Smartphones are ubiquitous in modern life globally and in the US. Almost all Americans have smartphones (85%), with US sales expected to exceed 74 billion dollars. But people don’t just own them, they (we) use them—a lot! Average monthly data use worldwide is expected to increase from 19GB in 2023 to 46GB in 2028 (55GB
Buying clothing starts online for many people. Despite the impact of the COVID-19 pandemic—during which 27% of US consumers said they intended to spend less on fashion and luxury items—the fashion and clothing sector has persevered as the largest B2C e-commerce market. Statista reported that the online fashion market is growing about 9.1% each year.
The COVID pandemic led to a precipitate drop in restaurant dining, but statistics from the end of 2022 show that more people are dining out now than before the pandemic. While considering the growing demand for a limited number of seats in desirable restaurants, Ali Francis (2022) wrote, “The spontaneous dinner is an endangered activity.
For publicly traded companies, it’s not enough to be profitable—you must grow your profits. And growth is often driven by acquiring new customers while retaining existing ones. Much of the allure of the Net Promoter Score is its touted ability to be a leading indicator of growth or a harbinger of receding growth. This is
The worst of the pandemic may be over, but many changes remain, including our heavy use of meeting software. The last time we investigated the user experience of meeting software was at the beginning of the COVID pandemic, with our article published in April 2020. At that time, the usage of online meeting software had
From email to web browsing to learning a second language, consumer software affects many aspects of modern life. Research in information systems management has found that the fundamental UX metrics of perceived usability and perceived usefulness are key drivers of how likely it is that users will adopt new technology and recommend software. For example,
Are websites and products with a better user experience more profitable? If a user has a better experience, are they more likely to reuse, repurchase, and recommend the experience to others? While there is a strong interest in quantifying how a better user experience can impact the bottom line, there’s stubbornly little data to understand
In 2020–2021, lockdowns and limits on social gatherings during the global pandemic forced the cancellation of sporting events, concerts, theatrical performances, and more. Now, the live events industry has re-emerged even stronger than before, as fans are eager to return to their favorite venues and stadiums. Even though the average cost of tickets has increased
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
