What happens when we slow our pace, enjoy the ride, or look around while waiting in line? Well, if there’s content to engage us, our experiences will be richer and more memorable—and our typical frustrations from “waiting” are more likely to vanish, too. That’s the power of good content that guides us, helps us focus, [...]

Ever wonder how many “World’s Best Coffee” signs exist in the world? The world is a big place, so that claim may or may not be entirely accurate. These days, with social media being so prevalent, it’s important that your messaging is truthful and that your product or service delivers on those promises. Otherwise you run the risk of losing the trust of your customer base, and scaring away potential users.

“Was your experience satisfactory?” the survey asked the user. If the answer is no, well, then we can work on making it better. But if it is yes, what do we do? Should we walk away happy with what just happened? Satisfaction is a miserable place to stop our goal of constant improvement. Food that [...]

Yesterday, a couple of hundred of my favorite UX folks tuned in to my UIE Virtual Seminar while I talked about the ways to use the Kano Model as the basis of a winning UX strategy. During the talk, I referenced a bunch of things, so here’s the list: Understanding the Kano Model – A [...]

Mark Schaefer loves Home Depot. He wrote this blog post about how much. However, in that same post, he talked about a breakdown in the experience of being a Home Depot shopper. I’ve been going to Home Depot for 20 years and have spent untold thousands of dollars on home improvement and landscaping materials. I [...]

If you’ve been under a rock for the last week, you might’ve missed that when Apple released iOS6, they changed their Maps application away from using Google’s maps to using something Apple has created. It’s possible you also missed that the shift to their own map data has not made iOS6 users happy. This isn’t [...]

I always thought this request was a myth: “Can we make that logo bigger?” Yet there I was at the table and the stakeholder, with no sense of irony, said those very words. Out loud. I was stunned. “We paid a lot of money for that logo,” he continued, “and we need it to establish [...]

Moving Beyond Conversion Rates: Part 1: Avoid Ratios for Metrics Part 2: Not All Visitors Make Great Customers (this) Part 3: Visitors Are Not All The Same Part 4: Campaigns Are Where Conversion Rates Shine Part 5: Measuring Money Left On The Table A few years back, the executives at the electronics retailer Best Buy [...]

How likely am I to recommend United Airlines to someone else? If asked this question, I’d answer that it’s pretty likely, especially if that person lives here in the greater Boston area. Of all the major airlines, United has the best service out of Boston. The only other options if you need to travel all [...]

What is Seductive Interaction Design? More and more, we’re seeing web sites use rewards systems, competitions, and fun progress indicators to get people engaged. Interactions such as these trigger different elements of human behavior and encourage your visitors to engage with your web site more. They differentiate the casual glance from a longer involvement with [...]