Yes UX

Journey mapping...have you done it yet? Here are some interesting tools:

https://www.nngroup.com/articles/remote-customer-journey-mapping/

Remote Customer Journey Mapping Digital tools help distributed teams compile journey maps into digital formats, collaborate synchronously, and integrate external data in their journey maps.

Interesting. Not sure if I agree in every instance. Pure usability is a bit blue sky, sometimes....agree or disagreee? https://www.nngroup.com/articles/needy-design-patterns/?utm_source=Alertbox&utm_campaign=f2f3dd7819-Needy_Patterns_Edit_Saved_Cards_05_16_2016&utm_medium=email&utm_term=0_7f29a2b335-f2f3dd7819-23125225

Needy Design Patterns: Please-Don’t-Go Popups & Get-Back-to-Me Tabs These two overly demanding website design patterns aimed at driving engagement are in conflict with how people utilize browser tabs.