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The Usability Blog
A Practical Guide to User Experience Insights

Interception! Best Practices for a Field Study

Usability testing is not limited to labs with one-way glass windows and video cameras; every now and then a product needs to be tested that either is too unwieldy for a lab or needs to be used within a specific environment or context. Enter the field study, a methodology borrowed from social science ethnographic studies:… read more

Why Multi-Screen Matters

Internet Retailer’s Chief Technology Editor Paul Demery recently reported that “Companies that excel in engaging customers across channels—including web, mobile, social media and in-store—retain more than twice as many customers as companies without effective cross-channel customer care strategies.”  At Usability Sciences, we have spent the past year developing our own cross-channel UX research methodology and… read more

A 30 Second Analysis of PineSol.com – The Cluttered Homepage

One short visit to Pine-Sol’s homepage will leave you with a bigger headache than inhaling the cleaning solution. Several words come to mind, including overwhelming, confusing, and even garish. The site seems to embrace the idea that if one eye-catching advertisement is good, wouldn’t an entire page of them be even better? Thus, everything on… read more

Cross Platform UX Research in the Multi-Screen World

Long gone are the days when customers visited a site on just a PC. Customers are now commonly shopping, researching and purchasing across multiple devices. Because of this, it has become crucial to test the user experience across phone, tablet, and desktop platforms to ensure we meet customers’ ever-growing expectations of convenience. Jason Vasilas, Senior… read more

Usability Testing Healthcare.gov

It’s a topic that has dominated the headlines everywhere – all the way from trusted news sources like MSNBC, CNN, and Fox News to comedy programs like Weekend Update on Saturday Night Live – there are issues with the recently launched Healthcare.gov website. During the first month it was open for enrollment, 106,185 customers signed… read more

Usability Can’t Save the World

….well, duh, doesn’t everybody know that? To be more specific, then, usability can’t always save your product or company. Here’s why: sometimes customers struggle to use a product because its core premise or the way it was built is unfocused. The foundation is faulty. This could be because there are too many stakeholders at odds fighting… read more

Customer Journey Nightmare: Best Buy

Forrester has just come out with another of its exhaustive guides to personas, scenarios, and the customer journey. While I consider Forrester’s approach to personas to be dated and simplistic, they invariably exhibit a keen sense of market need. My recent experience at Best Buy affirms the need for multi-channel retailers to pay far more… read more

Internet Retailer, Mobile Shopping, and Listening to Your Customers

Internet retailer published an article called “Above all else, shoppers say mobile sites must be easy to use”. This article discusses mobile shopping and shoppers preferences for mobile shopping websites. We thought this article deserved a re-post and the attention of our readers. Additionally, this serves as a great reminder to make sure you understand your… read more

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