Customer Experience

Browse Content by Topic

UX ( 73 )
Methods ( 62 )
Usability Testing ( 53 )
Statistics ( 51 )
Survey ( 37 )
Benchmarking ( 32 )
NPS ( 32 )
Usability ( 32 )
Customer Experience ( 30 )
User Research ( 28 )
SUS ( 27 )
Rating Scale ( 22 )
Net Promoter Score ( 21 )
Sample Size ( 20 )
Usability Problems ( 17 )
Metrics ( 17 )
Measurement ( 15 )
User Experience ( 14 )
Validity ( 14 )
Questionnaires ( 13 )
Satisfaction ( 13 )
Usability Metrics ( 13 )
Surveys ( 13 )
SUPRQ ( 12 )
Rating Scales ( 12 )
Qualitative ( 11 )
Navigation ( 10 )
Market Research ( 9 )
Reliability ( 9 )
SUPR-Q ( 9 )
Task Time ( 8 )
Heuristic Evaluation ( 8 )
UX Metrics ( 8 )
Questionnaire ( 7 )
Task Completion ( 7 )
UMUX-lite ( 6 )
Research ( 6 )
Mobile ( 6 )
SEQ ( 6 )
Mobile Usability Testing ( 6 )
Analytics ( 6 )
Six Sigma ( 5 )
Usability Problem ( 5 )
Unmoderated Research ( 5 )
Visualizing Data ( 5 )
Task Times ( 4 )
Confidence ( 4 )
Confidence Intervals ( 4 )
Expert Review ( 4 )
Credibility ( 4 )
Loyalty ( 4 )
Moderation ( 4 )
UX Maturity ( 4 )
Quantitative ( 4 )
UX Methods ( 4 )
Desirability ( 3 )
PURE ( 3 )
Lean UX ( 3 )
Usability Lab ( 3 )
ROI ( 3 )
Card Sorting ( 3 )
Customer Segmentation ( 3 )
Task Metrics ( 3 )
IA ( 2 )
Branding ( 2 )
Tree Testing ( 2 )
Correlation ( 2 )
Tasks ( 2 )
UX Salary Survey ( 2 )
PhD ( 2 )
Key Driver ( 2 )
Prototype ( 2 )
Eye-Tracking ( 2 )
A/B Testing ( 2 )
Salary Survey ( 2 )
Data ( 2 )
Variables ( 2 )
Excel ( 2 )
TAM ( 2 )
Remote Usability Testing ( 2 )
Marketing ( 2 )
Personas ( 2 )
Focus Groups ( 2 )
Findability ( 2 )
KLM ( 2 )
SUM ( 2 )
Summative ( 2 )
Cognitive Walkthrough ( 2 )
Mobile Usability ( 1 )
Contextual Inquiry ( 1 )
Information Architecture ( 1 )
Conjoint Analysis ( 1 )
Site Analytics ( 1 )
Test Metrics ( 1 )
Problem Severity ( 1 )
Desktop ( 1 )
Task Randomization ( 1 )
Expectations ( 1 )
Margin of Error ( 1 )
Competitive ( 1 )
Quality ( 1 )
Design ( 1 )
Microsoft Desirability Toolkit ( 1 )
LTR ( 1 )
Voice Interaction ( 1 )
meCUE2.0 ( 1 )
AttrakDiff2 ( 1 )
UEQ ( 1 )
PSSUQ ( 1 )
CSUQ ( 1 )
moderated ( 1 )
Moderating ( 1 )
NSAT ( 1 )
Customer effort ( 1 )
Delight ( 1 )
Hedonic usability ( 1 )
CUE ( 1 )
consumer software ( 1 )
b2b software ( 1 )
Likert ( 1 )
User-Centred Design ( 1 )
Design Thinking ( 1 )
Meeting software ( 1 )
Cumulative Graphs ( 1 )
RITE ( 1 )
Formative testing ( 1 )
MUSiC ( 1 )
ISO ( 1 )
History of usability ( 1 )
Metric ( 1 )
protoype ( 1 )
Top Task Analysis ( 1 )
Sample Sizes ( 1 )
True Intent ( 1 )
Visual Appeal ( 1 )
Errors ( 1 )
Unmoderated ( 1 )
Effect Size ( 1 )
Software ( 1 )
Ordinal ( 1 )
Segmentation ( 1 )
Persona ( 1 )
User Testing ( 1 )
Trust ( 1 )
Formative ( 1 )
Affinity ( 1 )
Z-Score ( 1 )
Task Completin ( 1 )
Certification ( 1 )
Facilitation ( 1 )
Performance ( 1 )
Perceptions ( 1 )
Random ( 1 )
Think Aloud ( 1 )
Crowdsourcing ( 1 )
Sample ( 1 )
Five ( 1 )
Regression Analysis ( 1 )
Technology is the amazing result of humanity's evolution from self-sufficient hunter-gathering societies to increasingly interconnected social organizations. The specialization of labor has freed-up spare time to invent, improve and inspire. We have all benefited from this evolution. Yet sometimes you feel like there's no humanity in some of our online and offline experiences. Inspired by some more general frustrations, we've quantified 10 surprisingly common but

Read More

Think about the last time you bought a new computer or rented a car. What were all the things that went well and what seemed like torture? What impact did that experience have on your likelihood to make a future purchase or recommend the product or company to a friend? Understanding the process people go through when engaging with a service or product provides a

Read More

We measure more than just usability. We work with clients to measure everything from delight, loyalty, brand affinity, luxury, quality and even love. While all of these concepts are related, they each measure slightly different aspects of the customer experience. Before measuring anything, especially a construct that's not well defined or used in practice, we answer these five questions. 1.    How is this being measured

Read More

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 from Google Analytics or log files. These sources provide an

Read More

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 didn't seem applicable when not learned in context. Here are

Read More

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 the ultimate metric to track? The ultimate business metric is

Read More

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 wrong areas of focus miss problems all together lead to

Read More

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 that effort. You'll want to measure the interface before and

Read More

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 and consumer software. But the effect of experience paled in

Read More

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 you probably suspect very few users read the agreement, have

Read More