas négliger les signes d’avertissement.

Les bases de données sont un outil très précieux pour les entreprises. Elles peuvent être utilisées pour stocker des informations sur les clients, les produits, les services et bien plus encore. Elles peuvent également être utilisées pour effectuer des analyses et des prévisions sur les tendances du marché et les performances des entreprises. Les bases de données peuvent également être utilisées pour surveiller les performances des employés et des systèmes informatiques, ainsi que pour gérer les processus métier. Les bases de données sont donc un outil très utile pour les entreprises qui souhaitent améliorer leurs performances et leur productivité.

Source de l’article sur DZONE

Live chat is one of the most powerful tools for customer experience in the current marketplace. 

In a world where customers are constantly connected to the online world, online chat is a reliable way of getting quick solutions to common problems. 

Today’s consumers prefer talking to an agent over chat to calling a contact center, and they often feel that live chat is less frustrating than waiting for the right person to answer the phone. 

Of course, like any digital tool, live chat is only effective when using it correctly. Today, we’re going to show you the crucial KPIs you need to consider if you want to ensure that your chat strategy is delivering a tangible return on investment. 

The Most Important Metrics to Measure for Live Chat

These days, implementing live chat tools is easier than ever. 

You don’t necessarily need to hire a professional developer unless you want a specialist widget with specific functions and unique branding. Many plugins and tools for sites built on Shopify and WooCommerce allow you to instantly access chat functions. 

However, just because implementing live chat is easy doesn’t mean that there aren’t countless ways for your strategy to go wrong. Keeping an eye on these crucial KPIs and metrics ensures you’re making the right impression with your chat strategy. 

1. First Response Time

First response time is a crucial live chat metric. This measures how long customers need to wait before someone responds to them. Technically, this metric only refers to how quickly an actual agent responds to your customer, so automated “thanks for getting in touch” messages don’t count. However, immediately responding with one of those messages can convince your audience to stick around for a little longer. 

The faster your agents can respond to messages and solve problems, the better your brand reputation becomes. The good news is that a good live chat strategy can lead to pretty quick response times. The average time for an agent to see a live chat message is around 2 minutes and 40 seconds.

To improve your FRT statistics, make sure you:

  • Invest in chatbots: AI chatbots can support customers 24/7 with handy, self-service functionality. These tools will also filter out the customers waiting for an agent who can find a solution to their problem on your FAQ page.
  • Prepare canned responses: Quick responses to common queries can help you to address a problem much faster. In addition, preparing canned responses will ensure that your team members can quickly respond to more customers. 
  • Increase your resources: Ensure you have the right hand and enough agents to handle peak demand.

2. Average Resolution Time

The first response rate only looks at how quickly someone responds to a customer’s message for the first time. However, it doesn’t show how rapidly you deal with client problems. Average Resolution Time is the metric that helps to measure customer satisfaction by seeing how long it takes to get to a point where your customer can close the chat. 

If it takes too long for your employees to solve problems, there’s an increased risk of your customers becoming annoyed and frustrated. Additionally, the longer agents take dealing with each individual chat, the more other consumers will have to wait for someone to become available. Finally, the longer it takes to resolve an issue, the more customer satisfaction decreases.

The key to success is ensuring that the right agent deals with the correct customer and that everyone on your team is empowered with the appropriate tools and information. Boost resolution time by:

  • Giving customers a quick self-service solution: For common questions, make sure that you have an FAQ section that you can direct your customers to. In addition, a chatbot that can offer quick canned responses to regular queries can save time. Plus, they’re great for reducing the pressure on your agents’ shoulders. 
  • Integrate CRM tools with live chat: Make sure your agents have access to information about each customer as soon as they start the conversation. This information should include the customer’s name, what they’ve purchased before, and if they’ve issued any support tickets. Integrating with the CRM makes it easier for agents to jump straight into the action without needing the customer to explain everything first. 
  • Keep resources handy: Your team members should have instant access to all the information they need to answer customer questions. Ensure that searchable data repositories are available for everyone on your live chat team. 

Remember, routing tools that automatically send customers to the agent with the proper knowledge or skills will also improve response times and reduce the number of times a customer needs to repeat themselves. 

3. Chat to Conversion Rate 

Live chat tools aren’t just an avenue for problem resolution. Although customers can get excellent service through live chat, they also look to chat to collect information before a potential purchase. Around 38% of customers say that they end up purchasing a positive live chat experience. 

The live chat app on your website can provide real-time assistance for sales queries, converting leads, and maximizing your return on investment. However, to determine how successful your chat system is at encouraging sales, you must look at the chat to conversion rate metric. 

Essentially, you measure the number of chats your company has been involved in, then compare that number to the total number of conversions from those customers. It might be helpful to narrow down your results here by using your data and analytics tools to separate your total number of live chats into those intended for sales information and those requiring assistance. 

If your chat to conversion rate isn’t as high as you would like, there are lots of things you can do to start making a positive impact:

  • Automatically launch a chat: As soon as someone comes to your website, launch a chat window with a bot that asks whether you can help your customer. You can even include a list of commonly asked questions so your customer can get help faster. 
  • Follow up on chat conversations: Make sure you follow up on any questions that customers ask on your chat widget with an email. This is a great way to reach out to customers that may have been distracted and ended up abandoning their cart.
  • Personalize suggestions: Use AI insights and information from your customer management tools to determine which products are most likely to appeal to each customer, then suggest those items. Remember to ensure that your tone of voice in the chat matches your brand too. 

Remember, the faster you can answer customer queries and address their concerns with your live chat strategy, the more likely the chat will lead to a sale. Ultimately, customers are convinced to purchase when they believe they can trust your business to deliver excellent experiences. 

4. Customer Satisfaction Score

The customer satisfaction score is probably one of the most critical metrics in any customer experience strategy. It directly measures customer satisfaction levels and gives you an insight into how well you’re doing from the perspective of your target audience. 

