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Navigating Diversity in UX 2018 was plagued with more than a few insensitive social missteps. Like many of you, I viewed commercials, articles, news stories and advertisements wondering HOW DID THAT HAPPEN? How could they be so insensitive? But a quick perusal of the headshots usually uncovers the unfortunate “how”. To put it simply, there […]

The Process is Baked In: Our Recipe for Successful Workshops   One of the roles of a UX team is to share expertise and enable collaboration across an organization by facilitating workshops such as design thinking sessions. The value of these workshops comes from the opportunity to break down silos and the ability to inform […]

Inclusive Ethnography: Accessibility on the Outskirts of the Mainstream Mainstream research has a tendency to become normative. Gender, cultural context, and other individual constraints are often glossed over as we search for the elusive Universal. However, there is a new awareness that every individual is different and we are all handicapped to one extent or […]

Takeaways from CUE-10: A Hands-On Comparative Study of Experienced Usability Test Moderators The CUE-10 formula: Recruit 15 experienced usability test moderators. Have them all run the same test with three participants. Make them watch recordings of three other moderator’s tests. Put them all in a room for a day so they can compare notes about […]

Building Your Benchmark: How to Measure UX for Product Impact Over Time Benchmarking allows you to track UX progress over time, giving you an indication of how successful digital platform changes have been.  It provides a holistic product assessment and requires greater attention to methodology, stakeholders, tasks, protocol, and analysis than a typical feature study […]

Scaling research without scaling the team Digital product teams are moving faster and the desire to learn directly from users is increasing. When research headcount hasn’t caught up, others in the organization are taking matters into their own hands. How can we shift our role from the research bottleneck in the product development process to […]

Inclusive Experience Guide for Usability Studies Designing for inclusivity not only opens our products and experiences to more people with a wider range of abilities, it also reflects how people really are. All humans are growing, changing, and adapting to the world around them every day. We want our designs and digital experiences to reflect […]

Content Isn’t Something You Read, It’s Something You Do You’ve heard people don’t read online. And while that’s true, it’s an incomplete thought. Unless you run an online publication of some kind, your users aren’t reading your site or app like they would an essay or book. Instead, they’re trying to use those words to […]

Not Your Average Chatbot: Using Cognitive Intercept to Improve Information Discovery Cognitive intercept is a new method for IT support sites to improve discoverability of top solutions, resulting in more end users helping themselves and deflecting calls to support personnel. Cognitive intercept leverages many traditional chatbot technologies on the backend but does not use a […]

Voice User Interface Design for Customer Support:  Design guidance based on user research and lessons learned The popularity of voice user interfaces (VUIs) has grown substantially in recent years.  They can be found in phones for customer support, televisions, smart homes, personal assistants and many other products.  Designing great voice interactive user experiences presents many […]