This past year we became acutely aware of how interconnected we all are. The toilet paper shortage gave the world a glimpse at supply chains, and the pandemic as a whole was a crash course in how our healthcare system
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Category: User Centered
Focus on Usage Maturity: Part III
Using a Usage Maturity Matrix to Make Design and Strategy Decisions Early Foundations You may recall from earlier installments in this series, that usage maturity is a measure of users’ comfort and familiarity with, and degree of use of, a
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Customer Experience during a Pandemic
Global pandemics are a challenge for everyone. Customers look to institutions and businesses they already trust for answers. Meanwhile, companies must scramble to figure out the best way to maintain excellent Customer Experience (CX) during unprecedented times. No matter what
Continue readingContent Recommendations and the Creation of Emotions
This article investigates content recommender systems. Because Netflix is probably the best known recommendation system and numerous articles have been published about their system, I will concentrate on their content recommendation mechanism as representative of the type. I will show
Continue readingUser Experience Research at Scale
An important part of any user experience department should be a consistent outreach effort to users both familiar and unfamiliar. Yet, it is hard to both establish and sustain a continued voice amongst the business of our schedules. Recruiting, screening,
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