Evaluating NPS Confidence Intervals with Real-World Data

The Net Promoter Score (NPS) is a popular business metric used to track customer loyalty. It uses a single likelihood-to-recommend (LTR) question (“How likely is it that you will recommend our company to a friend or colleague?”) with 11 scale steps from 0 (Not at all likely) to 10 (Extremely likely). In NPS terminology, respondents

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Should You Love the HEART Framework?

UX has no shortage of models, methods, frameworks, or even catchy acronyms. SUS, TAM, ISO 9241, and SUPR-Q to name a few. A relatively new addition is the HEART framework, derived by a team of researchers at Google. And when Google does something, others often follow. HEART (Happiness, Engagement, Adoption, Retention, and Task Success) is

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Why Do People Call Customer Service?

The hold music. The wait time. The menu that always seems to have just changed. Calling customer service is not usually what people want to do in their spare time. But it’s often necessary and represents an important touchpoint for companies that interact with their customers. Understanding why people call customer support is also a

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Why You Should Measure UX Attitudes

Watching how people interact with an interface tells you a lot about what works and what needs improvement. And while observing behavior is essential for understanding the user experience, it’s not enough. Just because a product does what it should, is priced right, and is reliable, doesn’t mean it provides a good user experience. Users

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User Experience Salaries & Calculator (2018)

User Experience Salaries & Calculator (2018)

Each year we lend our analytical skills to the UXPA to help the UX community understand the latest compensation, skills, and composition of the UX profession. We helped collect, analyze, and interpret the salary and related skills of UX professionals from around the world. The details are available on the UXPA website. Here are the

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The User Experience of US Government Websites_Washington DC

The User Experience of U.S. Government Websites

What forms do I need to file my taxes this year? How much is a National Park Pass? How do I renew my passport? Federal government websites are helpful for a wide variety of activities, from mailing a package to booking a camping site to filing taxes. Many federal branches have begun to computerize their

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The User Experience of University Websites

What are the admission requirements? What courses are available this semester? How much exactly does it cost to attend? Where do I park for the football game? University websites are the information hubs for prospective and current students, parents, and faculty, who usually come to the site with a specific goal in mind. With such

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The User Experience of State Government Websites

The User Experience of State Government Websites

Do you like standing in line at the DMV? How do you register a new business? Who is your state representative in Congress? Over the last decade, many US states have begun to digitize a lot of their services. This results (hopefully) in less standing in line, less time waiting on hold, and fewer people

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6 Practical Tips for Testing Prototypes

Prototypes are an effective method for incorporating early and frequent user feedback into the design process. Even low-fidelity prototypes have been found to be good predictors of usability problems and perceptions of ease compared to fully functioning products. We test client prototypes just about every week here at MeasuringU using our research platform MUIQ. They

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Advice for Getting Into UX

User Experience is a fast growing and popular field. It’s been listed as one of the best professions offering some of the best jobs. It’s not surprising then that people are interested in learning how to both get into the field and advance their career within it. I spoke with a few attendees at the

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