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Usability. Last month, I talked to Amazon customer service about my malfunctioning Kindle, and it was great. Thirty seconds after putting in a service request on Amazon’s website, my phone rang, and the woman on the other end--let’s call her Barbara--greeted me by name and said, "I understand that you have a problem with your Kindle.
Usability. Technology and innovative design have made many products and services more predictable and efficient, the two lower levels of Different's 7 Essentials of Customer Experience. Convenience, the next essential of customer experience, is a critical factor in determining how customers make decisions about what to buy, what services to use, where to go, and with whom to engage. Conventional wisdom says that convenience is a factor of time and effort.
Usability. Yesterday’s tweet from Chris Dixon, a well known investor and founder of Hunch, caught our eye: "Desingineer" -> mythical person startups are looking for who can do UI, UX and also excellent front- and back-end coding. ^TS— chris dixon (@cdixon) December 19, 2011 In the past few years people have started paying an insane amount of attention to “great design and usability of products.
Usability. The keynote presentation I gave the CHI Sparks 2011 conference on June 23 in Arnhem (The Netherlands) is now available online through the conference's proceedings page. The presentation is entitled 'User-Centered Design - A Reality Check'. In it I discuss the primary mechanisms of barriers and enablers for usability in practice, as identified through my PhD research.
Usability. If you ask independent usability evaluators to run a usability test and report the problems found you'll get largely different lists of problems. While there are many causes for the differences, one major reason is that evaluators disagree on what constitutes a problem. Usability is often at odds with security and business interests—what's best for the user may not be the best for the organization.
Usability. Probably the most painful experience I have on a regular basis in my professional life is watching usability studies. Last year I became a big fan of UserTesting. com for conducting remote, unmoderated usability studies. In my experience, it’s been ridiculously fast, highly informative, and very inexpensive.
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