The best way to measure CSAT through live chat is to add a survey to the end of the chat session. For instance, you could ask, “How would you rate this session on a scale of 1 to 10”. Then, based on the score, you’d calculate a “Net Promotion Score.” Each score falls into one of three categories: “Detractors 0-6”, “Passives 6-8,” and “Promotors 9-10”.

The more information you collect about your CSAT score, the easier it will be to determine where you’re going wrong with your live chat strategy. On the other hand, if the score is pretty good after a chat session, you’re probably on the right track. To improve your overall score:

  • Encourage feedback: Getting people to leave feedback, even on a live chat app, can be difficult. Offering customers the chance to win something in exchange for their insights could help you to get more data. 
  • Follow up: Connect with your “detractors” to find out what you did wrong. Follow up in the live chat session by asking if they’d like to leave a more comprehensive review. Alternatively, you can send an email asking for additional information. 
  • Reach out to promotors: Connect with the people who give you the most favorable scores to ask them for their insights. Find out what they enjoyed most about the experience and request a review that you can place on your website for social proof. 

5. Missed Opportunities

The longer someone waits for you to answer their question in a live chat or respond to their initial message, the more likely they’ll give up on the conversation. Unfortunately, this means that your company ends up with missed opportunities. You lose the chance to potentially make a sale, delight a customer, and strengthen your brand reputation.

While you might assume that your customers will know you can’t be available to answer all of their questions immediately, that’s not the case. INC tells us that 51% of consumers believe a business should always be open. So every missed chat is another negative mark against your reputation. 

If you discover that your team is missing a lot of chat chances, this could be a sign that you don’t have enough resources available in this area. However, there are a few ways that you can reduce your chances of missed opportunities, such as:

  • Hiring more team members: If you know that there are times of the year or week when you have peaks in demand, ensure that you have the correct number of staff members available. 
  • Using chatbots: Chatbots won’t be able to answer all customer questions, but they can deliver quick responses to commonly asked queries and reduce the risk of lost opportunities.
  • Provide alternative forms of communication: if your customer can’t reach you on live chat, make sure that there are other options available, like a phone number and email address or a form where your customer can automatically submit a ticket. 

6. Total Number of Chats and Tickets

Keeping track of the total number of tickets your customers submit, alongside the number of chats your employees engage in, will give you helpful information. First, the total number of conversations shows how many customers are taking advantage of your live chat function on the website. 

You’ll also be able to compare your total number of chats to the number of resolved problems you deal with for your customers. For example, comparing your total number of chats to an unlimited number of tickets shows you how many customers have been left to rely on other sources of communication. You can also see how good your employees are at following up with tickets issued by customers. 

When you’re analyzing your number of tickets and chat sessions, you might notice that many of the queries you dealt with were connected to specific questions or topics. If that’s the case, you might be able to create a new FAQ page for your customers or provide your chatbot with extra information that it can use. 

If you’re getting more support tickets through alternative means than live chat, it might be time to ask yourself what’s wrong with your live chat performance and why your customers choose not to use it. 

Improving Live Chat CX for Your Business

Live chat can be a powerful tool for improving customer experience and an excellent way to strengthen your relationship with existing and potential clients.

Step into the shoes of your customer and discover what it feels like to walk through the whole live chat experience, from the moment that you send a request to the live chat team to the moment when you close down the chat with a solution to your problem. Other quick tips include:

  • Getting the software right: Make sure your live chat app is easy for your end customers and your employees. The chat app you use should be convenient and suit your brand. It also needs to collect information effectively without causing problems like GDPR and regulations. Get a developer involved if you think you have a problem with your chat functionality. 
  • Guide your team: Remember that your team needs to know how to use the live chat tools available effectively if they’re going to deliver the best results to your customers. Make sure you give your employees scripts to deal with problems if needed. In addition, chatbots that can quickly grab information from integrated CRM tools and other solutions could make your agents’ lives much more manageable. 
  • Pay attention to feedback: Ask your customers for feedback on their live chat experiences whenever you can. Ensure you pay attention to what they say they like and dislike about the encounter. If you can listen to your customer’s opinions, they’ll give you a lot of helpful information to work with when you’re enhancing and optimizing your live chat strategy. In addition, listening to your audience shows that you have their best interests at heart.

Remember, as well as customer feedback; you might be able to ask your employees for their insights into how you can improve live chat performance too. Employees also work with these tools regularly, so they know which features are more problematic than others. 

Measuring and Improving Live Chat

Live chat functionality isn’t something that you implement into your website and forget about. Instead, like any form of customer service or engagement tool, your live chat solution should be something you test regularly and constantly update to suit your customers’ needs. 

Knowing which metrics to measure when examining live chat functionality and performance will boost the experience you can give your audience and even open the door for better relationships with clients in the long term.

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Every day design fans submit incredible industry stories to our sister-site, Webdesigner News. Our colleagues sift through it, selecting the very best stories from the design, UX, tech, and development worlds and posting them live on the site.

The best way to keep up with the most important stories for web professionals is to subscribe to Webdesigner News or check out the site regularly. However, in case you missed a day this week, here’s a handy compilation of the top curated stories from the last seven days. Enjoy!

Bob Ross Ipsum

22 Apps Designers Can’t Live Without

15 Best New Fonts, June 2022

Payload is Now Completely Free and Open Source

Why Does Every Movie Poster Design Look like This?

Web Design Tools for Fast and Efficient Design

Developers: Stop Feeling the Pressure – Do this Instead

What People Think that Web Developers do Vs. What We Really do

Anytype: A Local, Privacy-first Notion Alternative

Rumor: Apple to Announce New Search Engine Next Week

Background Grids, from Paper to Display

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The post Popular Design News of the Week: May 30, 2022 – June 5, 2022 first appeared on Webdesigner Depot.

