What’s a good sushi restaurant in Denver? Is this auto repair shop reliable? What are the best hotels in Oahu that don’t cost a fortune? Most people, when asking questions about businesses—from travel and leisure to professional services—start online by reviewing one of the many informational websites. But even if these review websites are usable
The summer of 2022 has seen a significant rebound in both U.S. and international travel. Earlier this year, we benchmarked the airline website experience. But many travelers start at travel websites that aggregate airfare, hotels, rental cars, and experiences into one portal. In 2021, these websites generated some $11 billion in revenue (still below 2019
The pandemic had sudden and significant impacts on many industries, including grocery delivery, online meeting software, and vacation rentals. Understandably, people significantly increased their visits to news websites to understand the impacts of the virus and governments’ responses to it. Fake news and misinformation; fact-checkers who need fact-checkers: it’s become challenging to disentangle the biases
The food delivery market has been growing significantly over the past five years. That growth exploded in the United States from $17 billion in 2018 to $26 billion in 2020 (partly due to COVID-19). This market is highly competitive and has ultra-thin profit margins. Technologies such as route optimization enable faster and cheaper delivery, but
Fifteen minutes could save you 15%. Nationwide is on your side. You’re in good hands with Allstate. Auto insurance commercials are ubiquitous. It’s no wonder, considering the market. In 2020, the population of the United States was 331,000,000, and 230,000,000 Americans were licensed drivers. If you drive, you should have auto insurance. Until recently, most
We’ve all spent a lot of time at home this year. The pandemic has made already-popular video streaming services seem essential. The popularity makes sense given the relatively inexpensive subscription fees, the lack of long-term contracts, and the many channels of access (through websites, mobile apps, smart TVs), and there is a LOT of content
What affects customer loyalty more? Price, features, or usability? What are the key drivers of brand attitude? A key driver analysis (KDA) allows you to identify what features or aspects have the biggest impact on an outcome variable such as likelihood to recommend, brand attitudes, and UX quality. It’s one of the more powerful techniques
It is one of the most important questions to ask when measuring usability. Just how much does the process of measuring impact the metrics we collect? In measuring perceived usability of five popular websites, I found that a single difficult task lowered post-test usability scores by 8%. This was largely driven by users with the
