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Webcasts / Podcasts

Jul, 2010 Certified Usable: How to certify your usability practice and your designs   May, 2010 Cloud UX: The Next Generation of Institutionalization
Apr, 2010 Design for the Big: How User-Centric Innovation and Strategy Can Move UX Up the Value Chain   Apr, 2010 The Usability of Electronic Health Records at Mayo Clinic
Sep, 2009 An Award-Winning Commitment to Usability: How Verizon Used HFI Training   May, 2009 The Evolving Institutionalization of Usability: User Experience as Strategy
Jan, 2009 The Science of Persuasive Design: Convincing is Converting   Oct, 2008 Who are we designing for? The generational dilemma
Sept, 2008 Why usability is no longer enough: The need for Persuasion, Emotion, & Trust (PET Design™)   Jun, 2008 Optimizing e-commerce UX: Create websites that empower customers, are effortless to use, and create a joyful shopping experience
May, 2008 Meeting B2B objectives through user experience design: a case study at PFPC   Apr, 2008 "Recession-proof" your business through customer-centered design: their experience IS your business
Mar, 2008 Designing the e-government experience through citizen-centered usability   Feb, 2008 Trends in user experience design: What you need to know in 2008 that can help your business
Jan, 2008 What have we learned? Looking back at 2007   Dec, 2007 User experience inside and out: The strategy of persuasive design
Nov, 2007 Who's keeping score? The value of usability scorecards and metrics   Oct, 2007 How to create breakthrough products and services through Contextual Innovation
Sept, 2007 User experience in a Web 2.0 world...and what it means for your business   July, 2007 More than just a pretty page... The importance of user interface design patterns
May, 2007 The difference between evaluating "can do" and "will do" – How Persuasion, Emotion and Trust relate to conversion   Apr, 2007 Designing effective "self-serve" portals for user convenience and business efficiency: SAP – a case study
Mar, 2007 Trends in user-centered design: What you need to know in 2007 that can help your business   Sept, 2006 The Future of Usability Testing
May, 2006 Usability Operations: If you're not global you are NOT competitive   Mar, 2006 Managing the knowledge behind business decisions through user-centered design – a case study
Feb, 2006 How to Find Your Executive Usability Champion   July, 2005 The ROI of Usability and Making Usability Routine
May, 2004 From Inspiration to Action at A.G. Edwards   Feb, 2004 Achieving Routine User-Centered Design for Anthem's 12 Million Members Worldwide
Aug, 2003 Meeting the Demand for Usability Expertise: An Offshore Model   May, 2003 Web Design Standards: 10 organizational secrets
Mar, 2003 Mentoring for Mainstream Usability   Dec, 2002 RBC Royal Bank’s Online Banking Initiatives
Sept, 2002 Even Excellent Sites Benefit from Expert Reviews   June, 2002 Keeping Users Stuck to Your Site – Staples.com
Mar, 2002 HFI Certification – Fulfilling Your Needs as a Practitioner   Nov, 2001 The Institutionalization of Usability

Webcast with Eric and Apala
Eric Schaffer, Founder and CEO, and Apala Lahiri Chavan, VP - Asian Operations, of HFI

July, 2010

Certified Usable: How to certify your usability practice and your designs

Apala Chavan hosts Dr. Eric Schaffer as they discuss HFI's new certification offering for organizations, and products, applications and websites.

  • Certified Practice in Usability™ (CPU) is offered to organizations that have a validated level of maturity based upon the presence of trained and certified staff, user-centered design methods, standards, and tools.

  • Certified Usable Design™ (CUD) can only result from a submission from a certified practice and it generally bears the label of the level of maturity of that practice. Certification assures that an approved user-centered design process has been followed and that certified staff have attested that each deliverable document has been appropriately completed.

In this webcast Eric and Apala discuss the benefits of this certification and answer the questions:

  • Why this certification?
  • Why now?
  • Why HFI?

