User journeys should be managed like products — by people and teams with specialized, journey-dedicated roles who continually research, measure, optimize, and orchestrate the experience.

It isn’t a mystery that a large part of delivering a highly successful user experience is understanding what the customer wants/needs along with the cognition that consequently gets customers thinking about what they want/need.

Refrain from opening new browser windows. [...] Carefully examine the user’s context, task at hand, and next steps when deciding whether to open links to documents and external sites in the same or a new browser tab."

Chunking is a concept where text and multimedia content is broken up into smaller chunks to help users process, understand, and remember it better.