phantom DIGITAL UX solutions
Data collection
A large-scale usability testing method where thousands of users evaluate a product’s design, navigation, and performance. This approach helps identify usability issues, optimize user flows, and improve UI/UX for a better digital experience.
Net Promoter Score (NPS) is a customer loyalty and satisfaction metric that measures how likely customers are to recommend a product or service. It is calculated by subtracting the percentage of Detractors (0–6) from Promoters (9–10) on a 0–10 scale. A high NPS score signals strong brand advocacy, retention, and a positive customer experience, while a low score highlights areas for improvement.
Voice of the Customer (VoC) is the process of collecting and analyzing customer feedback, reviews, and preferences to understand their needs, expectations, and experiences. By leveraging VoC insights, businesses can enhance product development, service quality, and overall customer experience (CX), leading to higher satisfaction, retention, and brand loyalty.
User Satisfaction (USAT) is a key UX metric that measures how satisfied users are with a product, service, or system. Collected through user feedback, surveys, and interaction data, USAT scores help organizations identify pain points, enhance user experience (UX), and improve engagement and conversion rates.
User Engagement Score (UES) is a key UX performance metric that measures how actively and meaningfully users interact with a product, service, or platform. It evaluates usage frequency, session duration, interaction depth, and feature adoption, providing businesses with behavioral insights to optimize user experience (UX), retention, and digital engagement.
A mystery user in UX is an anonymous evaluator who tests a digital product, like a website or app, without informing the product team. This method allows the evaluator to experience the product naturally, uncovering usability issues, user journey gaps, and friction points that may be missed in controlled tests. Mystery user testing helps improve user experience by identifying real-world pain points.
Mystery online shopping involves hiring mystery shoppers to make online purchases as part of a quality assessment. These shoppers evaluate the entire e-commerce experience, including website usability, product descriptions, checkout process, payment security, delivery speed, and customer service. Their feedback helps businesses optimize their online shopping journey and improve customer satisfaction.
Mystery email assessment is a quality evaluation technique where a mystery shopper sends emails to a company to assess customer support response quality and speed. This process helps businesses measure email communication standards, ensuring clear, professional, and timely responses to customer inquiries, enhancing overall customer experience.
Mystery chat evaluation is a customer service assessment method where a mystery shopper interacts with a company’s live chat or chatbot to evaluate support quality. This approach helps businesses improve chat response time, clarity, problem resolution, and overall customer engagement, ensuring their digital support meets customer expectations.
Mystery lead time analysis is a mystery shopping method used to measure the time it takes for a company to complete key customer service processes such as order fulfillment, delivery, or response to inquiries. This assessment identifies delays, inefficiencies, and operational bottlenecks, enabling businesses to enhance service speed, reliability, and customer satisfaction.
Mystery Social is a method where a mystery shopper interacts with a company’s social media channels—such as commenting, messaging, or engaging with posts—to evaluate response time, tone, and engagement quality. This helps businesses assess their social media customer service, brand interactions, and overall digital engagement, ensuring consistent, prompt, and positive user experiences.
Mystery Pricing Intelligence is a competitive pricing analysis method where a mystery shopper monitors competitors’ prices, discounts, and promotions to gather real-time market insights. This strategy helps businesses optimize their pricing strategy, stay competitive, and adjust pricing based on market trends and customer perceptions.
Mystery Competitor Benchmarking uses mystery shoppers to evaluate competitors’ products, services, and customer experiences. By analyzing competitor strengths, weaknesses, and service quality, businesses can enhance their market positioning, customer satisfaction, and overall competitive strategy.
Design
User Journey Mapping (UJM) is the process of visually documenting and analyzing a user’s experience across various touchpoints with a product or service. It identifies key interactions, emotions, pain points, and opportunities for improvement, helping teams better understand user behavior and optimize the overall user experience.
User Journey Design (UJD) is the creation of a strategic, user-centered blueprint for guiding users through a seamless, engaging experience. It focuses on crafting intuitive paths that address user needs and business goals, ensuring a smooth, enjoyable journey that leads to high satisfaction and conversion rates.
A Usability Study is an evaluation method used to assess a product’s user-friendliness by observing real users as they interact with it. It helps identify issues related to navigation, functionality, and user satisfaction, providing actionable insights for improving design and ensuring a more effective user experience.
Action
Star Boost is a performance-driven initiative designed to elevate employee engagement and productivity. By incorporating targeted incentives, personalized rewards, and recognition strategies, it motivates teams to consistently deliver exceptional results. This program is ideal for organizations seeking to boost morale and foster a culture of high performance.