This program is an extension of HFI's successful program for certification of usability practitioners (Certified Usability Analysts™) which currently provides certification to about 10% of the world's usability practitioners.

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Webcast with Eric and Susan
Eric Schaffer, Founder and CEO, and Susan Weinschenk, Chief of UX Strategy, Americas, of HFI

May, 2010

Cloud UX: The Next Generation of Institutionalization

Susan Weinschenk hosts Dr. Eric Schaffer as they discuss unleashing the power of industrial strength user experience (UX) by harnessing the power of Cloud UX.

Large scale UX work is a massive investment and has immense value to an organization. A company’s knowledge of its customer is key intellectual property which exists in a cloud of data. But how do you access and manage this cloud?

In this webcast Eric and Susan discuss:

  • Building on the foundation of acquired UX knowledge
  • Accessing the power of the cloud to streamline projects
  • Using the cloud to build richer personas
  • Cross-indexing & referencing personas, scenarios, ecosystems, and artifacts in the cloud
  • Improving communication and reports using the cloud

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Webcast with Eric and Susan
Eric Schaffer, Founder and CEO, and Susan Weinschenk, Chief of UX Strategy, Americas, of HFI

April 14, 2010

Design for the Big: How User-Centric Innovation and Strategy Can Move UX Up the Value Chain

Dr. Susan Weinschenk hosts Dr. Eric Schaffer as he outlines his vision of innovation and strategy as the crucial next step for the serious User Experience (UX) practitioner.

You still need good usability, but it is no longer a differentiator. Persuasion design is a very important and still-emerging field, but even this is not as far as we need to go if we want to aggressively compete in markets that are moving and evolving quickly.

In this webcast Eric and Susan discuss:

  • Bringing the UX perspective to strategic and innovative projects
  • Corporate and user ecosystems
  • Bringing innovation ideas to fruition
  • The effect of social trends on design and interaction
  • How to optimize design from the perspective of strategy and innovation

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Tom Suther
Tom Suther
Human Factors Engineer
Mayo Clinic

April 6, 2010

Podcast: The Usability of Electronic Health Records at Mayo Clinic

Mayo Clinic has a complex system they need to display to physicians, nurses and other care givers — the body of their patient. At Mayo Clinic “the needs of the patient come first” and the need to develop Electronic Health Records (EHRs) that are comprehensive and usable is a top priority.

Join Dr. Jeff Horvath and Dr. Susan Weinschenk as they discuss the evolution of Electronic Health Records with Tom Suther, Human Factors Engineer at Mayo Clinic. They explore the challenges of designing an EHR system that:

  • contains comprehensive data from all the specialty departments in one easy-to-understand record for each patient
  • organizes the complicated work flow with data from many sources
  • works for nurses and other care takers as well as for doctors to facilitate giving the best care to patients

In this podcast, Tom tells us how Mayo Clinic is solving the complex problem of the patient medical record system and where they are going next.

This is the first podcast in HFI’s Healthcare UX series.

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Webcast with Verizon
Mark Studness Director of E-Commerce Verizon.com, and April McGee VP Eastern Region, HFI

September 17, 2009

An Award-Winning Commitment to Usability: Verizon Turns HFI Training into Improved Service for Customers and Wins Industry Awards for Online Customer Service Excellence

verizon

Verizon.com needed superior user experience design to provide the best online service for its customers. It chose HFI training for its E-Commerce team – and leveraged that usability expertise to win "Best in Class" from The Customer Respect Group and "Ten Best Web Support Sites" ranking from the Association of Support Professionals (ASP).

In this webcast, April McGee, HFI's VP Eastern Region and Mark Studness, Director of E-Commerce at Verizon.com explore Verizon's commitment to great user experience and review their award-winning websites from a UX perspective.

Join April and Mark as they present an outstanding case study on Verizon.com's successful integration of its online customer service interfaces into one seamless presence.

