Blogs

Public officials don’t care much about what the general public thinks. Voting is the only way ordinary people can have a say in government. How much do you agree with those two statements? If the order in which those items were presented were switched, would it affect how you responded? While most UX and customer research doesn’t involve sensitive topics, does the order in which

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It was another busy year at MeasuringU. We posted 50 new articles, added new features to MUIQ—our UX testing platform, hosted our 6th UX Bootcamp, and released the book, Benchmarking the User Experience. We also moved into a bigger new space in Denver’s Cherry Creek neighborhood. It’s three times the size of our old space with state-of-the-art labs and we hosted UX Book Club this

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Need food fast? Hate standing in line to place an order? Restaurant delivery is growing rapidly. But delivery service providers such as Grubhub, Uber Eats, DoorDash, and Just Eat aren’t the only food services that will deliver right to your office or door and save you a trip to a crowded (and often unremarkable) experience. Several international restaurant chains have moved beyond providing only menus

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The one number you need to grow. That was the title of the 2003 HBR article by Fred Reichheld that introduced the Net Promoter Score as a way to measure customer loyalty. It’s a strong claim that a single attitudinal item can portend company success. And strong claims need strong evidence (or at least corroborating evidence). In an earlier article, I examined the original evidence

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The System Usability Scale (SUS) has been around for decades and is used by hundreds of organizations globally. The 10-item SUS questionnaire is a measure of a user’s perception of the usability of a “system,” which can be anything from software, hardware, websites, apps, or voice interfaces. The items are: I think that I would like to use this system frequently. I found the system

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The wide range of UX methods is one of the things that makes UX such an interesting field. Some methods have been around for decades (like usability testing), others are more recent additions, while some seem to be just slight variations on other existing methods. We’ve been tracking and analyzing the methods UX professionals report using for a few years by analyzing the results of the

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Buying and selling stocks has dramatically changed since the advent of the web. Online brokerages have made trades more accessible, faster, and dramatically cheaper for the retail investor. Prior to the web, it was common for a full-service broker to charge 2.5% for a stock trade. Now transactions are low-cost commodities with many trades costing less than $10 (or even free). But the ease of

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Our attitudes both reflect and affect our actions. What we think affects what we do and what we do affects what we think. It’s not a perfect relationship of course. What people say or think doesn’t always directly correspond to actions in easily predictable ways. Understanding and measuring user attitudes early and often can provide a good indication of likely future behaviors. Attitudes can be

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Businesses are full of metrics. Increasingly those metrics quantify the user experience (which is a good thing). Collecting consistent and standardized metrics allows organizations to better understand the current user experience of websites, software, and apps. It allows teams to track changes over time and compare to competitors and industry benchmarks. The idea of quantifying experiences is still new for many people, which is one

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