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...]

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...]

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...]

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...]