  • The Challenge: Design the best online account management and eSupport experience for seamless customer service at Verizon.com
  • The Approach: Meeting user expectations with user experience training
  • The Results: Industry-leading integration, award-winning customer service, clear cost savings

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Webcast with Eric and Susan
Eric Schaffer, Founder and CEO, and Susan Weinschenk, Chief of UX Strategy, Americas, of HFI

May 21, 2009

The Evolving Institutionalization of Usability: User Experience as Strategy

How has the institutionalization of usability evolved?

Since the publication of Dr. Eric Schaffer's book, Institutionalization of Usability, A Step-by-Step Guide, in 2004, there has been a quiet revolution in interface design and development processes. Institutionalization has been moving ahead as more and more companies take a serious and comprehensive approach to user experience. User-centered design is being applied across organizations and throughout the design cycle. The institutionalization of user experience is becoming not just wider, but deeper, as well.

In this Webcast, Eric Schaffer and Susan Weinschenk explore how the institutionalization of usability has evolved beyond classic usability, significantly contributing to conversions, revenue, and market share, making it an essential component of overall organizational strategy. Topics include:

  • User experience in the age of multiple channels
  • Adding value with persuasion engineering
  • User experience as strategy
  • The importance of an executive champion

Join Eric and Susan as they use concrete examples to highlight the advances in applying institutionalization as strategy.

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Webcast with Spencer and Kath
Spencer Gerrol, Executive Director, and Kath Straub, Chief Scientist, of HFI

January 16, 2009

The Science of Persuasive Design: Convincing is Converting

PET Design is HFI's latest research-based methodology leveraging the science of persuasion, emotion, and trust to guide users to make decisions that lead to specific actions.

In this webcast, you learn the scientific basis of PET Design, as Spencer Gerrol, Executive Director, and Kath Straub, Chief Scientist, review key research findings on consumer decision making and persuasion.

Learn how these findings can be applied to make your communication strategy and website more effective!

  • Learn key persuasion strategies
  • Discover when and why they work (and don't!)
  • See how others have applied these same principles
  • Learn how to measure their effectiveness on your own site

Kath and Spencer highlight real world examples of great persuasive design, and demonstrate how key persuasive strategies (such as: social proof, perceptual contrast, obedience to authority, framing, and scarcity) can be applied to improve designs.

Join Kath and Spencer to see the power of PET Design in action.

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Susan and Katie
Katie Hill, Director of Technical Services, and Susan Weinschenk, Chief of UX Strategy, Americas, of HFI

October 23, 2008

Who are we designing for? The generational dilemma

Who are you designing your website for?

Companies are often challenged with designing for at least 3 demographics with different needs, interests, and ways of interacting with technology:

  • Baby Boomers
  • Generation X
  • Net Generation (a.k.a. Millennials, Generation Y)

Ironically, Generation X is the smallest population segment but often the one responsible for designing most websites. It's rare to have the luxury of focusing on only one age group, though. So understanding generational differences is a key to creating sites that are usable, persuasive, and engaging.

HFI has been conducting exploratory research about the impact of generational differences on Web design. Susan and Katie examine each group's tendencies, attitudes, and expectations towards technology. They share findings, ideas, and examples describing similarities and differences between the groups and offer thought-provoking takeaways for user experience design.

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Eric Schaffer
Dr. Eric Schaffer, CEO of HFI

September 25, 2008

Why usability is no longer enough: The need for Persuasion, Emotion, & Trust (PET Design™)

The next wave of the information age is about designing for persuasion, emotion, and trust (PET Design).

You still need good usability – if people can't find something they can't be persuaded by it – but soon usability will no longer be the key differentiator it has been. It's often not enough to design a website that is easy to navigate, understand, and transact on. Just because people can do something doesn't ensure that they will.