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Whether you’re new to the job or are an experienced designer, the anxiety of a new project can sometimes – often unexpectedly – cause us to freeze in our tracks. This creative paralysis sees us staring at a blank page, unable to come up with ideas, and the knowledge that time is slowly ticking away.

We’ve all been there. So we thought it would be helpful to share our tips and tricks for overcoming the tyranny of the blank page and help you get back to doing great work.

The first thing to know is that you are not alone; blank page syndrome has a basis in science, with a clearly identifiable set of symptoms that consistently occur together. 

The first thing to know is that you are not alone; blank page syndrome has a basis in science

It starts when you become stressed. Stress causes your brain to produce hormones that slow down neural functions, which only serves to increase the feelings of inadequacy over a lack of creative spark – and fuel anxiety. Understandably, this causes a spiral as your mind seems to get emptier and the blank page more threatening.

But don’t fear! Because there are ways to move past blank page paralysis and get back to productivity. 

Just Relax

Once you’re in a negative spiral, it’s notoriously difficult to get out of. The best solution is to avoid the spiral entirely – by starting in the right frame of mind. This means setting up a calm work environment before you even sit down. 

Do your best to avoid major distractions – such as young children who need your attention or colleagues who like to play music that vexes your soul. We’re not saying that you need a sound-proofed home office – the kitchen table might be fine – but schedule your work time for when the kids are at school or with a minder, or work from home if the office is likely to be noisy. A pair of noise-canceling headphones can be handy, too.

Avoid Distractions

Seemingly small things can also get in the way of your work. Chat and email notifications are the digital equivalents of a person calling your name from across a room. Try to avoid or silence anything that stops you getting into the creative mindset, even if you just mute things for a few hours. It’ll help you mentally separate your creative workspace from everything else.

all of those notifications will still be there when you resurface

Ultimately, you need to create a mood that you subconsciously associate with being productive. But even when the space around you is perfect, it can still take a while to get into the zone. Brains don’t just flip into creativity at the flick of a switch, so be kind to yourself. And remember – all of those notifications will still be there when you resurface later in the day. 

Do a Warm-Up

Studies have shown that a blank page is particularly stressful because it makes the task in front of you feel bigger than it really is. Gazing at an empty page is like seeing the whole project stretching out before you. The stress comes from the feeling of having to fill the whole journey, all the way from A to Z.

So don’t start with A! Instead, begin with a warm-up. Just as dancers always start with a series of exercises to warm up their muscles, creative designers can benefit from something similar. You could start by talking things through with colleagues or sketch some ideas using pen and paper, before opening your design app. 

Alternatively, you could start by planning your content hierarchy. You don’t need all the final words – but it can be helpful to work out how many headings you’re going to have, where images will sit, and whether your copy will be in paragraphs or lists. 

By doing this, you’ll have elements to place and a rough idea of their relative importance. It’s easy to get overawed by the importance of actual content – so start by getting a grip on the type, density, and length of content. 

Take Inspiration

The world around us is filled with inspiration and according to an icon designer Yannick Lung:

It helps to observe things in the real world and play around with them.

It can also help to borrow an idea. Obviously, we never condone copying someone’s work, but using existing work as a reference or jumping-off-point can help. Think of it as putting your own twist on an existing idea.

“I sometimes find it useful to reverse engineer a good example of the sort of thing I’m trying to write (and this works for design too). I usually break down a successful example into its constituent parts and swap them out for things more relevant to the project at hand, then refine from there,” says Harvey, one of Sketch’s brand storytellers.

Let Templates Take the Strain

Instead of putting pressure on yourself to instantly start designing, begin by creating templates or wireframes. This isn’t an avoidance tactic. Spending time creating an outline template saves time in the long run – plus, doing practical work that doesn’t need lots of detail will act as a warm-up. It might even help you catch potential issues in your designs earlier. 

Be Collaborative and Welcome Early Feedback

In general, people don’t work well in isolation – so collaborating with colleagues is a great way to get design ideas flowing. At the start of a project, reach out to your colleagues to let them know what you’re going to be working on and set up a session to collaborate on ideas and ask for direct input.

Never wait until the end of a project to ask for feedback. Involving your colleagues in the process early helps counter blank page paralysis and involving stakeholders can help you manage expectations. Aim to get regular and consistent feedback rather than waiting for it – which could cause a delay in your project. 

And of course, you should always choose a design software that enables real-time collaboration so that everyone working on a project can avoid version conflicts.

Avoid Burnout

When work isn’t physical, it can be hard to judge how much it takes out of us

When work isn’t physical, it can be hard to judge how much it takes out of us. If you’re suffering from blank page paralysis, it’s probably a sign that you’re starting to get burnt out. Try setting an alarm on the other side of the room so you have to get up to turn it off regularly – or just scheduling some time into your day to take a break, stretch, or even take a walk. Stepping away from your screen is good for your brain and your body.

In the end, the most important thing to remember when it comes to blank page syndrome is that you have to be kind to yourself. Nobody can be productive 100% of the time – we’re only human, after all. What matters is that you do whatever you need to get your creativity flowing.

 

Featured image via Pexels.

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The demand for automation has skyrocketed across industries and global markets in the past few years, and the need for workflows along with it. Why? Because they make communication easier, reduce time and effort, enhance functionality, and improve control, leading to increased organizational efficiency. They allow businesses to identify and respond to new opportunities.

More and more organizations are embracing digital transformation and changing the way they operate. But for digital technology to be integrated into all areas of a business, solutions must be built. Systems, processes, workflows must change. This transformation puts a lot of pressure on IT, a department that’s already overwhelmed. Digital transformation can no longer be solely driven by IT, and that’s where citizen development comes in. With citizen development, companies can pursue their digital transformation initiatives without worrying about IT’s backlog.

