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Microsoft’s Product Reaction Cards Unlock User Satisfaction. Part 1

Microsoft’s Product Reaction Cards Unlock User Satisfaction. Part 1

By on Jun 7, 2016

How can you really tell if users are satisfied? If the product is desirable to them? If they mean what they say when they respond to structured survey questions giving you feedback on their experience? We find out by using Microsoft’s product reaction cards. We love the cards because they give users control over the story of their experience following a usability...

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Customer journey maps turn data into stories. Part 3

Customer journey maps turn data into stories. Part 3

By on Apr 19, 2016

This post is part of a 3-part series on customer journey maps. In Part 1 and Part 2, we defined customer journey maps, presented ways to gather data for the journey maps, and the benefits of holding a workshop to use the data to lay out the customer’s journey. Now in Part 3 we put it all together to show the customer’s journey as a story that brings the data to...

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Customer journey maps turn data into stories. Part 2

Customer journey maps turn data into stories. Part 2

By on Mar 10, 2016

This post is part of a 3-part series on customer journey maps. In Part 1, we defined what we mean by customer journey maps and presented ways you can work with existing user data as well as ways to generate new data. In this part we focus on how to organize the data into meaningful points along the journey. Part 3 puts everything together. Creating a customer...

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Customer journey maps turn data into stories. Part 1

Customer journey maps turn data into stories. Part 1

By on Feb 17, 2016

This post is part of a 3-part series on customer journey maps. Storytelling has become an increasing popular way to present research findings. You may present your users’ stories in a heuristic evaluation. Or you may create stories in the form of personas, or tell the story of your users’ experience from usability testing. Customer journey mapping is another...

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Documentation Is User Experience

Documentation Is User Experience

By on Sep 10, 2015

When it comes to documentation—the information that explains how to use a product—many people prefer to do without. The mantra “when all else fails, read the documentation” has proven true in many of the usability studies we have conducted over the years. Even in cases where we were testing the documentation! Users have come to expect that products should be...

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Gender Preferences Notable During Interviews about Security Cameras

Gender Preferences Notable During Interviews about Security Cameras

By on Apr 30, 2015

You may know the book Men Are From Mars, Women Are From Venus.  The title alone says a lot about gender differences.  Of course, we know that men and women are different. That’s why we want to have both in our research studies, unless the product or interface is targeted at only one gender. Recently, this need to have both men and women represented was really...

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