The future of design is about creating engagement and commitment to meet measurable business goals. Whether your site is e-commerce, informational, or transactional, you must motivate people to make decisions that lead to conversion. This could be getting people to:

  • buy a product
  • sign-up for a newsletter
  • donate to a cause
  • ask their doctor about a drug
  • vote for a candidate
  • invest in your company

The interactive online environment offers far more opportunities to influence decision making than traditional advertising or marketing channels. Yet understanding people's subtle emotional triggers requires a rigorous set of new techniques, the results of which can even conflict with classic usability best practices.

This webcast offers a strategic overview of the science of persuasion, based on HFI's new PET Design methodology. Learn how your company can apply research-based techniques to influence online behavior.

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Phil Goddard and Sean McLeary, HFI
Phil Goddard, VP Western Region, and Sean McLeary, Project Director, of HFI

June 26, 2008

Optimizing e-commerce UX: Create websites that empower customers, are effortless to use, and create a joyful shopping experience

Today's online purchaser is savvy, and Web 2.0 allows for a wider range of experiences. But when does putting new technology in front of your customers risk losing them? When and how do you part with convention to build a better experience?

This webcast will explore how to create an engaging e-commerce experience by:

  • empowering customers to learn or interact with the product space fully
  • building effortlessness into the shopping experience
  • creating a joyful shopping experience

Topics include:

  1. How to show a product online and cross-sell effectively
  2. Designing easy-to-use checkout processes and handling psychological chokepoints
  3. Optimizing access to huge product inventories with highly interactive filtering and comparison features
  4. Working in rapid development cycles to gain internal buy-in for usability research

Finally, Phil & Sean will illustrate how HFI's metrics-based scorecards capture e-commerce best practices, showing examples from sites that achieved the highest scores across the "Five Dimensions of User Experience."

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Jerome Nadel and Eileen Gilfedder
Jerome Nadel, Chief Experience Officer of HFI, and Eileen Gilfedder, Vice President & Senior Director of PFPC

May 15, 2008

Meeting B2B objectives through user experience design: a case study at PFPC

In this webcast, you'll learn how user experience design has become a strategic, mission-critical practice at PFPC, a leading provider of processing, technology, and business solutions for the investment industry. Jerome and Eileen will describe the redesign of PFPC's AdvisorCentral, a core business-building Web portal for financial advisors and broker-dealers that provides client account information, research services, and tools. AdvisorCentral is also a major marketing tool and source of trend data for participating mutual fund companies.

You'll learn why:

  • PFPC invested in enhancing the user experience of AdvisorCentral to improve its market perception, competitive position, and user adoption
  • quick, tactical user experience improvements led to a long-term, strategic user experience program
  • the next generation of Web portals can become the "financial supermarkets" first predicted at the dawn of the Internet era

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Kath Straub and Jay More
Kath Straub, Chief Scientist, and Jay More, President, of Human Factors International

April 24, 2008

"Recession-proof" your business through customer-centered design: their experience IS your business

Your website is often people's first (and sometimes only) interaction with you. Jay and Kath will explain why:

  • designing the customer experience is mission-critical and can't be adequately addressed on a project-by-project basis
  • your competitors are taking notice and increasing online spending: the majority of companies are investing more on Web analytics, usability, and behavioral research than they did last year (source: Forrester)
  • emerging metrics for online brand and persuasion are providing new insights into the customer lifecycle

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Kath Straub and Spencer Gerrol
Kath Straub, Chief Scientist, and Spencer Gerrol, Executive Director, of Human Factors International

March 6, 2008

Designing the e-government experience through citizen-centered usability

Putting government online is one thing—creating websites that are easy to use is quite another. Kath and Spencer share principles and approaches from citizen-centered design to fulfill the potential of e-government. You'll learn about how to:

  • Provide self-service
  • Make it usable & meet citizen expectations
  • Run your website like a business
  • Apply "continuous" usability

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Kath Straub and Susan Weinschenk
Kath Straub, Chief Scientist, and Susan Weinschenk, Chief of UX Strategy, Americas, of Human Factors International