Source de l’article sur DZONE

Yesterday’s creativity won’t keep pace with tomorrow’s requirements; businesses need speed and agility without sacrificing creative quality.

“The creativity that was needed in the past is not the creativity that is needed today,” according to Matthew Rayback, a creative director at Adobe. He’s not talking about the function of creativity but rather about the process of creative management in a marketing context. 

What is needed today? Speed and agility without sacrificing quality. 

Why? Because the pace of change has accelerated. As Rex Salisbury, a deal partner for the venture firm a16z noted early in the pandemic, “Businesses of all kinds are experiencing two years’ worth of digitization compressed into months.”

This accelerated digital transformation has put pressure on marketing teams to turn campaigns around faster. In turn, that places pressure on creative teams to generate the requisite creative for those campaigns. Leaders need to sharpen their awareness of the unfolding creative management trends to keep pace. To that end, below are five such trends to watch in 2022. 

1. In-House Creative Teams Continue to Grow

Companies have been building in-house creative teams for the better part of a decade. A 2018 study by Forrester Research and the In-House Agency Forum (IHAF) found the number of in-house teams has grown 22% in the last ten years or so. As The Wall Street Journal reported, more than half of advertisers (64%) have shifted their creative organizations to an in-house team.  

According to a more recent version of that same study, the in-housing movement didn’t stop throughout the pandemic. It revealed, “80% of respondents said they have brought more marketing assignments in-house since the onset of the pandemic, with 50% saying the increase was directly triggered by the events of the past two years.”

Businesses seem well-satisfied with the results because the urge to in-house is poised to grow beyond creative teams. For example, a recent survey by the customer intelligence company Axciom found about 50% of respondents believe the “in-housing is currently a top marketing objective, and 40% expect it will remain a top priority in the coming years.”

2. Outside Agencies Hired for Specialized Skills

Despite the in-housing trend, there is still opportunity for agencies, consultants, and freelancers, particularly those with specialized skills. Even the consumer-packaged goods giant Proctor & Gamble, a leading example of brands bringing marketing and creative teams in-house, still needs outside service providers.

Indeed, while in-house creative teams produce the lion’s share of creative work, the vast majority (86%) also continue to partner with agencies and freelancers; according to our own research, published in our 2021 Creative Management Report, which was facilitated by Lytho (formerly inMotionNow) and based on a survey of 400 creatives and marketers. 

When the survey asked creatives why they hire outside resources, the top reason was access to specialized skills (60%). That was followed in a distant second by a need for increased capacity (44%), help with developing strategy (24%), and, lastly, to get work done faster (20%). 

“It is very unusual for an in-house team to have no outside resources that they lean on,” wrote Alex Blum of Blum Consulting Partners, Inc. in a written assessment of the survey results.

He says there are two primary ways to partner with agencies. “First, for overflow capacity. There is always a need for more creative resources, and agencies can offer that flexibility without the cost of maintaining larger teams,” he wrote. “Second, in-house teams can divide areas of ownership with an agency based on the skill sets they have in-house.”

3. The Creative Process Evolves

Marketing today is dominated by an insatiable thirst for fresh content, produced and polished by creative teams. The demand for that content continues to explode. 

What does this portend for creative teams? Despite adding headcount, creative requests exceed the creative team’s capacity to produce it – even as lead times shrink. Matthew Rayback, the creative director at Adobe, suggested the creative process must evolve. 

He likens creatives to an auto factory, where “creatives used to be the assembly line to make a single car.” However, today, creatives are tasked with creating more cars, each with unique adjustments such as personalization. 

“The assembly line we built can’t accommodate that speed or volume,” he says. So the whole factory – the entire creative process – must be overhauled to adapt. 

4. Quantitative Measurement Drives Creative Priorities

Current methods for measuring the value of creative teams center on outputs. That is to say, the metrics tracked tend to quantify the number of creative projects in progress, the rounds of review, and the number of projects completed over time. 

These metrics are important, but alone they are insufficient. A complementary way to prioritize large volumes of creative requests is focusing on those tasks most likely to move the business needle. The barrier to achieving this is that most creatives aren’t kept informed as to the outcomes of marketing campaigns fueled by their creative efforts. This must change.

With the growing demand for content, the margin of error for applying creative resources to projects that don’t correlate to business results shrinks. Marketing organizations must build a feedback loop that brings quantitative results back to the creative team. In turn, creative teams must learn to use the data to drive their work priorities in collaboration with marketing. 

5. Creative Resource Management Becomes Essential

Resource management is both a leadership concept and technology (or a combination of technologies). It’s a means to plan, track, collaborate and measure creative operations, including people, processes, and budgets.  

Traditionally, planning and tracking of all things creative and marketing occurred in a spreadsheet. It works well when the future is generally predictable – yet cliché as it may be to say it – we are living in a state of uncertainty. 

Like many trends over the last 18-24 months, the global pandemic “forced virtual experiences, disrupted marketing channels and campaigns, and accelerated companies’ transition to digital marketing,” according to Forrester. The research firm calls resource management “essential” because it helps move “planning from static spreadsheets to a dynamic and real-time environment.” 

Final Thoughts

Yogi Berra paraphrased an old Danish proverb when he said, “It’s tough to make predictions, especially about the future.” Even so, the pandemic has accelerated trends that were already underway, and these five trends are good examples. More than just watching them, creative and marketing leaders should take steps now to get ahead of them.

 

Featured image via Pexels.

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Picture a dark office, blinds drawn. Picture a UX designer smoking a cigar. See the light filtered through the smoke whipped to fog by a spinning ceiling fan. Watch as the UX designer sits at a desk and considers the website.

The UX designer has devised a series of tests to determine if a green button is better than a red button. One of them involves tipping a tortoise onto its back. He looks the website over carefully and says, “Describe in single words, only the good things that come to mind about your mother.”

