Measuring UX: From the UMUX-Lite to the UX-Lite

For the past few years, we’ve written extensively about our research and usage of the UMUX-Lite. That research has followed the increase in popularity of this compact questionnaire. From its initial publication in 2013, the UMUX-Lite (Usability Metric for User Experience—Lite Version) has become an increasingly popular measure of perceived usability. Figure 1 shows the

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UX and Net Promoter Benchmarks of Drugstore Websites

Drugstores seem to be on every city corner. They are a blend of convenience store, retailer, and pharmacy. Drugstores are a type of mass merchant enterprise, but they fit in a smaller box than their big-box counterparts. According to Kentley Insights, the total 2020 drugstore revenue in the United States was $312.1 billion. Additionally, e-commerce

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Replicating Assessments of Two UMUX-Lite Usefulness Alternates

The original wording of the UMUX-Lite Perceived Usefulness item is “{Product}’s capabilities meet my requirements.” Since we started using the UMUX-Lite in our practice, we’ve had numerous clients ask whether it would be possible to simplify the wording of this item to more closely match the simplicity of the UMUX-Lite Perceived Ease item, “{Product} is

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UX and Net Promoter Benchmarks of Mass Merchant Websites

With the COVID-19 pandemic’s effect on consumer shopping behavior (e.g., increased online shopping for delivery or contactless pickup), mass merchant revenues rose dramatically in 2020 and the first part of 2021. For example, Target reported a $15B sales growth in 2020, higher than its total sales growth over the past 11 years. For another example,

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Campbell’s Law and the Net Promoter Score

To make better decisions, you need data. That’s become a truism. But can the process of using the data lead to bad outcomes? It seems like a hypothetical question, but it doesn’t take long to find a few key metrics that, when tracked, can lead to unwanted outcomes: On-time departures: On-time flight departures for airlines

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The UMUX-Lite Usefulness Item: Assessing a “Useful” Alternate

When Kraig Finstad (2010) developed the Usability Metric for User Experience (UMUX), his goal was to replace the ten-item System Usability Scale (SUS, a popular measure of perceived usability) with a shorter questionnaire that would (1) correlate highly with the SUS and (2) have item content related to the ISO 9241 Part 11 international standard,

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The Anatomy of a Survey Question

We’ve written extensively about question types, the elements of good and bad writing, why people forget, and common problems with survey questions. But how do you get started writing questions? Few professionals we know have taken a formal course in survey development and instead rely on their experiences or best practices. Despite being called questions,

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A Decision Tree for Picking the Right Type of Survey Question

Crafting survey questions involves thinking first about the content and then about the format (form follows function). Earlier, we categorized survey questions into four content types (attribute, behavior, ability, or sentiment) and four format classes (open-ended, closed-ended static, closed-ended dynamic, or task-based). As with any taxonomy, there are several ways to categorize response options (e.g.,

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Statistical Hypothesis Testing: What Can Go Wrong?

Making decisions with data inevitably means working with statistics and one of its most common frameworks: Null Hypothesis Significance Testing (NHST). Hypothesis testing can be confusing (and controversial), so in an earlier article we introduced the core framework of statistical hypothesis testing in four steps: Define the null hypothesis (H0). This is the hypothesis that

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Classifying Survey Questions into Four Content Types

In architecture, form follows function. In survey design, question format follows content. Earlier we described four classes of survey questions. These four classes are about the form, or format, of the question (e.g., open- vs. closed-ended). But before you can decide effectively on the format, you need to choose the content of the question and

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