February 7, 2008

Trends in user experience design: What you need to know in 2008 that can help your business

Susan and Kath explore our top 5 trends in user experience design for 2008:

  • Emotional design and persuasive architecture
  • Designing for different generations
  • User experience and human factors in healthcare
  • Creating a joyful, effortless e-commerce experience
  • Self service in e-government

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2007 Review Webcast
Dean Barker, Executive Director, and Susan Weinschenk, Chief of UX Strategy, Americas, HFI

January 10, 2008

What have we learned? Looking back at 2007: Highlights and takeaways from recent Human-Computer Interaction research

In this Webcast, Susan Weinschenk and Dean Barker examine 6 of our favorite studies and their practical impact on user experience design. Taken from HFI's Putting Research into Practice course, this includes research on:

  • Trust factors in health Web sites
  • Data-gathering methods for children
  • Usable error messages on the Web
  • Aesthetic perceptions of Web pages
  • Eye gaze patterns for searching vs. browsing

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InsideOut Webcast
Jay More, President, and Jerome Nadel, Chief Experience Officer, HFI

December 6, 2007

User experience inside and out: The strategy of persuasive design

The Internet has created a "self-service" mindset. Employees (inside) and consumers (outside) expect to find information and complete tasks on their own. User-centered design makes it easy for them to do so.

Yet just because someone can do something, it doesn't mean that they will.

So how can you create designs that are usable AND encourage conversion, contribution, uptake, and usage? Good user experience design makes this possible.

Co-hosts Jerome Nadel and Jay More present a strategic roadmap for user experience design. Combining usability with the science of persuasive design, learn how you can:

  • impact online decision-making and user motivation
  • create a dashboard-based framework to measure and track user experience
  • integrate your customer channels and internal-facing systems
  • help executives appreciate and understand the value of user-centered thinking and design

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Metrics Webcast
Phil Goddard, Executive Director, and Susan Weinschenk, Chief of UX Strategy, Americas, HFI

November 15, 2007

Who's keeping score? The value of usability scorecards and metrics

Businesses depend on metrics to make informed design decisions. Co-hosts Phil Goddard and Susan Weinschenk explain how HFI's evolving set of user experience metrics can help you:

  • quantify best practices in design at a site, sub-site or page level
  • prioritize your usability resources across a range of projects
  • get valuable feedback quickly, in "design time"
  • track and benchmark user experience over time
  • learn how you score against your competitors
  • synthesize your various user data streams into an integrated UX dashboard

This will be an exploration, not a dissertation. Leave all stat packages and spreadsheets behind!

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Contextual Innovation Webcast
Apala Lahiri Chavan, VP Asia, and Susan Weinschenk, Chief of UX Strategy, Americas, HFI

October 11, 2007

How to create breakthrough products and services through Contextual Innovation

Is your company expanding into new markets or cultures? Contextual Innovation is HFI's systematic process to help you understand target markets and successfully introduce your products and services.

Apala and Susan share many innovative consumer data-gathering techniques from the front-end of this new methodology. These techniques are particularly suited for international work in emerging markets, since getting people to speak their mind can be challenging in high-context, non-Western cultures.

You'll learn 14 data-gathering methods, including:

  • Bollywood technique – a "dramatic" approach to usability testing
  • Emotion tickets – a creative cultural probe
  • Bizarre-bazaar – an informative performance method
  • Funky facilitator – a new data collection approach

This is the first of several webcasts on the topic of Contextual Innovation. Contextual Innovation provides a structured framework for brainstorming sessions in order to design novel, useful, and effective products and services. Bringing together ethnographic, business, design and technical elements, it's truly a multidisciplinary process.

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Web 2.0 Webcast
Jerome Nadel, Chief Experience Officer, and Jeff Horvath, VP - User Experience Strategy, HFI

September 13, 2007

User experience in a Web 2.0 world...and what it means for your business

Web 2.0 refers to the new tools, applications, designs, and patterns of use that are turning the Web into a social user experience. But what does Web 2.0 mean for business strategy?

