Sales. Orders. Average Order Value. Churn.
What do all of these things have in common? They are all examples of metrics that companies obsessively measure.
What’s a critical metric that more than half of companies aren’t tracking? Design.
Continue reading “Can Design Be Measured? Design Metrics for Data-Driven Organizations”
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”
When optimizing your website, product, email program, or retail experience—think beyond A/B testing by continuously seeking new customer problems to solve.
Gartner has proven that eliminating or reducing customer effort is the best way to improve customer loyalty.
Continue reading “How to Uncover Customers’ Problems”
Tired of getting beat by competitors on price, promotional offers, or product mix?
Fight back with a differentiated experience that solves customers’ unmet needs.
Customer-obsessed companies are winning.
Continue reading “How to Differentiate Your Brand Using UX Research”
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”
Now that your UX research has been synthesized and shaped into a compelling story backed by data — what’s the best way to get it into the hands of decision-makers (and the rest of the team)?
Continue reading “8 Ways to Share User Research Findings & Customer Insights”
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”
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”
Here are the apps and digital tools that I most frequently use to communicate, conduct, and analyze UX research.
Continue reading “Inside My Toolkit: UX Research Apps & Tools”
An evolving list of my favorite books, videos, and podcasts that I have found helpful in my career:
Continue reading “My Favorite UX & Non-UX Resources”