From Forbes: How Self-Service Can Become More Human
August 9, 2017
What role does user interface (UI) and user experience(UX) play? Everything I just described would not be possible without a well-designed UI and a thoughtful approach to UX. When creating a self-service experience, you should always start with discovery, then move to design and development. There are two important things UI/UX architects should do in the beginning: define a few personas and create journey maps.