Jerome and Jeff explain how your company can benefit from Web 2.0 by designing a useful, relevant, compelling user experience for both customers and employees. Learn how:

  • Businesses can use social collaboration technologies internally to improve communication, content creation, and distribution
  • You can create a sense of community on your public-facing sites to draw customers in
  • Principles of good design will change when creating social-based, collaborative interfaces (e.g. navigation, search, etc.)

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UI Patterns Webcast
Dean Barker, Executive Director, and Susan Weinschenk, Chief of UX Strategy, Americas, HFI

July 12, 2007

More than just a pretty page... The importance of user interface design patterns

User interface (UI) patterns are reusable templates for interaction design. HFI's Dean Barker and Susan Weinschenk explain how UI patterns ensure consistent designs that follow best practices, letting you focus on content and user needs. Patterns are the foundation of a user interface design standard and address greater detail than styleguides. UI patterns offer many benefits:

  • Capture best practices
  • Designers have a reusable foundation to create interface designs
  • Solve routine design problems
  • Encourage rapid design exploration and prototyping
  • Retain a valuable enterprise knowledge base

You will learn how to:

  • create a user interface pattern library
  • demonstrate the business case for a pattern-based approach to UI design

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PETscan Webcast
Mona Patel, Executive Director, and Susan Weinschenk, Chief of UX Strategy, Americas, HFI

May 10, 2007

The difference between evaluating 'can do' and 'will do' – How Persuasion, Emotion and Trust relate to conversion

Susan hosts Mona's introduction of a new methodology called "PETscan." Mona explores, through the lens of persuasion, emotion and trust, how consumers make decisions that lead to conversion.

The PETscan methodology provides a concrete means of understanding the various elements of the consumer experience.

  • What motivates users to keep clicking through a transaction?
  • What graphics elements inspire the "right" emotion?
  • Are you following best practice principles around credibility and trust?

Web site conversion can be increased by designing for these underlying needs, whether the site is e-commerce, informational, or transactional

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SAP Webcast
Ed Sander, Senior Director, New Product Strategy, Global Marketing, SAP, and Jerome Nadel, Executive Managing Director, HFI

April 26, 2007

Designing effective 'self-serve' portals for user convenience and business efficiency: SAP – a case study

Jerome and Ed share a roadmap to plan and implement successful, user-centered portals. Topics include:

  • The shift to "self-serve" portals: usability is not a luxury
  • What customers want: attributes of effective portals
  • SAP runs SAP: a case study
  • Portal trends in the marketplace, including Web 2.0
  • User-centricity: a strategic imperative

Examples draw on SAP's global experience as an ERP vendor, along with the story behind their own implementation of a user-centered corporate portal.

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Susan Weinschenk and Jay More
Susan Weinschenk, Chief of UX Strategy, Americas, and Jay More, President, of Human Factors International

March 29, 2007

Trends in user-centered design: What you need to know in 2007 that can help your business

Jay More and Susan Weinscheink of HFI explore the top 5 trends in user-centered design for 2007:

  • Web 2.0: New social collaboration technology signals a radical shift for best practices of user experience design
  • PETscan: Usability gets personal: how to increase conversion by designing for Persuasion, Emotion, and Trust
  • Contextual Innovation: A new methodology to guide product & service development for new markets – the next leap for usability
  • User interface patterns: Don't miss this opportunity for cost savings and improved usability
  • Usability scorecards and metrics: This is key to continuously improving the usability of your site or product

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Kath Straub and Susan Weinschenk
Kath Straub, Chief Scientist, and Susan Weinschenk, Chief of UX Strategy, Americas, of Human Factors International

September 21, 2006

The Future of Usability Testing

Susan Weinschenk and Kath Straub explore new innovations in usability testing and share the research behind them. Learn which techniques will fit your needs best. Topics include:

