Topics
Topics
The User Experience of Airline & Aggregator Websites
Most of us take to the skies for business or a vacation (some more frequently than others). And who hasn’t had a nightmare travel experience with delays, cancellations or getting bumped? While there is much written about the airline travel experience, a lot of time is also spent researching and purchasing those airline tickets online.
The Most Fundamental Concept in Usability
Usability is a lot of things. It’s about making interfaces easy to learn. It’s about preventing errors and reducing the time to get things done. It’s even about making an experience more satisfying and delightful. There are a number of methods to improve the usability of an interface. While it’s hard to identify one overarching
5 Tips For Conducting A Mobile Usability Test
As companies continue to focus on improving the usability of their mobile websites and applications, testing these interfaces can feel a lot like testing websites in 1996–lots of surprises, unfamiliar conventions, workarounds, and frustrations. While conducting a usability test on a mobile device shares a lot of the same characteristics as a desktop usability study,
10 Surprisingly Common But Painful User Experiences
Technology is the amazing result of humanity’s evolution from self-sufficient hunter-gathering societies to increasingly interconnected social organizations. The specialization of labor has freed-up spare time to invent, improve and inspire. We have all benefited from this evolution. Yet sometimes you feel like there’s no humanity in some of our online and offline experiences. Inspired by
7 Reasons Usability Problems Don’t Get Fixed
Ever wonder why you keep encountering the same usability problems on the websites and apps you use? Sure, many organizations don’t conduct usability tests on their products, but many do, what explains the persistence of such problems? Finding and fixing usability problems is one of the most effective ways for improving the user experience on
Retail Website Usability & Net Promoter Benchmarks
During the height of the 2013 Christmas shopping season we surveyed online shoppers for their attitudes about the user experience of 10 popular US retail websites. In conjunction with our panel partner, Op4G, we collected and analyzed the responses of 800 participants about factors such as usability, loyalty, trust and appearance using the Standardized User
6 Differences Between B2B and B2C Usability
I received the following email last week about an upcoming change in the learning management system used at the university where I’m an adjunct professor: “Blackboard, has grown to become an essential tool for teaching since it was first adopted in 2000. Over the past few years, however, users have become increasingly dissatisfied with Blackboard
10 Steps to Mapping the Customer Journey
Think about the last time you bought a new computer or rented a car. What were all the things that went well and what seemed like torture? What impact did that experience have on your likelihood to make a future purchase or recommend the product or company to a friend? Understanding the process people go
5 Questions to Answer Before Measuring Anything
We measure more than just usability. We work with clients to measure everything from delight, loyalty, brand affinity, luxury, quality and even love. While all of these concepts are related, they each measure slightly different aspects of the customer experience. Before measuring anything, especially a construct that’s not well defined or used in practice, we
Identifying the 3 Types of Missing Data
How concerned should you be with missing responses in your survey? One of the primary concerns with sampling in general is the issue of representativeness. That is, we don’t want to sample only happy customers or those who come from large companies instead of small companies if we’re trying to make the right decisions about
10 Essential User Experience Methods
UX researchers have developed many techniques over the years for testing and validating their ideas. Here are ten essential methods to learn and employ on your next project. We cover many of these in detail at our UX Bootcamp in Denver. Moderated In-Person Usability Testing: This fundamental technique is used by usability professionals for obtaining
Automated Lab Based Usability Testing
Facilitators in usability tests are highly variable. The results of many studies, including the well known Comparative Usability Evaluations (CUEs), have consistently shown that different usability facilitators are inconsistent in how they interact with participants in a usability lab, producing dissimilar results. What’s more, testing more than a few participants a day leads to facilitator