Glossary

A repository of acronyms, jargon, and useful words for product and customer teams

C

Card sorting is a qualitative research method used to group, label, and describe information more effectively, based on feedback from customers or users.
Concept testing is a method of research that involves getting feedback from your customers or target audience to validate a concept before bringing it to market.
Customer empathy is focused around gaining a richer understanding of your customers—who they are, what their lives are like, how they manage their work and personal lives, and what motivates them.
There are many different definitions for CX, but at its core, it all comes down to how a person feels about the experience of interacting with your brand. Great CX is about providing a valuable, easy-to-use, and enjoyable experience to every customer, on every device, across every touchpoint—in a way that fulfills on the expectations that you set and the promises you made.
Customer insights are an interpretation of trends in human behaviors which aims to uncover the underlying preferences, frustrations, and motivations of a consumer to increase the effectiveness and relevance of a product or service.

E

In general, the empathy gap refers to the idea of not being able to relate to the emotions, needs, and feelings of others because they’re naturally experiencing the world around them differently than you are. In business, this refers to the gap between the experience organizations feel they’re providing versus how customers actually feel about those experiences.

F

The false consensus effect is the phenomenon and tendency to overestimate the degree to which other people will agree with you, think like you, and behave like you.

H

Human insight is the process of understanding your customer by listening and observing with empathy. It offers a valuable new understanding of your customer that results from listening and observing with empathy and can be used to connect the dots between what they think, feel, say, and do. It provides the "why" context that gives organizations the ability to understand customer needs and rethink ways to better serve them.

M

Mobile testing is the process by which mobile apps and digital experiences (like websites and ecommerce) are tested for relevance, functionality, usability, and consistency.

P

Product management is the intersection of business, technology, and UX to strategically drive the vision, development, market launch, and continual support and improvement of an organization’s products.

R

Remote focus groups, or group interviews, are similar to traditional in-person focus groups, however, they’re conducted remotely via video conferencing.
Remote usability testing is a method of remote research that uses an insight platform to record the screen (and voice, depending on the software you choose) of test participants as they interact with your product or experience in their natural environment—at home, in their office, or a specific location.

T

Thick data, a term originally coined by Tricia Wang, is qualitative data (like observations, feelings, and reactions) that provides insights into consumers’ everyday emotional lives. Big data is quantitative data sets (collected at an extremely large scale) that may reveal patterns and trends relating to human behavior.
A research method used to help you understand where people get lost finding content or information on your website.

U

User experience is how you feel about every interaction you have with what's in front of you in the moment you're using it.
UX research is the practice of studying user interactions to help with the design of people-first products and experiences.
A user research education program is an education program within an organization that strives to educate more individuals within the organization about customer research and testing to help build awareness, knowledge, and skills so human insight can scale across the organization.
UX design is the process of designing (digital or physical) products that are useful, easy to use, and delightful to interact with. It’s about enhancing the experience that people have while interacting with your product, and making sure they find value in what you’re providing.