UX Is Everywhere, Even in User Research

User experience surrounds us. It’s built into every communication, physical and digital product, and environment — whether we plan for it or not. It’s even built into less visible and less obvious interactions. UX is everywhere. As a UX researcher, I come in regular contact with my clients’ customers. I see and hear their frustrations, … Continue reading “UX Is Everywhere, Even in User Research”

Why Steve Jobs + Henry Ford Are Wrong

Whenever I hear someone (mistakenly) attribute Henry Ford to the quote “If I had asked people what they wanted, they would’ve said faster horses” or perpetuate Steve Job’s “Never rely on market research” ideology — it makes me sad. Just because these quotes are famous, it doesn’t make them true. User researchers do not ask people … Continue reading “Why Steve Jobs + Henry Ford Are Wrong”

The Pros + Cons of Using Google Docs for Diary Studies

To uncover deeper and more nuanced customer insights, one of my go-to research methods is the diary study. When conducting a usability study, phone interview, or online survey, I can only capture a specific point in time in the participant’s life. Alternatively, a diary study captures a richer view into what a customer is thinking and doing in the moment … Continue reading “The Pros + Cons of Using Google Docs for Diary Studies”

Are You Collaborating with Your Customers?

One of the key tenets of relationship marketing is the “Feedback Loop.” That is, gather feedback from your customers, then implement their suggestions. Empathize with their woes, then roll up your sleeves to find solutions. A feedback loop can be implemented in a number of ways: Simple, Fast Ways to Gather Customer Feedback Online survey. … Continue reading “Are You Collaborating with Your Customers?”

How to Conduct Concept Tests Quickly & Cheaply

Not only can you use Verify for concept testing, but it also works reasonably well for quick unmoderated usability tests. Update: Sadly, Verify no longer exits. For a total of $1,594 ($1,470 for 294 Amazon.com gift cards + $75 for SurveyGizmo + $49 for Verify) I was able to learn several surprising results in a … Continue reading “How to Conduct Concept Tests Quickly & Cheaply”

Why Isn’t My Marketing Campaign Performing Better?

You have a sizable e-mail list, a healthy paid search budget, your site is optimized for Google, and you’re building a strong following in social media. But despite your best effort, the number of new leads flowing in doesn’t reflect all of this initiative. If any of the following scenarios resonate with you… Less than … Continue reading “Why Isn’t My Marketing Campaign Performing Better?”

Cutting Out User Research Costs You Money

User research (that is, talking one-on-one with your target audience) ensures that your website requirements are aligned with your customers’ needs. In the long-run, user research saves time, reduces revisions and second-guessing, uncovers lost revenue opportunities and identifies wasted resources. It’s easy to fall into the trap of doing things because your competitors do them. … Continue reading “Cutting Out User Research Costs You Money”