Articles

Kim Salazar

Kim Salazar is a Senior User Experience Specialist with Nielsen Norman Group. Salazar combines her background as a developer and education in Computer Science with her user experience expertise, particularly around complex applications, to bring well-rounded insights to her work.

@kimmyaf

Articles and Videos

How Channels, Devices, and Touchpoints Impact the Customer Journey
December 4, 2016Dec 4, 2016 | Article: 3 minutemins to read
Customer journeys are collections of touchpoints between users and organizations. A touchpoint is defined by a combination of channel, device, and user task.
What Are Personas and Why Should I Care?
November 26, 2016Nov 26, 2016 | 1 minutemin video
Personas can humanize complex data and help give UX design teams a consistent focus and design target.
Consistency in the Omnichannel Experience
October 16, 2016Oct 16, 2016 | Article: 4 minutemins to read
Consistency of interaction across channels builds customer trust and leads to a successful omnichannel user experience.
Minimize the Need for Customer Service to Improve the Omnichannel UX
September 11, 2016Sep 11, 2016 | Article: 9 minutemins to read
Contacting customer service often reflects on UX. To reduce such failures, understand the customer journey and support it through UI design.
Customer Journeys and Omnichannel User Experience
July 24, 2016Jul 24, 2016 | Article: 6 minutemins to read
Organizations must create omnichannel UX strategies that optimize the end-to-end user experience of completing a task across devices and interaction channels.
Diary Studies: Understanding Long-Term User Behavior and Experiences
June 5, 2016Jun 5, 2016 | Article: 7 minutemins to read
User logs (diaries) of daily activities as they occur give contextual insights about real-time user behaviors and needs, helping define UX feature requirements.
Needy Design Patterns: Please-Don’t-Go Popups & Get-Back-to-Me Tabs
May 15, 2016May 15, 2016 | Article: 6 minutemins to read
These two overly demanding website design patterns aimed at driving engagement are in conflict with how people utilize browser tabs.
The Anatomy of a List Entry
April 10, 2016Apr 10, 2016 | Article: 6 minutemins to read
To support scanning and product comparison, item descriptions on listing pages should have a visual design and layout that preserve content priorities.
Are Your Personas Outdated? Know When It’s Right To Revise
February 14, 2016Feb 14, 2016 | Article: 5 minutemins to read
Up-to-date personas result in a better UX design process. Data from 156 companies provide a baseline to understand how often to revise personas. Knowing when and how frequently to make updates will help you craft personas that are both accurate and effective.
The Illusion of Completeness: What It Is and How to Avoid It
January 17, 2016Jan 17, 2016 | Article: 6 minutemins to read
Users can think they see the entire web page, although additional content exists off-screen. Designers must help users discover all relevant information.
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