Benchmarking

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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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As the world continues to go mobile, there’s a huge demand for both mobile devices and cellular plans from mobile carriers. A lot of that buying happens online. Having a good online experience for wireless carriers ensures customers select the right device and plan. If customers can’t find the right device or have questions about the already complicated plans, they need to visit a store,

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Benchmarking is an essential step in making quantitative improvements to the user experience of a website, app, or product. In an earlier article and course, I discussed the benefits of regularly benchmarking and it's the topic of my forthcoming book. While technology platforms like MUIQ have made unmoderated benchmarks popular, moderated benchmarks are still essential for benchmarking physical products, and desktop and enterprise software. It

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UX benchmarking is an effective method for understanding how people use and think about an interface, whether it’s for a website, software, or mobile app. Benchmarking becomes an essential part of a plan to systematically improve the user experience. A lot is involved in conducting an effective benchmark. I’m covering many of the details in a 4-week course sponsored by the UXPA this October 2017.

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Most of the millions of hotel bookings made each year are done online. Despite the proliferation of hotel aggregator websites like Expedia and Trivago, most people book directly on the hotel websites. With such a high concentration of travelers booking directly on hotel websites, having a good user experience is a differentiator. If travelers can’t find needed information about a hotel or room, can’t make

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When I started systematically measuring website usability over 10 years ago I started with the SUS as a key metric. The System Usability Scale (SUS) was the natural questionnaire to start with. It was then, as it is now, a popular 10-item questionnaire to measure the perceived usability of interfaces. It’s been around for over 30 years and because of the wording of the items

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