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5-Steps for Getting Started Measuring the Customer Experience

Most companies have more bug lists and requests for product features than they can realistically address. In an earlier post, I present ways to help you prioritize those features; now let’s figure out where to start. This post describes an approach that works in many situations, beginning with a survey of your customers or prospects,

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User Experience Salaries & Calculator (2014)

The results of the 2014 UXPA salary survey are in. This is the 4th UXPA survey I’ve crunched the numbers for and this year was just as interesting and showed similar patterns as 2011. The Results The survey is based on 1,235 responses from 50 countries, with 66% of the responses coming from the US.

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Assessing the Validity of Your Research

You often hear that research results are not “valid” or “reliable.” Like many scientific terms that have made it into our vernacular, these terms are often used interchangeably. In fact, validity and reliability have different meanings with different implications for researchers. Validity refers to how well the results of a study measure what they are

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Making Better Design Decisions with Data: 5 Examples

For some, the idea of involving users in design decisions conjures up images of interfaces being designed by focus groups. Steve Jobs is famous for saying that users don’t know what they want. And Henry Ford famously said, “If I had asked people what they wanted, they would have said faster horses.” Jobs and Ford

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What Does Statistically Significant Mean?

Statistically significant. It’s a phrase that’s packed with both meaning, and syllables. It’s hard to say and harder to understand. Yet it’s one of the most common phrases heard when dealing with quantitative methods. While the phrase statistically significant represents the result of a rational exercise with numbers, it has a way of evoking as

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Software Usability & Net Promoter Benchmarks for 2014

Many factors, including features and price, influence whether customers recommend software products. But usability consistently tops the list of key drivers of customer loyalty. Typically, usability accounts for between 30% and 60% of the “why” when customers do or don’t recommend products. A positive experience leads more customers to recommend a product. A negative experience,

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How Can You Measure UX without Observing Users?

The user puts the u in UX. What defines UX in general and usability in particular, is the observation of people interacting with products–software, hardware, and websites. For decades, UX professionals have worked to convince executives and product managers of the importance of involving users in the design and evaluation of product experiences. We stress

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6 Tips for Better Data Analysis

At our company, we collect and examine a lot of data from various studies: usability tests, branding studies, customer-segmentation analyses, and so on. While you always can’t control the quality of the responses, or the questions asked to participants, you can make the most with the data you receive by using these six techniques the

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8 Ways to Identify Unmet Customer Needs

Innovation can’t be legislated. It can’t be bought. Where does it come from? Innovation comes from identifying customers’ needs and meeting them. Easy to understand. Hard to do. Companies like Uber, Airbnb, and Intuit understand this–and they’re doing it. Uber’s success, for example, has come not from building new, better taxis but from seeing–and then

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The New Face of Usability Testing

How are you reading this page? Are you at work? At home? Are you checking your phone or email as you read? Are you eating? Are pets or family members nearby? Although we rarely interact with websites or software in isolation, without distractions, for decades when we spoke of usability testing, we pictured a quiet

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7 Techniques for Prioritizing Customer Requirements

Too much to do and too little time (and money). If you’re introducing or improving a product or website, you probably have an impossibly long list of features you’d like to fix, improve, or add. Prioritizing this list is essential to the success of your product and potentially business. But what’s the best way to

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How to Compute a Confidence Interval in 5 Easy Steps

Confidence intervals are your frenemies. They are one of the most useful statistical techniques you can apply to customer data. At the same time they can be perplexing and cumbersome. But confidence intervals provide an essential understanding of how much faith we can have in our sample estimates, from any sample size, from 2 to

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