Benchmarking

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Booking a flight online involves more than selecting two cities and departure times. Airlines have given consumers many more choices when booking a flight. Do you want: Economy, basic economy, sub-basic economy? 2 bags, no bags, 1 carry on, no carry on? Board early, board late? Pick a seat, get assigned a seat? Each choice requires a decision and has a cost implication. In fact,

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It was another busy year at MeasuringU. We posted 50 new articles, added new features to MUIQ—our UX testing platform, hosted our 6th UX Bootcamp, and released the book, Benchmarking the User Experience. We also moved into a bigger new space in Denver’s Cherry Creek neighborhood. It’s three times the size of our old space with state-of-the-art labs and we hosted UX Book Club this

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Businesses are full of metrics. Increasingly those metrics quantify the user experience (which is a good thing). Collecting consistent and standardized metrics allows organizations to better understand the current user experience of websites, software, and apps. It allows teams to track changes over time and compare to competitors and industry benchmarks. The idea of quantifying experiences is still new for many people, which is one

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Being sure there’s enough money in your checking account to pay bills is stressful enough. The complexity of your banking website shouldn’t add to that stress. To compete for your business and reduce the cost of maintaining physical branches and staff, banks continue to offer more online features and improve the experiences on desktop and mobile. To understand the current state of the banking user

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A benchmark study tells you where a website, app, or product falls relative to some meaningful comparison. This comparison can be to an earlier version, the competition, or industry standard. Benchmark studies are often called summative evaluations as the emphasis is less on finding problems and more on quantitatively assessing the current experience. To quantify, you need metrics and UX benchmark studies can have quite

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In Benchmarking the User Experience, I write about the importance of a regular plan for quantifying the user experience of your websites, apps, or devices. This involves collecting metrics, usually at both task and study levels. But the point of benchmarking isn’t just to collect metrics to put on a dashboard, it’s to ultimately improve them. A common question we receive when conducting benchmark studies

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Where do you get your news? Do you think it’s objective? Do you trust it? Fewer people are relying on print (newspapers and magazines) and even TV for their news. Print subscriptions continue to decline and almost half of Americans report getting their news online, nearly the same as TV news. Despite the evolution of the news “interface” from print and TV to digital, many of

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This Valentine’s Day around $2 billion will be spent on flowers. A lot of that ordering will be online. Poor online experiences mean shoppers will abandon an order and go somewhere else, or not return when they need to purchase flowers again. Having a strong user experience will ensure customers can find the right arrangement, for the right price, and have the flowers delivered fresh

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Benchmarking is an essential part of a plan to systematically improve the user experience. A regular benchmark study is a great way to show how design improvements may or may not be improving the user experience of websites and products. After you’ve decided you’re ready to conduct a benchmark, you’ll need to consider whether to conduct it internally within your company or outsource all or

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