Who are your users and what are they doing? Measuring the user experience starts with understanding who your users are and what tasks they are trying to accomplish on your website. It’s one of the first things we’ll cover at the UX Boot Camp. Visitor profile and intent are not something you can derive easily
You don’t need to be a mathematician to quantify the problems and improvements in user interfaces. Often the most compelling metrics are simple to compute and require no more than arithmetic and basic algebra. While most of us were exposed to these concepts in 8th and 9th grade, they are easy to forget and probably
This week I was invited to share my thoughts on challenges and insights into measuring the customer and user experience during a live chat on Twitter hosted by the folks at Vivisimo. We had 904 tweets which generated 2,304,670 impressions, reaching an audience of 311,413 followers. Here’s a bit of what we discussed. Isn’t revenue
If you can’t measure the customer experience, you can’t manage it. Improving the customer experience starts with measuring. But you’ve got to be sure you’re getting the right measure (or usually measures) to manage. The right measure will: identify problem areas track improvements over time be meaningful to the customer The wrong measure can: identify
A lot of effort goes into simplifying interactions, reducing bugs and enhancing features. While these changes may be obvious to some, they can be taken for granted by others (especially those in charge of budgets). It is valuable to document both the effort that goes into improving the user experience and the result of all
Are attitudes about usability constant? If we think something is unusable today, will we think it’s unusable tomorrow, next week or next year? How much does prior experience affect how usable we think a websites or software is? Enough to pay attention to. In a recent assessment, prior experience boosted usability ratings 11% for websites
The short answer is no. Whether free or paid, use software, and you have to agree to pages of legalese. So-called End User License Agreements or “EULAs” are ubiquitous. They are so common, in software and on the web, that many users ignore them and blindly click “Agree” without understanding what they’re agreeing to. While