The website pauses, sweating under pressure, then replies, “Let me tell you about my mother…”

BLAM! The website pulls the trigger of an unseen gun, and the UX designer collapses, leaving the project to be rebuilt from scratch in Material by Harrison Ford, with overuse of Post-its delegated to Edward James Olmos.

Who Does UX Testing Actually Serve?

In the past’s bleak dystopian future (1982’s Blade Runner was set in 2019) no one benefitted from asking the wrong questions. And little has changed.

Designing any test to verify UX is fraught with as many complications as administering the test. Questions are skewed by bias, conscious or otherwise, and competing agendas. Even with something as apparently simple as a split test, the potential for distortion is immense.

When planned by a designer, a UX test offers little benefit to a client; the benefit is to the designer, who can then say their ideas are validated (or not).

Imagine hiring a developer to code a website, only to discover that the developer didn’t know CSS and expected to be paid to learn it before completing the work. You would hire someone else because that developer isn’t qualified.

From a client’s perspective, a UX designer should know, through experience, whether a green button is better than a red button. Designing an elaborate test to split-test the button color serves little purpose other than indemnifying the designer against mistakes.

The ROI of UX Testing

It’s widely accepted that there is substantial ROI (Return On Investment) from UX testing. We’ve all heard apocryphal stories about sites that split-tested their checkout and improved retention by 5%.

I’m going to go out on a limb and say that without user testing, that site could have improved its checkout retention by 4.9% simply by hiring a competent, experienced designer. But what about the remaining 0.1%? Well, for most sites, 0.1% represents very little profit. And the cost of recovering it via testing far exceeds the benefits.

When a company the size of Amazon, Netflix, Spotify, or Google split tests a website, it can afford to allocate $25k for user testing because it stands to gain 0.1%, and that represents far more than $25k. To meet the same 0.1% improvement, a small business has to design and run the same tests, incurring the same costs. But in the case of a small business, $25k could eat up all of its profits.

UX testing almost always works. But it is only profitable at scale.

If a good UI designer with a grounding in UX can improve checkout retention by 4.9%, tripling the project budget for just 0.1% more is a tough sell. Bluntly, that $25k is better spent on advertising.

What UX Designers Can Learn From Psychiatry

We all have the tendency to think we’re unique. It’s a survival trait attributed to our prehistoric brain. That belief in uniqueness is particularly strong in highly competitive people. We all think our site, our side-project, our approach are original. And we’re all wrong.

When a psychiatrist sits down with a patient, they have two immediate goals: categorize that patient into an established diagnosis, and assess the severity of the condition. It may be that the patient is depressed or anxious or even suffering from a potentially more debilitating condition like schizophrenia. What the psychiatrist is not trying to do, is define a new illness.

Occasionally — perhaps once per decade — a genuinely unusual patient will present themselves, and a new form of illness is considered. New treatments are found and tested. These treatments are rarely developed on behalf of individual patients; doctors work with grants from governments, medical schools, or the pharmaceutical industry and publish their results.

The vast majority of websites face similar problems. They deal with similar demographics, work within a similar culture, and deal with similar technology. As such, they can be categorized in the same manner a psychiatrist categorizes patients.

The key to delivering successful UX solutions is not UX testing in individual cases, but rather UX research, examining similar projects, and cribbing their solutions. If you categorize a project accurately, you’ll find a solution readily available.

Replacing User Testing With UX Best Practices

Your client doesn’t need to pay for UX testing to benefit from it. Enterprise sites, government sites, and even personal projects will test UX patterns. Sites like Shopify or Stripe will user-test their checkout processes at scale and enable companies to benefit from the results by adopting their platforms.

If you’re currently testing designs for small business, one of two things is true: either you’re wasting your client’s money investigating a problem someone else has already solved, or you’re designing something so original that it has no precedent (and you probably shouldn’t be).

Designers should be opinionated. Designers should know UX best practices and how they apply to a range of scenarios. Designers should be capable of making an educated guess. Designers should be self-validating.

Once or twice in your career, you may find a legitimate need to test something. However, the vast majority of the time, the correct answer is to tip the tortoise back onto its feet and choose whichever color button has the higher contrast.

Featured image: Still of Brion James in Blade Runner. Copyright Warner Bros. Entertainment

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If you are a designer and have never dealt with designer’s block, you are probably a superhero. For us mortals, designer’s block is a pretty common problem. There are occasions when we sit in front of our screen, and our creativity just evaporates.

I have spent many hours trying to get rid of this annoying wall. It took some time, but I have found some tactics that work best for me. So, do not panic! In this article, we will share five ways you can overcome designer’s block and get back on track.

From innovative sources of inspiration to the importance of collaboration and food, nothing will be left out. But first, let us analyze what designer’s block is and how common it is among creatives.

What is the Designer’s Block? Can You Force Creativity?

In a few words, designer’s block is nothing but a situation where you are stuck as a designer. In this unpleasant moment, you feel like you are losing your design skills and creativity.

Fortunately, this is not permanent. Of course, you are still a great designer. You should know and embrace that designer’s block happens to almost every creative out there. Even the most experienced of us. So the first thing you should do is to stay calm.

Remember that you can not force creativity. When designer’s block comes knocking on your door, you need some time to recover.

So instead of panicking, take to heart some practical tips that will help you regain your confidence and creativity.

How to Get Rid of Designer’s Block?

1. Take Care of Yourself

In some cases, designer’s block is your own body’s reaction. Think about it. How can you perform well when you are tense with pressure? There are many ways to take care of your mental and physical health. For example, you can take a break and have a snack.

Sleep is also critical when it comes to avoiding designer’s block. Recent research has shown that creative thinking is directly related to our periods of sleep. Lack of concentration, more mistakes, and erratic behavior are just some of the consequences of insufficient sleep.

For this reason, napping is a smart solution to designer’s block. So if you are feeling unproductive, first make sure you are not tired or hungry.

