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The Usability Blog
A Practical Guide to User Experience Insights

Wendy’s plans kiosks – Here’s our advice

When you’ve got a taste for a square hamburger and a Frosty, you’re probably going to Wendy’s. Now, the fast-food giant is planning on installing ordering kiosks in 1,000 of its locations. We recently worked with another fast-food giant to research their kiosks in five countries, including the United States and China. Our usability research… read more

What I talked about at Ignite DFW

In January, I had the opportunity to present, “Bad User Experience is never done with Malice” at the local Dallas Ignite event. For those unfamiliar with this structure, each speaker is given 5 minutes to present 20 slides on a topic of their choice. While this alone doesn’t sound that difficult, there was an added… read more

Setting the Right “Taxpectations”

It’s that wonderful time of the year again – Tax Season. Depending on your situation, you either look forward to doing your taxes or dread the thought of filing them. Either way, if you do your own taxes online like I do, you’ll notice that the interface of the tax site you use seemingly changes… read more

Even the Bubble Wrap

You’re probably familiar with this process. You order something online, you get a cardboard box in the mail, you open it and throw out the packing materials, find the actual product packaging, then open that and now you have your product. Some might look at that process and decide to focus only on the shopping/ordering… read more

Once Great Retailers, Now CX Failures

The Key to success moving forward: Improved Customer Experience Understanding where your customer experience fails, fixing the failures, and then becoming a best-of-breed digital platform going forward should be the solution. If you have read the news lately then you know that Sears and Macy’s are at pivotal points in their histories – possibly even… read more

Insight Into Gaining Insight: Sonesh Shah from Bosch

Guest Author: Sonesh Shah Director of Digital at Robert Bosch Tool Corporation I was asked to co-present a session at the 2016 IRCE conference with Scott Kincaid of Usability Sciences. The theme of the session was “B2B and usability research.” For this session, our team paired up with Usability Sciences to collaborate on a round of… read more

Don’t Miss Our Dreamforce 2016 Session

For the 6th year in a row find our own Scott Kincaid presenting at Dreamforce. He will be joined by co-presenters Matt Lamb and Josh Monson. The title of this years Dreamforce session is Usability Ninja Series: Tips and Tricks for Improving Usability. Check out the Synopsis below: If you’re looking to improve adoption of your… read more

Silos Hurt the Customer Experience

Offering multiple paths to purchase is great but that’s just part of a great customer experience. I’m sure many of you have purchased an item online then gone to the store to pick it up. You may have wanted to save money on shipping or, if you’re like me, you procrastinated and ended up needing… read more

How Does Your CX Compare to the Competition?

How successful are you at measuring customer experience? While working with many of our customers, we’ve noticed that they’re implementing CX measurement programs to help guide them in making improvements.  In support of this effort, we’ve developed a CX Measurement Index to help our customers and prospects get a clear picture of how successful other… read more

Password Rules Should Never be Hidden!

Don’t hide the password rules from potential customers! We all have experienced the anxiety of coming up with a secure and unique password when creating a new account. Too often we simply relied on a familiar stand-by used for other accounts and risked the hackers delight at getting one password to open them all. As… read more

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