We are experts in customer experience and specialize in
Human centered design. CX transformation CX consultation. UX design. UX workshops. Accessibility.-
Customer and User Experience
are closely related concepts, but their focus and scope differ.
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Customer Experience is a set of activities and touchpoints across the entire business (not just on the website or online shop), during which a customer comes into contact with you. From the first banner or spot, to customer support and handling complaints.
User Experience is the part of the whole system that directly concerns the website, usability, intuitiveness, and includes User Interface (UI) and design. -
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Customer journey represents a map or visualization of the entire process a customer goes through when interacting with a brand, product, or service. It focuses on individual touchpoints where the customer comes into contact with the company, from the first moment of interest to subsequent post-purchase care.
In design, the customer journey is used to optimize these touchpoints to ensure a smooth, pleasant, and efficient experience for customers. It most commonly includes:
- Awareness
- Consideration
- Decision
- Purchase
- Post-purchase
- Loyalty
Thanks to research, it is possible to understand the motivations, expectations, or obstacles of real users. It is important to choose the specific research method correctly based on the issue being addressed. For our clients, we most often use:
- Discovery research
- Customer Journey Mapping
- Research with customers
- Focus Groups
- Usability Testing
- UX Audit
Why is UX important?
What is UX writing?
Effective UX writing seamlessly guides users through a product, enabling them to grasp its functionality and navigate it effortlessly. It prioritizes clarity over technical jargon, employing straightforward labels and translating intricate concepts into easily digestible language. UX writing extends beyond lengthy passages; its principles should permeate all textual elements, including concise microcopy like button labels and links.
Benefits of UX writing:
- Enhanced User Comprehension: Clear and concise UX writing ensures that users can effortlessly understand the functionality and purpose of a product or service.
- Improved Usability and Accessibility: Well-crafted UX writing promotes intuitive usability, enabling users to seamlessly interact with a product or service.
- Increased User Engagement and Satisfaction: Engaging UX writing captures users' attention and fosters a positive user experience.
When is a consultation appropriate?
If you encounter the limits of your own team or do not have a similar role in the team, you can use the advice of our specialists. CX and UX consultation can be one-time, short-term, or long-term, in the form of personnel leasing.
UX Design
We craft captivating UX designs that guide users effortlessly, ensuring your product is both functional and engaging. Our designs align with your customer needs, directly impacting product success.
We offer wireframes for conceptual visualization and clickable prototypes for usability testing.
The Benefits of Great UX Design
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Increased user engagement: A positive UX encourages users to spend more time interacting with your product, leading to higher retention rates.
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Improved conversion rates: A well-designed UX can significantly boost conversion rates, whether it's signing up for a newsletter or making a purchase.
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Reduced development costs: By identifying and addressing usability issues early in the design process, you can avoid costly rework later on.
What is a CX/ UX workshop?
A workshop can have various goals and purposes. One of them is a joint meeting of designers, stakeholders, and possibly users with the aim of generating ideas, solving problems, and improving the user experience of a product or service.
Who are CX/ UX workshops useful for?
- People who want to learn more about UX design
- UX designers who want to improve their skills
- Entrepreneurs and managers who want to improve the UX of their products or services
- Customer Care for increasing customer satisfaction
- Salespeople and other groups that influence the customer journey
What is UX training?
We provide comprehensive UX training that empowers your team to master the art of user-centric design. Our training encompasses the fundamentals of user experience, proficiency in industry-standard design tools like Figma, and the application of practical methodologies like Design Thinking.
Tailored to the specific needs of your team, our training ensures you acquire the skills and knowledge necessary to create exceptional user experiences that drive product success.
How to design for people?
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Analysts, CX consultants, or researchers use quantitative and qualitative research methods, conduct interviews, collect data, analyze questionnaires and other 1st party data, or test the usability of existing solutions and touchpoints.
The goal of this phase is to understand the background, goals, motivations, challenges, as well as the weaknesses that users encounter. In this phase, we often find many problem areas, which we then prioritize.
Phase 2: Hypotheses and Ideas: all the collected data from various areas will subsequently show us the path we should take in solving the problem. From the abundance of data, numerous ideas and hypotheses can arise, which need to be evaluated, compared, and prioritized. In our multidisciplinary team, we bring innovative and user-focused concepts (MVP or PoC) even in collaboration with the client. UX specialists create and explore a wide range of ideas and potential solutions from insights gained through observation.
Phase 3: Prototyping allows designers and UX / CX specialists to easily and quickly verify the clarity and usability of concepts, and to identify potential design issues early on, thus avoiding unnecessary cost increases. In this phase, we can design the scope of solutions in the MVP, define the ideal state, and verify whether customers understand the idea as we expect.
Prototyping is not mandatory, but it is certainly recommended, especially when facing major changes or challenges.
A prototype can take various forms, but we most often use clickable prototypes that realistically mimic the final output, giving the user a real sense of using the service during prototype testing.
Phase 4: Validation or Testing of the proposed solution. Researchers test solutions according to a prepared scenario with real people. Testing can be conducted in various ways and depends on the specific goal or output being tested. The aim of this phase is to identify shortcomings and provide information on possible improvements that will ultimately ensure a better user experience.
Testing, whether of a prototype or another form of output, ensures the effective detection of hidden problems.
Improving UX products & services across all industries
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Sygic
Redesign for improved usability of the B2B section on the website for the American, English, and German markets based on user research and information architecture design.
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Asseco
Creating a design system for the client's B2B application interface and marketplace. Emphasis was placed on accommodating the diversity of end users of the design system (such as third-party developers) and its versatility for applications of various purposes (CRM, finance, human resources, etc.).
How does it work at UX Lab?
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Do you want to improve UX of your website?
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Boris Henezi
Sales Executive
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Samuel Štassel
Sales Executive