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Articles on UX, CX and Experience Design

Analysis and working tools from the Then network of experts, along with insights from our editorial team.

Fosca Cordidonne
Fosca Cordidonne

Digital accessibility: designing for the users of tomorrow

Beyond WCAG: designing for older users, assistive technologies and real needs.
Andrea Lucchesi
· Co-Founder & Strategist

Omnichannel CX: myth or reality?

Why almost all omnichannel strategies fail, and what sets the ones that work apart.
Andrea Lucchesi
· Co-Founder & Strategist

Future of Work: how Employee Experience is changing

Hybrid work, AI and new models: how people's experience at the company is changing.
Andrea Lucchesi
· Co-Founder & Strategist

Customer Experience Management: listening, data, relationships

Listening, data and relationships: how to govern the experience to reduce churn and increase revenue.

The first Monday of the month

News from the network, articles, resources and the word of the month. One email, then nothing until next month.

All articles

Article categories
Strategy and Business

What designers really struggle with on product teams

It is not design that fails, but organizational alignment: what really blocks teams.
Accessibility

Digital accessibility: designing for the users of tomorrow

Beyond WCAG: designing for older users, assistive technologies and real needs.
Strategy and Business

Brand guidelines: what they are and how to really create them

Not a visual manual, but an experiential system that generates consistency and trust.
Accessibility

WCAG: how the web accessibility guidelines work

The W3C standard explained: the four principles, the conformance levels and the UX impact.
UX and UI Design

Product designer: what they do and why it is essential

The role that brings together research, strategy and interface in building digital products.
UX and UI Design

Design Patterns: what they are and when to use them

Not shortcuts to copy: when a pattern helps the user and when it gets in the way.
Service Design

Service Economy: why has experience become central?

Why value is no longer in the product, but in the quality of the service experienced.
Research

UX metrics: how to measure User Experience

Which metrics really matter and how to link them to design and business decisions.
Research

Research Ops: what it is and why it is essential today

How to make user research scalable, shared and truly useful for decisions.
Customer Experience

Omnichannel CX: myth or reality?

Why almost all omnichannel strategies fail, and what sets the ones that work apart.
UX and UI Design

User Journey vs User Flow: what is the real difference?

Two different tools: one guides strategic vision, the other operational design.
UX and UI Design

User Centered Design: how to truly design for people

Beyond the buzzword: the principles that change the way design decisions are made.
Strategy and Business

Product discovery: how to understand what to really build

Reducing uncertainty before building: hypotheses, evidence and decisions in the discovery process.
Research

User research: how to truly understand users and needs?

Qualitative and quantitative research together: how to turn insights into design decisions.
Research

Data Driven UX: how to design data-based experiences?

How to use quantitative and qualitative data without replacing design judgment.
UX and UI Design

Content Strategy UX: how to design useful content

Content as a cognitive interface: meaning, information architecture and microcopy at critical moments.
UX and UI Design

Design Ops: how to make design scalable and consistent

People, process and technology: the three pillars for growing design without losing consistency.
Customer Experience

Customer Success and CX: how to increase retention

How to bring Customer Success and CX together to increase retention and value over time.
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