About the author

Jennifer DeRome

Jennifer is a Senior Content Strategist for UserTesting. When she's not dreaming up new ways to connect with audiences, you can find her traveling around the world or enjoying a glass of wine with friends.

All works by Jennifer DeRome

Why great CX begins with a stellar employee experience

When we talk about experiences, most of us are probably referring to your customers...

Why designing for delight doesn't always work

“Delight” is a word we hear often when talking about customer experience and with...

5 tips to make your content easier to read

Have you ever tried comprehending a dense article while reading on a crowded bus...

How storytelling brings experiences to life

From childhood, people are naturally drawn to stories. They connect us with the world...

Can AI help digital experiences feel more human?

Whenever we hear the words “artificial intelligence” it’s hard not to imagine a dystopian...

What’s in your wallet? How to improve digital payment experiences

What’s in your wallet? If you’re like many Americans, there probably isn’t a lot...

How to build empathy and connect with customers through microcopy

When we think about great customer experience, it’s easy to get caught up with...

The empathy gap in self-service kiosk experiences

If you’ve traveled by air, used an ATM, indulged in some fast food, visited...

Designing for digital natives: Are you ready for Generation Z?

For years now, it seemed like you couldn’t go a day or two without...

Human understanding. Human experiences.