User Experience is the new differentiator
The world of business is changing, as are the locations of the people who are driving that business. How companies reach new users and how they treat them once they…
Prototyping in Service Design
This thesis describes prototyping in service design through the theoretical lens of situated cognition. The research questions are what a service prototype is, what the benefits of service prototyping are,…
Solving Strategic Problems: Going Beyond Being a Technology Order Taker
A few months ago, I gave a presentation to some information technology (IT) leaders, and my topic was how designing great experiences for people should enable IT to earn a…
You are not your own worst critic: The value of User Experience
When it comes to representing your brand in the best way possible, it very often revolves around a successful web presence. In particular, it will be your business’ website that…
Human Error? No, Bad Design
Does human error cause accidents? Yes, but we need to know what led to the error: in the majority of instances it is inappropriate design of equipment or procedures. It…
Why users fill out less if you mark Required fields
Are most of your users skipping the optional fields on your form? You might not need that extra information, but having it could help you learn more about users and…
Prioritising service requirements with the Kano model
Traditional ideas about quality have assumed that user satisfaction is simply proportional to how functional a product is. The Kano model – which was developed in 1984 by Professor Noriaki…
Seven things your boss needs to know about UX
As someone who has been in the user experience domain for a loooooong time, I have had lots of conversations with many different executives. Most of the time, these execs…
10 Commandments of UX Strategy
Thou Shalt Focus On The Big Picture Honour Your Company And Customer, But Covet Your Neighbour’s Ass Thou Shalt Not Steal Thy Employee’s Humanity Remember To Keep Holy The Context…
Side drawer navigation could be costing you half your user engagement
So, you have a mobile app where there are more pages or sections than can fit on a mobile screen at once. Your first thought might be to create a…