2. Change Your Location, Get Inspired

But what if you’re not hungry or tired? There are situations where we are stuck in front of a project. If that’s the case, you should decide to take an inspirational break.

The first thing you can do is to change your location. If you are working from home, you should get some fresh air. There are numerous sources of inspiration that can help you overcome designer’s block. Personally, I take a break and visit one of the following sources:

  • Parks: Nature will calm you and help you get inspired.  
  • Art Galleries: A designer’s best friend. Visiting an art gallery can help you find the missing elements for your upcoming project. 
  • Coffee shops: Quiet coffee shops are an intelligent way to get inspired. What’s better than a big mug of coffee and relaxing music?

Alternatively, watch a movie or a TV series. This may sound like an unorthodox way to get inspired, but it works perfectly when overcoming designer’s block.

3. Explore the Power of Collaboration

More than 90% of graphic designers in the world are freelancers. Although freelancing is an exciting job, it can be pretty lonely. The next time you are struggling with designer’s block, you might want to ask for some help.

Other UI or UX designers can help you see a project through different eyes and find the missing design elements. For this reason, collaborating with other designers is a great way to overcome designer’s block.

On the other hand, you can also ask your friends or family for ideas and feedback. Remember that inspiration can come from anyone.

4. Plan and Break the Project into Chunks

Most times, I get stuck as a designer, it is entirely my fault. To be precise, there are many cases when we do not plan the project efficiently. When the work is overwhelming, the lack of a well-organized plan can be why.

The best thing you can do is to take a step back. Take a look at the work that needs to be done. Then, you can start breaking your project down into small sections. If you reorganize everything, you can get rid of designer’s block in a matter of minutes.

Try not only to organize your tasks but also to manage the time you will spend on each chunk. This will probably help you understand that you have more time than you think.

5. Apply Some Pressure, Just Start

Unfortunately, few of us have infinite time to find inspiration. Most professional designers work with deadlines. That’s why putting pressure on yourself is not always a bad thing.

After following the above tips, all you have to do is start. Don’t forget that the designer’s block will remain until you start designing.

When I try to apply some pressure, my first drafts are usually bad. But after a while, everything comes back to normal.

Wrap Up

If none of the tactics analyzed above helped, you can always use one (or more) of the following quick tips:

  • Take a short break (5 minutes or so);
  • Start with the most challenging task;
  • Go for a walk or exercise;
  • Ask for more information about the project. Sometimes, the client can help you overcome designer’s block;
  • Think about what is distracting you and solve it.

Remember, every creative out there has faced designer’s block at least once. So there’s no need to panic at all. Of course, not all of us deal with it in the same way. That’s why you should first try out the tips above and find out what works best for you. This will help you overcome designer’s block and regain your skills as a designer.

 

Featured image via Pexels.

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Not so long ago, customers only had a couple of ways to interact with brands. 

If you had an issue with a product or service, you could reach out through the customer service phone number or send an email. Occasionally, sites would introduce dedicated forms on their website that allowed consumers to send support tickets straight to the service desk – but that was it.

The problem with this kind of service was all the waiting. 

Send an email or ticket, and you have no idea when the company is going to get back to you. Customers end up refreshing their inbox all day, waiting for a response. Call the company, and 9 times out of 10, you’ll be placed on hold. You can’t exactly do much when you’re stuck listening to hold music, so customers are gradually getting more frustrated as they wait for a response. 

Fortunately, the evolving digital age has introduced a new solution: live chat.

Transforming Your CX With Live Chat

Live chat is a quick and convenient way for your customers to contact your business and get a response immediately. The result is happier clients, better customer satisfaction scores, and even opportunities for bigger sales. 

More than 41% of customers say they expect to see live chat on a site. 

Even if you don’t have an agent on hand to answer a chat message immediately, you can create an automated system that notifies your customer when someone is available. That means they can go and do other things while they’re waiting for a response. Live chat solutions with bots can even allow your customers to fix problems for themselves. That’s pretty convenient!

Widgets equipped with answers to commonly asked questions can automatically deal with customer queries or help them find solutions to their problems before passing them over to an agent. This means that your customer gets a solution faster, and your agents don’t have as much pressure to deal with. It’s a win-win – as long as you get it right. 

Unfortunately, a lot of companies don’t know how to implement live chat experiences correctly. 

Kayako’s study into 400 customers found that 47% couldn’t remember the last time they’d had a positive experience through a live chat tool.  

How to Upgrade Live Chat CX

The evidence shows that customers love the idea of live chat, but the reality of how businesses implement this technology isn’t always ideal. 

However, since 86% of customers say they’re willing to spend more on a better customer experience, it’s worth figuring out what separates a good live chat interaction from a bad one. 

1. Set Expectations Instantly

Setting the right expectations is crucial if you want to generate better satisfaction for your customers at a later date. When customers know what to expect from your live chat strategy, they can also make more informed decisions about which support channels they’re going to use, and whether they want to hang around for someone to answer their messages. 

The first thing you should do is showcase your agent’s availability. In this example from Help Scout, you can see whether the team is active, online, and ready to talk. The company also sets expectations for how quickly you can get an email response if you don’t want to chat.

Other ways to set expectations include:

  • Showing your opening hours: List when team members are usually available to answer questions if you’re not currently online. 
  • Topics: Offer your customers some topics that they can ask about or use the welcome message on your chat tool to direct your customers to an FAQ page. 
  • Restrictions: If there’s anything you can’t deal with over live chat, like changing a customer’s password, let them know in advance so they don’t waste time.

2. Leverage Pre-Chat Forms

Pre-chat forms are some of the most important parts of the live chat experience. They ask your customer to explain their issue to your chatbot so that they can be directed towards the right agent. Using these forms correctly ensures that your agent has all the information they need to solve a problem fast. 

