Loading...
The Usability Blog
A Practical Guide to User Experience Insights

Omni-Channel

spirit_airlines

A CX Failure: My Mother’s Rant

I like to try to call my mother on my way in to work most days. It’s a great opportunity to catch up on what’s going on in each other’s lives, see how things are going, and start the day with a friendly chat. I was chatting with her the other day about her trip;… read more

Genius_Bar,_SoHo_Apple_Store,_September_2003

The Wrong and Right Mentalities for Omni-Channel

The Wrong Mentality: Last month, I wanted to buy a video game. I looked it up online at Amazon, but then thought, we’re already out running errands and my wife wants to go to Target. I wonder if I could get it there. So I went to Target’s website on my phone and found that… read more

pablo (3)

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

pablo (2)

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

Screenshot_2016-01-13-09-42-09_resized

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

eye snap (1)

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

digital_world (1)

The Everywhere Customer

GIGAOM recently put together an infographic on the “Everywhere Customer” and the omni-channel customer experience.  The research, conducted by Google, Nielsen, and Harris Interactive, shows that 98% of respondents use multiple devices in a single day. Additionally, 43% report using their smartphones during shopping trips to supplement the shopping experience. The findings reinforce every brand’s… read more

512px-Shopping_cart_font_awesome.svg_

IKEA’s Belated Ecommerce Sprint

Need a real-life example of the financial consequences of neglecting your ecommerce experience? IKEA’s CEO recently conceded that the company is playing catch-up to other online retail giants. Its latest earnings report showed their annual sales have slowed over the past couple of years. Only 70% of IKEA’s products are available online, and the site… read more

omnigraphic blog imbed

Perspectives on Customer Journey Mapping: Part 2

The Omni-Brand Customer Journey Omni-channel customer journeys of the type laid out in Part 1 of this blog entry dominate much of the  e-commerce thought leadership conversation these days.  As we have developed customer journey mapping methodologies within our own practice, however, we have discovered that omni-brand customer journeys occur more and more frequently.  The… read more

man_user

Meet our New Customer, the Content Marketing Manager

Changes in our Customer Mix Reflect the Seismic Changes Happening to the Business World Is the rapidly changing digital world changing who you serve?  It is certainly changing ours.  But that is nothing new.  Usability Sciences has been around for 25 years.  Our “customer” has appeared in many guises over that span.  The key, for… read more

BECOME A PAID TEST PARTICIPANT

Sign up to become a Paid Test Participant.

Sign UP Now

We have revised our Privacy Policy
as of August 19, 2014

CLIENT TESTIMONIALS

“From beginning to end, everyone I interacted with from Usability Sciences was professional and thorough. I was impressed with the testing technology, the methodology and especially the team that led the project. This is one of the most impactful pieces of research I have ever delivered to my team. Thank you!”

Kevin King
Senior Director of Digital Media, A&E Television Networks

“USC managed tight timelines and a client team that was tough to wrangle, But more importantly, the quality of the work was exemplary. It's work I would hold up as "the way we should do things" and share as a case study across the organization.”

Group Product Director
Digital Marketing, Pharmaceutical Company