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The Usability Blog
A Practical Guide to User Experience Insights

Usability Sciences Hits Global Customer Experience Benchmark

Dallas, TX, November 15, 2007 — Usability Sciences, a 20-year veteran of the customer experience marketplace, announced that they have hit a new benchmark in number of countries and languages for global customer experience research. The customer experience leader has conducted quantitative and qualitative projects in 37 countries and 25 languages.

“Companies in search of long-term, double-digit growth have little choice but to pursue emerging markets such as China, Brazil, India and Eastern Europe. Said leading Web Globalization Analyst and President of Bytelevel Research, John Yunker, “Web globalization has become one of the most important — and most cost-effective — ways to expand abroad. Yet successful Web globalization requires much more than translation. Developing Websites that are not only linguistically usable but culturally usable requires in-country and in-language usability research.”

Ron Rogowski, in his December 2006 Forrester Research Inc. report entitled “Five Ways To Improve Your Global Web Presence,” said “To ensure that global designs don’t clash with local customers’ unique cultural or language requirements, site owners must uncover specific local user needs. Global teams and local site owners should allocate budget for gathering detailed usage data – from sources like the call center and Web analytics software – to make sure that new designs and global standards are suitable for local users. User research can also empower country managers with knowledge about where designs fall short of user expectations.”

Usability Sciences CEO, Jeff Schueler said, “We have seen a remarkable increase in international work in 2007. Our customers are engaging us to conduct both qualitative usability research and quantitative Attitudinal Analytics® in as many as 10 countries on any given project. The breadth of customer experience work that we are conducting on behalf of our clients outside the United States is representative of their recognition that excellent digital experiences are required to win over your customers in any language and in any part of the world.”

About Usability Sciences:

For nearly 20 years Usability Sciences has been helping clients discover the intents, attitudes, and behaviors of their customers so they can leverage the power of their online presence across all customer channels. Hundreds of the largest global multi-national, multi-channel companies have chosen Usability Sciences to increase sales and conversion rates, improve brand loyalty, and differentiate themselves from competitors.

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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!”

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“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.”

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