You can even set up automated systems that direct customers to different agents and teams based on their needs. For instance, the live chat app on Outgrow.co gives customers the option to fill out different forms depending on whether they want answers to a question, a demo, or something else.

The button you click on dictates which professional you’ll get through to. Although filling out a form can seem like an extra friction point for your customer at first, it helps to streamline the customer journey. After all, if you can direct the customer to the right agent the first time, there are fewer chances that they’ll need to explain their issue to various different people. 

Here are a few things you can ask for in the live chat form to make it more effective:

  • The customer’s name: This will help to personalize the conversation. It could also be an opportunity to track down any background information you have about an existing customer and the orders that they may want to speak to you about.
  • An email address: Having an email address will allow you to bring up a customer’s record on your CRM. It also means that you can send any information that the customer needs to their email inbox at the end of the conversation.
  • A brief explanation: Ask your customers to share what they’re reaching out to you about and use keywords in their message to assign the chat to the right agent or professional. You could even add a drop-down menu of topics for them to choose from. 

Remember, don’t ask for too much information straight away, or you’ll risk your clients feeling that the service experience is too complicated. 

3. Make Sure It Works Everywhere

We’ve reached the point now where every customer expects a brand’s website to be responsive on any device. Most web-building templates automatically work on mobile tablets and smartphones. Additionally, it’s becoming increasingly easy for companies to transform their website and online store experiences into dedicated apps too. 

However, while most businesses know that their site needs to be responsive, they often forget about the mobile element when it comes to live chat. If your live chat function is only available on the web browser version of your website, then this is going to end up making your mobile customers pretty unhappy. They don’t want to have to stop browsing on their phone just to connect with you. 

Ideally, you’ll want to create a separate component for your mobile app where your customers can easily access the same live chat functions they’d have on your browser-based site.

If you’re just offering live chat through a mobile version of your website, make sure that it’s easy for your customer to click into the chat section and send messages without accidentally ending up on a different tab or page. It might also be worth setting up functions that allow your chat app to send push notifications to your customer’s phone whenever they get a new message. 

Being able to put their smartphone down or switch to another app while they wait for a response will provide a much more intuitive experience for your audience. 

4. Make Sure You Support All the Right Languages

You’d think that this CX tip for live chat would be obvious, but it’s shocking how many companies fail to offer support for all the languages that their customers might use. If you’re selling your products throughout the world, and you know you have customers in China, then it doesn’t make much sense to only offer live chat in English. 

Some of the available live chat apps on the market today come with features that allow you to automatically translate languages when your agents are talking to foreign customers. For instance, LiveChat currently supports 45 languages

If you’re creating your own chat app from scratch, then you’re going to need to work with your developer or designer to make sure that the right languages are supported. Remember, you don’t have to cover everything, but at least make sure that you can connect with the most common groups of customers in your CRM. 

Ensure that if you are using multiple languages, your customers know how to switch to their preferred option too. Usually, the best way to do this is with a drop-down menu. You could also use little flag icons of the countries that you support. 

5. Find Ways to Reduce First Response Time

Speed is probably one of the biggest advantages of live chat, and the main reason that customers like it so much. According to the CMO council, fast response time is the number one thing that a customer looks at when measuring satisfaction. 

While you might not be able to have someone on-hand to answer your customers 24/7, you can improve the way they perceive your load times in a variety of ways. For instance, start by making it clear when your people are online to talk to your customers. Setting expectations on when you’ll be available to immediately respond should help to avoid frustration.

  • Keep all chats in the same place for agents: Having a combined contact center solution on the back-end makes responding to queries much easier for your agents. If they can see all of your brand’s live chat, social, and email conversations in one place, they don’t have to waste time jumping between different platforms and tabs. 
  • Set routing queues: Use an automated system to send every message you get to the most appropriate agent available. You can intelligently route conversations based on the issues that your customers have or the things they want to discuss. It’s also worth ensuring that your system prioritizes routing conversations to the first agent available. 
  • Send notifications: Make sure that you set your live chat system up to send push notifications to agents when a new message is waiting. It’s also with notifying your customer when they have a response, just in case they’ve switched to another tab. 

The notifications you send to your agents could come with access to a customer’s CRM file, so that your agent can go into a conversation with the context they need. Agents that instantly get context on a conversation don’t have to waste as much time tracking down the right information. Giving your agents context also means that they don’t have to ask repetitive questions, which could annoy your customer. 

6. Make the Chat Experience On-Brand

Every company wants to give their customer a slick experience with live chat. The solution you build needs to be easy to use, and responsive across every device. However, it also needs to be something that your customer associates with your brand. 

Companies generally have a lot of options for how a live chat window can look. You can adjust the appearance to suit your brand by picking specific colors, tweaking button shapes, and even changing the available fonts. 

Working the visual elements of your brand into the design of the live chat experience is the best way to make your customers feel comfortable and confident that they’re dealing with your company. For instance, Hubspot uses matching colors, rounded edges on chat bubbles, and even a fun illustration to make their chat experience more “branded.”

Remember, when you’re creating a Live Chat experience that’s “on brand”, it’s also a good idea to think about things like voice and tone. Infusing live chat with the unique personality of your brand will make the experience more memorable. 

If you usually stick with informal language and use a lot of slang, then it makes sense to continue that in live chat – even when you’re sending automated messages. To make sure your brand identity really shines through:

  • Write scripts for your automated messages in your brand’s tone of voice
  • Write guidance scripts for employees that highlight your tone for agents
  • Provide training on brand tone of voice for your support team
  • Encourage support agents to connect with customers on a personal level
  • Remember to set guidelines on how to use things like gifs, slang, and emojis too!

7. Make a Checklist For Security and Tech Issues

One of the most significant things that will affect the experience your customer has with your live chat service, is technical and security issues. Choose the right developer or designer to help with your app, and the risk of problems dwindle. You can also address the issue of having to constantly maintain, check, and update your live chat experience by using a pre-existing solution, like Intercom.

