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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

  • Emojis in Email Subject Lines: Advantage or Impediment? 👍 👎

    Our research shows that emojis in subject lines increase negative sentiment toward an email and do not increase the likelihood of an email being opened.

  • Communicating Changes Throughout the Buyer's Journey: A COVID-19 Case Study

    When emergency situations impact retail operations, stores must inform customers of resulting changes to services with salient communications across all channels.

  • 7 Ways to Analyze a Customer-Journey Map

    Evaluate your journey map to identify low and high points, failures to set expectations, unnecessary or too long steps, channel transitions, and moments of truth. Use this information to find opportunities for improving the journey.

  • Animated GIFs in Email Are Worse Than Static Emails

    On average, people have a more positive reaction to emails without animated GIFs compared to those with animated GIFs.

  • CX vs. UX

    Customer Experience (CX) and User Experience (UX) are two common terms that mostly mean the same thing, but have different connotations. Whatever your preferred term, it's important to consider design at 3 levels of experience.

  • Just-Right Personas: How to Choose the Scope of Your Personas

    Narrow- and broad-scope personas achieve different goals. Success depends on knowing the tradeoffs and structuring personas’ scope based on your end goal.

  • 10 Ways to Use Exit-Intent Popups to Improve UX

    Exit-intent popups can provide a good customer experience and offer benefits to users who are about to leave a website.

  • Good Customer Experience Demands Organizational Fluidity

    Old processes and technologies can keep established organizations from creating exceptional user experiences and achieving future growth.

  • Large Devices Preferred for Important Tasks

    Despite substantial improvements in mobile UX over the past decade, people still tend to do their most important online activities on larger screens.

  • Scenario Mapping for Design Exploration

    When you are in the early stages of designing a user experience flow, use scenario mapping to work out how different personas will use the proposed design to solve their tasks.