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Posts by Carol Barnum

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

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

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

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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