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.
Think of a case study as a way to tell the story of your UX design or research project. In it, you’ll highlight the process you took to address a specific challenge you were solving for your users and customers as well as the resulting outcomes.
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.