  • Remote testing
  • Automated testing
  • Mixed-fidelity prototypes
  • Testing more than one design at a time
  • Alternatives to the usual think-aloud technique
  • Eye-tracking

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Eric Schaffer and Apala Chavan
Eric Schaffer, CEO, and Apala Lahiri Chavan, VP of Asia, of Human Factors International

May 4, 2006

Usability Operations: If you're not global you are NOT competitive

HFI's CEO, Eric Schaffer, and VP of Asia, Apala Lahiri Chavan, explore the value proposition of blending local staff with offshore resources. This seems to be the best practice most of the time. They also provide a definition of when it will not work.

Topics include:

  • What drives successful offshore operations
  • Process driven usability work
  • Remote data gathering
  • Challenges and limitations
  • Creating an offshore office
  • Working in a Blended Team

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Jerome Nadel and Giovanni Piazza
Giovanni Piazza, Global Director, Knowledge Web Program, Ernst & Young, and Jerome Nadel, Chief of Global Technical Process, of Human Factors International

March 2, 2006

Managing the knowledge behind business decisions through user-centered design – a case study

Join HFI's Jerome Nadel, Chief of Global Technical Process, and cohost Ernst & Young's Giovanni Piazza, Global Director, Knowledge Web Program, for this informative free Webcast.

Jerome and Giovanni explain why efficient access to knowledge is essential for global business operations. Giovanni discusses how his company realized its systems needed improvement – and why user-centered design proved to be the appropriate solution. This empirical approach to interface design/architecture enables effective business decisions.

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Susan Weinschenk and Jerome Nadel of HFI
Susan Weinschenk, Chief of UX Strategy, Americas, and Jerome Nadel, Chief of Global Technical Process, of Human Factors International

February 9, 2006

How to Find Your Executive Usability Champion

In this Webcast, Susan Weinschenk and cohost Jerome Nadel discuss this critical aspect of making usability routine throughout your organization.

In this Webcast, Susan and Jerome explain:

  • Organizational prerequisites for getting an executive champion
  • Personal characteristics to look for in a champion
  • How to support your champion going forward

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Susan Weinschenk and Jay More of HFI
Susan Weinschenk, Chief of UX Strategy, Americas, and Jay More, President, of Human Factors International

July 14, 2005

The ROI of Usability and Making Usability Routine

In this Webcast, Susan Weinschenk makes the business case for usability. She and Jay More also examine the impact of making usability routine throughout an organization. Susan will be sharing ideas, research, examples, and case studies, including:

  • How do you make the case for usability in hard dollars?
  • How can you convince others that your usability efforts are aligned with the needs of the organization?
  • How do you engage in usability in a cost-effective way?

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Mike Flood and Pat Malecek of A.G. Edwards
Mike Flood, Vice President of Internet Services, and Pat Malecek, User Experience Manager, of A.G. Edwards & Sons, Inc.

May 25, 2004

From Inspiration to Action at A.G. Edwards

HFI's Executive Managing Director, Jerome Nadel, hosts Pat Malecek, User Experience Manager of A.G. Edwards & Sons Inc. Pat discusses how his team of Certified Usability Analysts (CUAs) were instrumental towards making usability a routine practice at A.G. Edwards.

Following many of the principles outlined in Dr. Eric Schaffer's new book Institutionalization of Usability: A Step-By-Step Guide, A.G. Edwards' CUAs provided design guidance, usability testing, standards development and training for both Web and Intranet applications.

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Anthem webcast screenshot
Kyle Tolar and Mark Boxer of Anthem, Inc.

February 26 , 2004

How Can You "Insure" Usability? – Achieving Routine User-Centered Design for Anthem's 12 Million Members Worldwide

Dr. Susan Weinschenk, Chief of UX Strategy, Americas at Human Factors International and Kyle Tolar, Usability Program Director at Anthem, Inc., discuss how Anthem attained the training, standards, and resources they needed to create a sustained usability effort.

