All Blogs

What makes a UX practice “mature?,” how do we measure UX maturity, and does maturity really matter? In an earlier article, we discussed the history and challenges of assessing the UX maturity of companies and departments within large organizations. Existing models of maturity generally consist of different stages, with maturity progressing from unrecognized or ad hoc to institutionalized (for example, Nielsen's steps). The models also

Read More

User Experience improvements don’t just happen. You need to have the right people in the right positions to help make a better experience. It would be easy of course if you could just hire as many people as you want. Unless you’re Facebook or Google, that’s probably not an option. Instead, UX teams need to justify requests for headcounts. One way to justify and gauge

Read More

When I started systematically measuring website usability over 10 years ago I started with the SUS as a key metric. The System Usability Scale (SUS) was the natural questionnaire to start with. It was then, as it is now, a popular 10-item questionnaire to measure the perceived usability of interfaces. It’s been around for over 30 years and because of the wording of the items

Read More

Positive word of mouth is a critical driver of future growth for consumer software products. Along with features and capabilities, user experience is a key determinant of how likely users adopt new technology and recommend software. We’ve found that usability accounts for between 30% and 60% of the variation in Net Promoter Scores. A positive experience leads customers to recommend a product. A negative experience,

Read More

User Experience is a fast growing and popular field. It’s been listed as one of the best professions offering some of the best jobs. It’s not surprising then that people are interested in learning how to both get into the field and advance their career within it. I spoke with a few attendees at the UXPA annual conference in Toronto who were new to the

Read More

In the era of big data, the issue is less about not having enough data, but about deriving enough meaning from the data you have. Techniques and tools that help quickly identify patterns and insights to help improve user experiences are becoming increasingly important. For years we have helped companies benchmark the overall website user experience with the SUPR-Q and granular task experiences using metrics

Read More

Understanding who your users are and what they think about an experience is an essential step for measuring and improving the user experience. Part of understanding your users is understanding how they are similar and different with respect to demographics, psychographics, and behaviors. These groupings are often called clusters or segments to refer to the shared characteristics within each group. Clusters play an important role

Read More

Despite the attention consumer-based mobile apps, websites, and software get, a lot of the world depends on business software. Business software supports core functions for organizations such as productivity tasks, communication, accounting, and sales. Along with features and capabilities, the user experience of software is a key determinant of how likely users adopt new technology and recommend the product. Benchmarking is an essential step in

Read More

Personas are a staple of UX research. Some 70% of practitioners report using them. Persona creation is typically a qualitative process using a small sample size. Researchers conduct in-depth interviews and observations with small samples of participants (usually 5-20 people) in order to derive a rich and comprehensive profile of individuals that use, or could use, a product or service. Personas get names, faces, and

Read More

Management often gets blamed for not appreciating or understanding the importance of UX. While managers can’t be expected to fully grasp all details of UX research and design, if they (or you) are going to effectively manage the efforts, you should know best how to measure them. Here are ten key concepts for managing and measuring UX. 1. Adopt a measurement plan. A good UX

Read More