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The Usability Blog
A Practical Guide to User Experience Insights

Usability

e-Commerce

When Usability Fails

Recently I attempted to place an order on a website that had unique products that no other manufacturer offers. My initial order with this company was placed by a representative with the company and all future orders were to be reviewed and placed by me. It was easy enough to login to my account, but… read more

Why

Want to know why you’re losing customers?

“Why are we losing customers?” How often does this question come up in meetings and around the (possibly metaphorical) water cooler? For many, it’s a very difficult question to answer. It’s difficult to answer because, in many cases, the data is simply not there. Typically, only 4% of dissatisfied customers will actually voice their complaints… read more

How bad is one negative experience?

So you’re behind schedule and you need to get your designs out the door. The urge to “compromise” and sacrifice the user experience just to get to the minimum viable product is strong. “It’s ok,” someone in your organization probably says, “it’s at the top of the roadmap for v2.” But that might not be… read more

Freshening up your budget: Mobile experiences matter, too

I’m sure most of you are familiar with the financial service Mint. It’s a free service that tracks all your accounts, bills, transactions and lets you set up budgets to stay on track. I was a big user several years ago but fell out of it in favor of more manual spreadsheets until recently. Getting… read more

What makes a great customer experience at an online pharmacy?

Last year I opened an online pharmacy account on several sites. Most of us who have only 1-2 prescriptions wouldn’t think having an online pharmacy account would make life easier. After all, when we need a medication refilled, we can just pick up the bottle and call the number of the pharmacy and read off… 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

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

Pokémon Go and Server Problems

Like a lot of other people, I’ve recently become enamored with the new game Pokémon Go (an “augmented reality” game that encourages players to actively explore the real world to catch creatures known as Pokémon). And, also like a lot of other people, I’ve experienced a lot of issues with the game; given the explosive… read more

How to Decide Between a DIY UX Tool or a Full UX Test

With all the new do-it-yourself UX tools available to professionals, it’s becoming more difficult to know which direction is the right one for your company. You might spend hours researching different Usability companies as well as their various online tools trying to decide if a full usability study or a quick online survey is the… read more

The Usability of Remotes

Every so often we feature user experience based reviews of everyday items. With that being said, back in November, I had a very successful Black Friday and got myself a new receiver and remote control for my home theater (online, of course, no way I’m fighting Black Friday crowds for any deal). Now lots of… read more

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