Welcome to the 14th edition of the CX by Design Ideas newsletter, a monthly mailing by your hosts, Lis Hubert and Diana Sonis, with a focus on sharing human-centered ideas for business. Thank you for being here. We appreciate you. P.S. Was this email forwarded to you? You need your own!

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Fremont Center, NY, Tuesday, November 3, 2020

October was another busy, but purpose-filled, month.

This month we published parts 2 and 3 in our series on designing website navigation for customer intentions. 

Part 2 of the series exposes our perspective on the need to set up your website to have an organic conversation with your customer. 

Part 3 highlights how to design for customer intentions to create that organic conversation. Both pieces are loaded with practical advice on how to use your website to create a loyal customer following.

We also realized it was time to share our ideas around Designing for Customer Intentions with an even wider audience. We’re excited that our thoughts will appear on UX Booth in the coming weeks! 

Finally, we continued a very fun and meaningful partnership. We’re working with design colleagues to publish resource materials that will be used to help us all consider the impact of our work. In the links below, you’ll find some of the inspiration for this project. We look forward to launching it in the coming months, so stay tuned!

We hope you enjoy these resources, and as always please reach out with any questions or ideas.

Stay healthy,

Lis Hubert,
Founding Partner

You can’t scale the human side of your business if your website isn’t set up to have an organic conversation with your customers. An “organic conversation” in this context can be cultivated by designing a website navigation around customer intentions.

Think about website navigation differently. 

It’s not about “the navigation bar,” or that “hamburger menu.” It’s also not about your departments, lines of business, or company politics. Frankly, it’s not even about your products and services.

It is about what your customer wants to do on your site, otherwise known as: customer intention(s). 

We are researching how community banks are thinking about customer experience in the current environment. If you're a CX lead in a community bank (or if there is someone you can refer us to), please contact us.