How Do You Create a Trustworthy Brand?

How do you create a trustworthy brand? As a content strategist predominantly in the healthcare space, this is something I’ve been exploring for years. It’s a constantly evolving answer. Or, as UX designers love to say (and clients hate to hear), “it depends.” But more and more often, I’m convinced that trustworthy experiences – and…

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How to Write in Plain Language

“Plain language” sounds simple. But as Thelonious Monk says, simple ain’t easy. When we write in plain language, that means writing in a way that makes information: clear and understandable, jargon free, a low cognitive load, easy to act on In essence, it’s what every content creator strives for. But why? Aside from sounding nice,…

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10 Ways to Create Accessible Content and Design

WCAG 2.1 is a blessing for creating accessible experiences. Yet a lot of the guidelines seem focused on development. Sadly, this leads many designers and content strategists to assume that accessibility is a developer’s job – when in reality, everyone has a role to play. Accessible content and design are just as important as accessible…

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How to Prevent UX Cruelty

At Mad*Pow’s Health Experience Design conference, Jenka Gurfinkel gave a Lunch and Learn on reclaiming technology as a means of health. In her talk, she revisited the topic of UX cruelty. This (typically inadvertent) practice results in millions of poor user experiences – all because the designers are more focused on “delight” than compassion. I’ve…

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How to Create a Human Voice UI

Voice UI is a hot topic, and one that brings with it a lot of assumptions. Much as Star Trek imagined the first iPad back in the late 1980s, films and television today suggest Voice UI could become a friend, personal assistant, and more. But in reality we’ve a ways to go. For starters, voice…

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How Do You Build Actionable Empathy?

The app Samaritan will tell you the name, and story of a homeless people near you. Created by Jonathan Kumar, it is designed to boost empathy and drive people to see who they’re walking by. Samaritan encourages empathy, which is also the first step in the Design Process. But is it actionable empathy? Will it…

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Lead, Or Manage? Why Not Both?

I am far from a process expert. However, it’s time to weigh in on a topic I see popping up in UX publications: leading vs. managing. As per usual, some of my issue is semantical, but I also see value in reducing negativity around the term “manager.” A recent UX Matters article synopsized the difference…

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Increase Trust with Omnichannel Strategies

The customer’s always right… and the customer doesn’t trust your brand. To quote the 2018 Edelman TRUST Barometer: “The 2018 Edelman TRUST BAROMETER reveals a world of seemingly stagnant distrust. People’s trust in business, government, NGOs and media remained largely unchanged from 2017 — 20 of 28 markets surveyed now lie in distruster territory, up…

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How to Map an Omnichannel Experience

As I prepare for the OmnichannelX Conference, I’m giving a lot of thought to how to map an omnichannel experience. Specifically, how do omnichannel experiences differ from just… experiences? For most people, mapping an experience means identifying a single channel, such as a website, and mapping out a person’s experience on that website. But most people…

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How to Request Copy Edits from Clients

About a month ago, I received a request from a client. They had just recently begun reviewing our copy, and they wanted some clarification on a few sources we used. Here’s the catch: we wrote the copy nearly three years ago. Copy edits from clients can come at any time, and in any form… unless…

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