Recent studies demonstrate that comprehensive usability testing can have at least a 10x return on investment, especially when discoveries and improvements lead directly to more user traffic, higher conversions, greater revenue per transaction, more frequent return visits, lower phone and email support costs, fewer returns, and faster transaction. … [Read more...]
Get critical insights into your customer experience: Establish rapport, conduct effective dialog
Customer experience insights and how to capture them will inform all the processes taught through the Human-Computer MasterMind Academy – Usability, Usefulness, Functionality, Seamlessness, and UX Analytics. All those disciplines include strong technical requirements, a clear process orientation, and demanding needs for rigor, objectivity, and … [Read more...]
See the full, complete picture of all human-computer interactions with User Experience Analytics
All the services that I've described here – Usability, Usefulness, Functionality, and Seamlessness – are essential to successful interactions with visitors, prospects, customers, and users. Optimizing each of those human-computer interactions is necessary but not sufficient – if you leave out any one of them, you sub-optimize or break the others. … [Read more...]
Multichannel usability: make your user experience ‘Seamless’
The many steps a prospect, customer, or user navigates to do business with you likely involve a variety of systems, teams, processes, touch-points, and islands of automation. In this context, this is the meaning of 'multichannel.' No matter how well each of those islands are optimized, if a single bridge is missing or non-intuitive, you lose … [Read more...]
Don’t scare off your users and your business: make it all ‘Functional’, beyond UAT
Putting your systems and interfaces through extensive testing in your own labs is not enough, including UAT (user acceptance testing), even if you test on many platforms, browsers, and user set-ups. The only way to know how well your systems perform – or if they work at all – on customers’ and users’ own local, native systems is to conduct … [Read more...]
User Story Mapping: ‘Narrative’
This aspect of narrative is really essential - narrative is very much like what is implied, which is the story of your users' lives and what they do and want day to day. User story mapping will help you construct the exact flow and the journey that real people take through your systems. There are two stories that are most important in this … [Read more...]
Content Marketing and The Power of ‘Useful’
Your products, services, and systems must provide a meaningful and relevant purpose in the life and business operations of your target customers, prospects, and users. And your content marketing must do the same. Those people must care and be interested in who you are and what you’re trying to provide them. It only make sense to apply those … [Read more...]