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Mumbai Centers of Excellence office
HFI's Center of Excellence in Mumbai, India, performs remote usability testing.

August 11, 2003

Meeting the Demand for Usability Expertise: An Offshore Model

Dr. Eric Schaffer discusses how you can create and utilize a "Center of Excellence" dedicated to realizing your company's development and design projects. Learn how you can staff a sustained usability effort.

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Eric talking on the Webcast about Web standards
Eric Schaffer discusses Web design standards

May 22, 2003

Web Design Standards: 10 organizational secrets

Dr. Eric Schaffer discusses the practices and processes that facilitate the organizational development needed to create a successful Web design standard.

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Eric and Susan during Mentoring Webcast
Eric Schaffer and Susan Weinschenk discuss mentoring for usability

March 11, 2003

Mentoring for Mainstream Usability

Dr. Eric Schaffer introduces Dr. Susan Weinschenk, HFI's new Chief of UX Strategy, Americas. Together they discuss:

  • What mentoring is, and how it is different from consulting, training, or educating
  • Examples of how mentoring can be used to move projects, people, and the organization forward to a new level
  • Characteristics of successful mentors, mentored staff and programs
  • How and why to start your own internal or external mentoring program
  • Mentoring for usability strategies

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Screen shot from the Webcast
Eric Schaffer, Nicole Poirier, and Carolyn Burke.

December 18, 2002

RBC Royal Bank’s Online Banking Initiatives: usable design now and in the future

Dr. Eric Schaffer, CEO of HFI, and Carolyn Burke and Nicole Poirier, e-commerce managers at RBC Royal Bank, discuss their initiative to make user-centered design a central part of RBC Royal Bank's Online Banking. This is followed by a live question and answer period.

RBC Royal Bank logo

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Eric and Phil answer questions
Eric Schaffer and Phil Goddard answer questions from viewers.

September 12, 2002

Even Excellent Sites Benefit from Expert Reviews

HFI 's Eric Schaffer and Phil Goddard discuss the value of an Expert Review. Get the flavor of an Expert Review as Dr. Schaffer points out the strengths and weaknesses of 11 award-winning Web sites. Eric and Phil then answer your questions live during the Webcast.

Google page review
View Dr. Schaffer's PowerPoint presentation

Learn how the experts apply their "x-ray vision" to find and fix usability problems before they affect the bottom line.

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Colin dicusses the ROI of usability
Colin Hynes, Director of Usability at Staples, Inc.

June 4, 2002

Keeping Users Stuck to Your Site

Colin Hynes discusses the effect of drop-off and how usability initiatives reduced drop-off at Staples.com by 73%. This discussion begins with a definition of drop-off and moves into an explanation of the value of drop-off data. Then we delve into the correlation between drop-off and return on investment. Finally, we highlight two examples of Staples.com initiatives that were focused on reducing drop-off by using a systematic process of customer research and redesign.

Staples logo

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Phil talks about certification
Eric Schaffer and Phil Goddard, HFI's Director of Training

March 21, 2002

HFI Certification—Fulfilling Your Needs as a Practitioner

Usability is more and more critical to online success...

  • but most developers have no formal training in it
  • and most companies have no formal program for it.

HFI's Certified Usability Analyst program is aimed at developers who want up-to-date training for practical work in user-centered design, and acknowledgement for their years of hands-on experience. These are the certified paramedics of the field.

This program also allows employers to find and promote qualified individuals with authenticated skills in usability.

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Eric discusses the institutionalization of usability
Eric Schaffer, Founder and CEO of HFI

November 1, 2001

The Institutionalization of Usability

Executives who are interested in catching the next wave of the information age should hear this message. With only a 1/2 hour investment of your time, you will learn about the key differentiator for online success in the coming decade.

Dr. Schaffer discusses practical usability, The Third Wave of the Information Age, the institutionalization of usability, developing a holistic strategy, measuring success, and getting started.

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