Customer-obsession is a term used to describe some of the most successful companies in the world – Amazon, Starbucks, Apple, and others. What are these organizations doing aside from marketing, branding and sales that earns them customer loyalty and higher margins? One key differentiator is their use of User Experience (UX) practices. By employing UX in their business processes, these firms enjoy sustainable advantages over their competitors; they save money and time while delivering outsized results.

User Centered Design Process, Jacob Nielsen concepts, Don Norman concepts, cognitive load, psychological background for UX, Design Thinking, UX reservoir, competition between firms.

Participants will be able to identify Nielsen/Norman concepts; articulate how UX is applicable to current job roles.

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