Customer Experience

The sum of all experiences an individual has with a company or its delivery channels during their journey. From handling and registering a complaint to ordering new products, these interactions are monitored and analyzed at every touchpoint by frontline employees, developers, designers, and product managers for improvement opportunities.

More terms you might want to know

AI File

An Adobe Illustrator vector format file. Files with the extension .ai are often used for artwork and illustrations as users can resize them without distortion. It is composed of several layers with objects and text on each layer. Users can import Illustrator files into many other programs like InDesign, Acrobat, Photoshop etc. If you design or print your t-shirts, you can create your designs in Illustrator and apply them to your t-shirt using a heat press.

Load More Scrolling

A design technique employed on websites and mobile apps that encourages users to scroll to view additional content.

Backslanted

A type of design that features the strokes running predominantly from the upper left to the lower right.

It can also be used in reference to a type of lettering, typically for advertisements, to be read in either direction. It is also used to help the reader navigate through and around the advertisement.

Zeigarnik Effect

A psychological phenomenon that states that people tend to remember unfinished or interrupted tasks better than completed tasks.

Small Caps

Small uppercase letters, generally about half as tall as regular uppercase letters.

Orphan

One or more words (typically at the end of a paragraph) that are separated from the rest of the text. Orphans are generally thought of as bad design, but it’s a matter of taste.

Monochrome

Designs that are created in one colour. It can be any colour, but the whole design will range from light to darker shades. As the name implies, it is typically a single hue, with black and white also being typical combinations for this type of design.

Baseline

An imaginary line on which most letters "sit". As such, it equals the height of an em square. The expected result of a baseline is to reference the height with which text is aligned. The alignment ranges from ascenders, which are the upper strokes in b, d, and h, down to descenders like j or y.

Legibility

How well or poorly something can be read.

Brutalism

A style of architecture and design that was popular in the 1960s and 1970s. Brutalist buildings are typically characterised by durability, simplicity, and an emphasis on form following function. Brutalism is not a single style but an umbrella term for architecture with a stark and futuristic look.

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