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The Usability Blog
A Practical Guide to User Experience Insights

Order Online and Pick Up in the Store, but Where? Part 2

Signs that guide inside for Online Order pickup Part One of this blog gave examples of retail stores that display noticeable signage at the door or immediately after to direct their customers where to pick up their online orders. In this blog post, we’ll look at signage inside stores that offer online order pickup. Online… read more

Order Online and Pick Up in the Store, but Where?

More retailers are offering the service to order products online for pick-up at a nearby store, sometimes as soon as an hour later. This service provides consumers the convenience of online shopping, the ability to examine the product in person before taking it home and often eliminates the cost of shipping. And once they are… read more

Promo Emails Only Work If Your Site Does

Earlier last week, I received an email from Panera Bread promoting their ‘Clean Pairings Menu’ with options for 500 calories or less. Excited at the possibility of having my absolute favorite soup (cheddar broccoli, YUM!) and a salad or sandwich for only 500 calories, I immediately clicked on the link. What happened next was both… read more

Measure & Optimize the Digital Customer Experience

Our CSO, Roger Beynon, recently conducted a webinar for Qualtrics. In this webinar Roger discusses: The seven levels that comprise a comprehensive Customer Experience analysis framework How Site Intercept can facilitate behaviorally- and contextually-triggered data collection within that framework How the framework helps dictate improvement priorities for your site to drive greater customer conversion, retention,… read more

5 Secrets for Usability Recruiting

Every usability research project requires the right participants, It takes a lot of concentrated effort to get those participants. To highlight the importance of a recruiting here are five secrets for usability testing straight from our recruiting team. The first and most critical step, build a robust screener. The screener is the most important part of… read more

The Best Experience … Everywhere

Provide Your Customers with Consistent Information Everywhere Usability Sciences has a wide range of methodologies. In-store field studies enhanced with eye-tracking is one approach we can use to assess whether a brand is consistent across digital and ‘brick and mortar’ channels.  What drives customers to the physical location may be an email, targeted ad or a… read more

Best Practices From 5 Years Ago

5 Years ago the world, and more specifically the internet, was a different place. Customers were looking for a better online shopping experience.  At that time one of our researchers put together a list of best practices for an online checkout process.  What’s amazing about this list(from 5 years ago) is that almost everything on… read more

Three Questions on Your VOC Strategy

Our COO, Scott Gunter, wrote a blog post for Qualtrics.  Check out the synopsis below and then head over to Qualtrics.com to read the whole post. When deploying a voice of the customer (VoC) program for your website, there are three critical questions to ask. These questions can guide your program design and the technology you need… read more

Do You Sell to the C-Suite?

Every B2B sales person operating at C-suite level knows that the decision-making process has changed irrevocably over the past 24 months. The advent of content marketing has delayed dramatically the point at which the prospect is ready to engage with a sales person.  The initial contact with sales used to be the point at which… read more

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