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.
A cognitive walkthrough is a usability testing method where reviewers perform tasks from the user's perspective. The goal is to discern whether new users can complete tasks on an interface.
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.
Confirmation bias occurs in UX research when teams rely on results that support their ideas or hypotheses rather than thoroughly testing them. It also happens to be a common human tendency which can make it especially challenging for teams to identify.
Context of use analysis is about understanding and analyzing your users, their tasks, and how they intend to use your product in everyday situations.
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.
While customer experience (CX) is known as how a user feels about interacting with your brand or product, Customer Experience Narratives is a term coined by UserTesting to describe the user feedback entries received through the platform—as well as all the unique features that come with it. More than 80% of CxNs are completed within just a few hours, thanks to our contributor network.
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.
Cyber insurance protects companies from hackers and other people attempting to interfere with private, protected information. It helps protect against losses from data breaches or interferences with sensitive, personally identifiable information or personal health information.
Cybersecurity, sometimes referred to as information technology security, is how organizations protect their networked technologies, information, and customer data. This includes preventing data theft or corruption, as well as damage to the organization’s hardware, software, or disruption of services.