Blog

28 Reasons to Invest in UX Research

A common misconception about UX research is that it only involves usability testing websites and apps.

In reality, testing websites and products to ensure they’re easy to use is a very small part of the user research discipline.

Instead, think of UX researchers as business strategists. They live at the intersection of customer needs and business strategy—driving head-turning results. No joke, customer-obsessed companies outperform the S&P 500 by leaps and bounds.

Continue reading “28 Reasons to Invest in UX Research”

How to Persuade Your Leaders to Invest in UX

What can you do when your boss or your organization’s leaders say “no” to design?

An ongoing challenge shared by many UX professionals is getting the green light to move forward on a solution to improve the user experience.

Believing UX is the right thing to do isn’t enough. As UX strategists, we must categorically demonstrate the business value, too.

Continue reading “How to Persuade Your Leaders to Invest in UX”

24 Best Practices for Optimizing a Customer Lifecycle Communication Program

Your organization is supported by talented and passionate people who want to deliver the best possible customer communication.

There’s a lot to say. You want customers to renew their subscription or buy more stuff. You’re responding to customer service and tech support questions. There are statuses, receipts, and acknowledgments to send. Satisfaction survey results to gather.

A/B testing helps you improve open-rates and click-throughs, but there’s more to think about when creating a holistic communication strategy that nurtures, engages, and motivates customers to take action throughout the entire lifecycle.

Continue reading “24 Best Practices for Optimizing a Customer Lifecycle Communication Program”

4 Ways to Analyze Qualitative UX Research

After conducting 8 or more customer interviews, themes will start to bubble up.

But often, there are many more smaller nuances — or even surprises — that remain hidden and need to be unlocked.

To mine these gold nuggets, there can be an enormous amount of effort that goes into prepping qualitative, or unstructured, data. In most cases, I will spend a solid day (or more) getting the data ready for more careful scrutiny.

Continue reading “4 Ways to Analyze Qualitative UX Research”