Jakob Nielsen: Keep Online Surveys Short How can you get average users to respond? The highest response rates come when surveys are quick and painless. And the best way to reduce users' time and suffering is to reduce the number of questions. I think that Jakob is right with this analysis. In a previous job, we needed to establish a baseline regarding the membersâ€™ perception of overall value and satisfaction in an online community program. We used what we called the â€œ30 second surveyâ... Continue Reading
I need to get this out of my system... it's a rant about a poor experience I had recentlyâ€¦ I recently started a relationship with a reputable money management company. Iâ€™m paying them to manage investments and recently they gave me a login for their web site. Each time I log in, I get more and more frustratedâ€¦ and hereâ€™s whyâ€¦ After I log in, the marketing language and brochure-ware increases dramatically. On the first page after login is titled â€œAbout Usâ€?? and proceeds to... Continue Reading
Automated Email From Websites to Customers (Jakob Nielsen's Alertbox) This one hit close to home. Though the article is about automated transactional emails, it contains some good nuggets that I think are important for automated email from an online community. Importance of the "From" field and "Subject" line. I some platforms, like Web Crossing you can easily manage the from field to say firstname.lastname@example.org (or whatever you want). This is important for helping the users understand... Continue Reading
Boxes and Arrows: Natural Selections: Colors Found in Nature and Interface Design This article is about the use of natural colors in interface design and it really hit home with me- I was just trying this morning to pick the right colors for a new community interface. It talks about how color affects a users perceptions and mood and how colors that naturally occur together can create a more inviting and appealing online environment. I've never thought of myself as a designer- and certainly... Continue Reading
Two Sigma: Usability and Six Sigma Quality Assurance (Jakob Nielsen's Alertbox) In the same vein as Mark Hurst's R.O.S.E. framework, Jakob Nielsen describes how usability can benefit from the Six Sigma methodology. Those who know Six Sigma will recognize the acronym DMAIC. Here is how Jakob describes DMAIC in terms of usability testing: Six sigma quality engineering relies on a five-step process called DMAIC, which stands for define, measure, analyze, improve, and control. By employing each... Continue Reading
Good Experience - The ROSE framework Mark Hurst recently outlined four "lessons" to remember in user/customer experience work: Results, Organization, Strategy and Experience. R = Results- business results. I like how Mark defines business results: Business results are metrics that the CEO can understand: revenue, conversion rate, operating savings. You have to create a team and a process to measure those results; the metrics-announcement e-mail won't magically float into your inbox. O =... Continue Reading
Ten Most Violated Homepage Design Guidelines (Jakob Nielsen's Alertbox) Take Jakob or leave him, I think these are good, high level points on homepage design.
Good Experience - Halloween story: the ghost of Boo! Got this in email today from Mark Hurst's Good Experience newsletter and it made me chuckle and reflect on the old days. It's a mostly true story of Boo.com and ZOMBIES that eat BRAINS! Good Experience - Halloween story: the ghost of Boo!
InternetRetailer.com - Retail sites lead, automaker sites lag in site design, says Forrester LL Bean and Lands End retailers were the only ones out of 20 that received a "passing" grade. Forresterâ€™s analysis is that the low scores result mainly from flawed design features that inadvertently hide value or content, make navigation difficult for users. Fail to show users they way out of dead-ends, and other complications. In view of the results, Forrester says its time for site managers and... Continue Reading
I just started reading a book called â€œSmall Things Considered- Why There Is No Perfect Designâ€?? by Henry Petroski. The theme of the book is that everything in life involves some kind of design- and each time design in considered, choices must be made and the result is that there is no such thing as perfect design. Getting started with this book made me think about my first years with computers and how I looked at the way I interacted with the computer. Like a lot of people, my first... Continue Reading