User Tested

Index

• 2x2 matrix, usage, 87f

• A
• AAA Club Alliance (ACA), customers (connection), 23–24
• Account teams, usage, 72
• Affinity diagramming, usage, 85–88
• Age of the Customer in the Experience Economy, 9
• Airlines, customer hatred, 6
• Analytics, usage, 11, 25–26
• App download experiences, company obsessiveness, 151
• Approval flow, creation, 184
• Assets, customer preferences, 143

• B
• Best‐in‐class assessment, 162–164
• Best‐in‐class experience
  • activity completion, 164–165
  • customer observations, 165
  • learnings, sharing/action, 166–167
  • observations, 164–167
  • questions, 166
• Bezos, Jeff, 100
• Biased questions, avoidance, 55–56
• Bias, omnipresence, 76–78
• Big Data, usage, 29f, 31f, 33f
• Bolotsky, David, 197
• Brands, customer experience (revenue increase), 6–7
• Business
  • human insight, relationship, 97
  • leaders, frustration, 192
  • priorities, balancing, 110
  • results
    • culture shift effort, connection, 187
    • testing, connection, 182
• Business‐to‐business (B2B) companies, user testing, 71–72
• Business‐to‐business (B2B) models, 151–152
• Buyers, understanding, 121

• C
• Cardello, Jen, 100–101
  • Product Development Framework, 101f
• Card sorting, usage, 118–120
• CarMax, internal structure reconfiguration, 198
• Carvana, idea/impact, 12–14
• Checkout
  • experience, digital team responsibility, 22
  • processes, company obsessiveness, 151
• Chewy.com
  • acquisition, 199–200
  • customer loyalty, 200
• Choosers, users (contrast), 68
• Citrix, customer experience practices, 187
• Cliff, Nathan, 199
• Closed card sort, usage, 120
• Communication, ...