Incentive Program Design is the strategic process of developing customized reward systems that drive desired behaviors, such as increased sales or improved productivity. By aligning incentives with business goals, companies can motivate employees, enhance performance, and improve retention rates, ensuring that rewards are meaningful and impactful.
An Onsite Delivery Agent is a dedicated field professional responsible for ensuring the smooth and efficient delivery of services or products at client locations. They manage real-time logistics, provide on-site support, and ensure that customer expectations are met, playing a crucial role in enhancing customer experience and operational efficiency.
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Training
We will not teach you UX/UI Design. We will teach your team to work together more efficiently
A Trainer Lead is a professional responsible for delivering engaging and effective training programs, both onsite and online. They lead workshops, facilitate learning sessions, and ensure that employees gain the necessary skills and knowledge to perform at their best. Trainer Leads tailor their approach based on the learning environment and provide valuable feedback to enhance participant performance.
A Web-Lead (eLearning) is an expert in designing, managing, and optimizing digital training programs. They oversee the creation of interactive online content, ensuring that eLearning experiences are engaging, effective, and aligned with business goals. Web-Leads utilize various platforms and technologies to deliver scalable, accessible training solutions that promote continuous learning and development.
User (UX, UI) related:
User Experience Mindset refers to a focus on understanding and prioritizing the needs, behaviors, and emotions of users when designing products or services. This mindset ensures that user-centered design principles are applied throughout the entire development process, resulting in seamless and enjoyable user experiences.
User Journey Training (UJT) is a training program that helps individuals or teams understand how to map and optimize user journeys. It focuses on identifying key user touchpoints, emotions, and pain points to improve the overall user experience and design better customer interactions across different platforms.
User Journey RE Training (UJRT) is an online training program that revisits and refines the principles of user journey mapping and design. It focuses on retraining participants in understanding advanced techniques, ensuring they stay up-to-date with evolving user behaviors and best practices in journey optimization.
Influencing is the ability to affect or guide others’ decisions, behaviors, or opinions without using force or authority. It involves strong communication skills, emotional intelligence, and persuasive strategies that help create consensus and drive positive change in both professional and personal settings.
Complaint Handling is the process of addressing customer grievances in a professional and empathetic manner. It involves actively listening, identifying the root cause of the complaint, offering solutions, and ensuring that the customer feels valued and heard, leading to improved satisfaction and loyalty.
Resilience is the capacity to recover quickly from setbacks, adapt to challenges, and maintain a positive attitude under pressure. In the workplace, resilience helps individuals stay productive and focused, even during stressful or difficult situations.
Assertive Communication is the ability to express one’s thoughts, feelings, and needs clearly, confidently, and respectfully, without aggression or passivity. This type of communication promotes healthy relationships, reduces misunderstandings, and ensures that one’s rights and opinions are respected.
Fool-Proof Communication refers to clear and effective communication designed to avoid misunderstandings or errors. It involves simplifying messages, using precise language, and ensuring that key points are communicated in a way that is easy for everyone to understand and act upon.
Negotiation Skills are the ability to communicate effectively during discussions, reaching agreements that satisfy all parties involved. These skills include active listening, problem-solving, and finding common ground, ensuring that both sides benefit from the outcome.
Conflict Management involves identifying and addressing disputes in a constructive manner. By focusing on open communication, empathy, and problem-solving, conflict management helps to resolve disagreements and maintain positive working relationships.
Change Management is the structured approach to transitioning individuals, teams, and organizations from a current state to a desired future state. It involves preparing, supporting, and equipping employees to adapt to changes in processes, tools, or structures effectively.
Time Management is the practice of organizing and planning how to allocate time between specific tasks. By prioritizing activities, avoiding procrastination, and setting deadlines, individuals can increase efficiency and productivity while reducing stress.
Presentation Skills refer to the ability to effectively communicate ideas, information, and messages to an audience. These skills include organization, verbal and non-verbal communication, visual aids, and engaging delivery methods that ensure the audience remains focused and informed.
Team Typology is the study of different team roles and dynamics. Understanding team typology helps in identifying individual strengths, weaknesses, and preferred working styles, leading to better collaboration and improved overall team performance.
Stress Handling is the ability to manage and cope with stress in a healthy way. It involves recognizing stressors, developing coping mechanisms, and maintaining focus and productivity under pressure, leading to improved well-being and job performance.
Empowering refers to the process of giving individuals the confidence, resources, and authority to take control of their actions and decisions. It fosters autonomy, encourages personal growth, and promotes a proactive, motivated workforce.
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At PhantomUX we love hearing about pain points as they are real opportunities to make a difference. Our experts have years of industry knowledge to help overcome those challenges and set new standards in your industry, so you leave the competition far behind.
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