UX and NPS Benchmarks of Airline Websites (2022)

Air travel was one of the sectors most impacted by the pandemic. The summer of 2022 has seen air travel return to—or, in some cases, exceed—pre-pandemic levels. But the return to the skies has not been without turbulence. Shortages in staff and planes have resulted in a record number of delayed and canceled flights, making

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The Methods UX Professionals Use (2022)

The wide range of UX methods is one of the things that makes UX such an interesting field. Some methods, like usability testing, have been around for decades. Others are more recent additions, and some seem to be just slight variations on other existing methods. We’ve been tracking and analyzing the methods UX professionals reported

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UX and NPS Benchmarks of Real Estate Websites (2022)

Of the many industries impacted by the pandemic, residential real estate is certainly among the top few, along with short-term rentals, online meal/grocery delivery, hotels, and airline travel. Real estate websites offer a nearly real-time inventory of available properties for sale and rent. The popularity of these sites surged as waves of people sought to

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A Guide to Study-Based UX Metrics

For quantifying the user experience of a product, app, or experience, we recommend using a mix of study-level and task-based UX metrics. In an earlier article, we provided a comprehensive guide to task-based metrics. Tasks can be included as part of usability tests or UX benchmark studies. They involve having a representative set of users

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A New Statistical Approach for Predicting Usability Problems

In an earlier article, we described the most common methods for modeling the total number of unique usability problems uncovered in a usability test: the average problem occurrence (p), adjusted problem occurrence (adj-p), beta-binomial, and specific problem probabilities. While these methods provide reasonably accurate predictions of the total number of unique problems, there is still

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Why Collect Task- and Study-Level Metrics?

In Quantifying the User Experience, we recommend using a mix of task-level and study-level metrics, especially in benchmarking studies. But what, exactly, are task-level and study-level metrics, how do they differ, and why should you collect them both? In this article, we’ll explore this common practice of collecting both types of metrics to understand the

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Improving the Prediction of the Number of Usability Problems

Paraphrasing the statistician George Box, all models are wrong, some are useful, and some can be improved. In a recent article, we reviewed the most common way of modeling problem discovery, which is based on a straightforward application of the cumulative binomial probability formula: P(x≥1) = 1 – (1-p)n. Well, it’s straightforward if you like

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Is Usability Testing Effective?

Questioning the effectiveness of usability testing may sound like a relic from the past. In the early years of industrial usability engineering, there was a constant need to justify the activity of (and your job in) usability testing. The book Cost-Justifying Usability (Bias & Mayhew, 2005) speaks to this. Usability testing has since gained significant

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