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Articles

Kate Kaplan

Kate Kaplan is Insights Architect at Nielsen Norman Group. She specializes in the application of human-centered design and research practices to enterprise UX challenges.

Prior to joining NN/g, Kate was VP of Strategy at the digital marketing agency Centerline Digital, where she led a cross-disciplinary team of UX designers, content strategists and digital marketers in solving complex problems for high-technology B2B organizations, such as IBM, GE and National Instruments.

@katewkaplan

Articles and Videos

  • How to Create a UX Workshop Agenda

    UX workshops can drive projects forward and build consensus, but are only a valuable use of time when the agenda is defined from the goals you want to achieve. Here's a 3-step process for designing a useful workshop agenda in UX projects.

  • DesignOps 101

    DesignOps (Design Operations) is a system for amplifying user experience design's value and impact at scale.

  • DesignOps 101

    The practice of Design Operations focuses on processes and measures that support designers in creating consistent, quality designs.

  • How to Conduct Research for Customer Journey Mapping

    When conducting research for customer-journey maps, use qualitative methods that allow direct interaction with or observation of users, such as interviews, field studies, and diary studies.

  • The Science of Silence: Intentional Silence as a Moderation Technique

    Keeping quiet is a powerful moderation technique for user interviews, usability testing, and workshop facilitation. Well-timed, deliberate periods of silence elicit thoughtful, accurate responses and insights, and build trust with participants.

  • Journey Mapping: 9 Frequently Asked Questions

    Journey maps are useful for building common ground in an organization, but practitioners often have questions and misunderstandings about their scope and how to create them.

  • How to Conduct Research for Customer Journey-Mapping

    When conducting research for customer-journey maps, use qualitative methods that allow direct interaction with or observation of users, such as interviews, field studies, and diary studies.

  • Facilitating an Effective Design Studio Workshop

    Design studios are UX workshops that combine ideation and design critique with idea prioritization and help teams collaborate and feel invested in the project.

  • How to Prioritize Ideas from UX Brainstorming Sessions

    Use ranking techniques to help turn workshop ideas into concrete action plans.

  • The 5 Steps of Successful Customer Journey Mapping

    Five key steps comprise a standardized framework for customer journey mapping that can be scaled to any scope or timeline.