Uncategorized Archives ⋆ The Pond

Improve customer experience and tame complexity across your organization.

At Pink Frog, we help you comply with the 21st Century Integrated Digital Experience Act, or IDEA Act.

This law mandates government agencies assess new or redesigned digital services — websites, forms and applications — and prioritize usability improvements based on impact.

We partner with you to design, assess and improve the customer experience. We study how people learn, navigate spaces, make decisions, memorize, perceive, behave, and at what point in their customer journey they make decisions, how they make decisions, how critical the touchpoint is in their decision making, and what their expectations are of your services. Innovation, trust and brand loyalty comes from knowing your customers.

We help you collect qualitative and quantitative data relating to the experience and satisfaction of your customers, identify areas of concern that need improvement and improve the delivery of your services both online and offline.

Pink Frog Interactive is a boutique design consultancy that provides customer experience design for public services. We specialize in making complex processes, interactions and information clear.

Our mission is to create a better world by conducting human-centered design, making the complex clear, and solving complex problems with design thinking. Understanding peoples’ unique challenges, emotions, culture, and goals allows for empathy. Empathy creates compassion which is necessary for shifts in mindset. Shifts in mindset change the world.

We’d be happy to discuss with you how our services can help.

If your organization does not yet have a staff dedicated to improving customer experience design, you can choose to become our partner or simply use our services for certain projects.

Choose an improved customer experience, choose to dominate complexities with Pink Frog Interactive.

Pink Frog Interactive listed as one of 13 Best Pennsylvania UX Design Startups – UX Design Innovation

Pink Frog listed as one of 13 best PA UX startups.

Pink Frog Interactive was showcased in the top picks for the best Pennsylvania based UX Design companies. “The startups and companies are taking a variety of approaches to innovating the UX Design industry, but are all exceptional companies well worth a follow.

We tried to pick companies across the size spectrum from cutting edge startups to established brands.

We selected these startups and companies for exceptional performance in one of these categories:

Innovation
- Innovative ideas
- Innovative route to market
- Innovative product
Growth
- Exceptional growth
- Exceptional growth strategy
Management
Societal impact”

Pink Frog Interactive makes the list! 41 Most Innovative Product Research Startups & Companies.

The Top UX “Sins” Made by Beginner Designers.

Taking every bit of customer feedback and implementing it.
Design by committee.
Listening to only what users say and not observing what they actually do.
Not starting with a problem statement or reframing the problem.
Going with the first decent idea.
Not understanding human factors – the way people think, make decisions, behave, perceive, cognitive biases, etc.
Not using a hierarchy of information.
Not asking the right questions.
Not talking to the right users.
Not talking to any users.
Leading users in design research with your own agenda.
Being biased.

How Pink Frog Interactive saved one customer $$$ millions of dollars by fixing one link.

Pink Frog Interactive was hired to map out customer touchpoints (on and offline) for larger and smaller customer accounts around the globe as part of an exceptional customer experience project for a 14 billion-dollar company. While interviewing the customers about their touchpoints with our client and their decision-making points, we found that all three user groups around the globe did not believe that they could order as many samples as they needed to prototype the product. The engineers believed they could only get one sample and would often call managers and distributors to try to get more. The managers and distributors, using the same poorly designed interface, also believed they could only order one sample. In addition, finding mating and tooling for the sample part was difficult due to poor search futures, interface content, and nomenclature.

Ordering samples was a key decision making touchpoint for engineers. In fact, it was the most critical. Once engineers ordered samples to spec into their product the chance of changing them at a later time was almost nonexistent. While the engineers preferred our client’s products over the competitors and were even willing to pay more for them, they often believed they were forced to go with a competitor because they could easily get as many samples as they needed quickly and easily.

In contrast, their competitors did samples very well. They knew ordering samples and having easy access to mating and tooling parts for the samples where all key decision making points. The competitors had overnight samples on the front of their website and made mating and tooling parts just as easy to access. Once the part was in the prototype, the sale was made.

Let us help you empathize with your customers, understand your customer’s touchpoints, customer journey and decision-making points.