No matter how you choose to approach live chat, these are the things you’ll need to check for most:

  • Page load times: Page load times are crucial for user experience and SEO, so you should be taking them seriously already. Check your web chat software isn’t dragging down the performance of your page or causing unnecessary problems.
  • Cross-channel conversations: If your website has various subdomains, make sure that moving through these in chat won’t mean you lose the session. Customers don’t want to have to repeat themselves!
  • Functionality with browsers: Your chat app needs to work just as well on every browser and operating system – including mobile devices. 
  • Data management: Under things like GDPR, you need to ensure that you’re controlling user information safely. Ensure you have a DPA in place, and make sure that your web channel doesn’t affect any PCI-DSS compliance systems you have in place. Your chat solution may need to automatically mask credit card information, for instance.

Time to Enhance Your Live Chat Strategy

Ultimately, whether you like it or not, your customers love live chat technology, and they’re not going to stop looking for it on your website. Today’s consumers expect you to serve their interests by delivering customer support on the channels that they choose. Unfortunately, most companies just aren’t living up to expectations.

Following the tips above could help you to transform the way that you interact with your clients and improve your chances of better satisfaction overall.

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Productivity is a crowded space, with countless apps and services promising to make your life and business easier and more profitable. Of all the apps that make that promise, very few deliver, but we’ve found one that does: Taskade.

Flexible Planning With Taskade

Every problem is unique, and part of what defines us as creative professionals is the different ways we approach problems. What suits one person in one situation doesn’t suit another in another. This is where many planning apps fall down: they adopt one singular approach and expect users to fit around the app.

Taskade is different. Like the love-child of Trello, Notion, and Slack, Taskade uses a template approach to create a flexible planning system that you can use in whatever way you prefer.

When you open up Taskade, you’ll see some quick options: ‘blank,’ ‘weekly planner,’ ‘meeting agenda,’ and so forth. But there’s also a ‘more’ option that will give you access to the hundreds of templates Taskade supplies. There are dozens of template categories, and each category contains multiple templates that you can use to drive your planning process.

Whether you’re looking for a task list for launching on Product Hunt, a design system checklist, or a project scrum board, you’ll find the template ready and waiting for you.

If none of the predesigned options are right for the task at hand, Taskade gives you the option to create your own template from the basic building blocks of boards, actions, mind maps, charts, and lists.

Team Collaboration With Taskade

One of Taskade’s main strengths is its ability to work equally well for individuals and teams.

It makes sense when you’re evaluating a product that you do it on your own. But we encourage you to bring team members on board early in the trial because it’s when working with teams that Taskade really excels as a collaborative tool.

Once you’ve created a new planning project, you can invite your team, either by email or — if they’re already registered — by tagging them with their Taskade username.

You can assign tasks to individuals or multiple individuals (a much better option than the free-for-all you find in some to-do apps). You can also set deadlines for tasks so that everyone knows what the schedule is.

Team Chat on Taskade

Another area that Taskade excels for teams is the built-in real-time live chat. You can communicate with team members right in the project instead of jumping onto Slack or email.

For teams working remotely, or even just multi-tasking throughout the day, it’s a great way of ensuring that everyone has the information they need. As a result, mistakes are minimized, and best of all, there’s a written record that can be referred back to at any time.

Chat can be sent to the whole team, or direct messaged to an individual, so you don’t need to worry about filling up everyone’s notifications with messages that don’t apply to them.

Project Management With Taskade

If you’re working on a single project, then you probably know exactly where it is at all times. But for anyone working on multiple projects, it can be hard to keep track of everything. So Taskade has several different options for project managers.

The Mindmap section is one of the most useful parts of Taskade because it gives you a complete overview of everything in your project. You can see what has been completed and how much time it took — that way, you can assess how viable the timeline for your other tasks is.

Another great feature of Taskade is the activity feed. When one of your team makes a change to a project, it will pop up in your activity feed, and the next time you log in, you’ll see the status of your projects with a single glance.

Multi-Platform

One of our favorite aspects of Taskade is that it works equally well across different platforms. As well as the desktop web app, you’ll also find native apps in the iOS app store and the Android play store.

Syncing your account over different apps is awesome because ideas often occur at inconvenient times — on your commute, walking the dog. Even when you’re at your desk, it’s much handier to grab your phone and make notes than it is to switch to your browser and visit a site.

Easy Registration

If you’re feeling the pressure of a bulging inbox, or to-do lists on multiple post-its, then the last thing you need is another complex, confusing task to add to the pile.

Taskade is super-easy to get started with. Just click the ‘Sign up’ link in the top right of the site, and you’ll have three options: Sign up with Google, sign up with your email, or you can continue as a guest.

If you’re not sold yet, then continue as a guest — essentially a free trial — you can sign in properly later once your curiosity is satisfied.

Free to Use

Taskade is free to use on a limited basis. The free plan comes with 500Mb of storage and a maximum 25Mb file size. You can create individual tasks or whole projects, workflows, and custom templates and share tasks and projects with your team. That’s enough to help you make the most of Taskade for $0.

If you find that the generous free plan isn’t quite enough, paid plans start at just $5 per month. The paid plan gives you unlimited storage and bumps the maximum file size up to 250Mb. You have the same core features as the free plan; it’s just that they’re unlimited, which means you can do even more planning. In addition, the paid plan adds some handy extra features that are great time-savers, such as sorting tasks, creating repeat tasks, and bulk assigning tasks. Just look at how Taskade compares to similar tools.

Most professionals will get along with the free plan just fine, but $5 per month for unlimited storage is a great deal. On top of that, you have future premium features to look forward to, including a project revision history and a calendar view.

You can sign up to Taskade for free now, as a guest, with your email, or with Google.

 

[– This is a sponsored post on behalf of Taskade –]

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