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PET Research: Looking deeper to understand motivations – A Conversation with Dr. Eric SchafferAre you missing key insights into your customers? Let us show you how PET Research can help. PET Research uncovers the Persuasion, Emotion, and Trust factors that can either motivate or block your customers at key decision points. In this white paper:
Dr. Eric Schaffer talks about doing in-depth PET Research to discover the drives and blocks that motivate your customers to make decisions about your products and services. He discusses the importance of identifying the PET design objectives that match organizational requirements, then doing research to find out which PET tools should be applied to your design to fulfill your conversion goals. |
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Cloud UX: The Next Generation of Institutionalization – A Conversation with Dr. Eric SchafferIn this white paper Dr. Eric Schaffer discusses how to unleash 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? Eric talks about:
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Design for the Big: How User-Centric Innovation and Strategy Can Move UX Up the Value Chain – A Conversation with Dr. Eric SchafferIn this white paper Dr. Eric Schaffer 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. Eric discusses:
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User Experience & The Business of HealthcareIn this white paper Jeff Horvath, VP of UX Strategy, focuses on how the design of the user experience in different healthcare contexts can impact the overall quality and effectiveness of healthcare for patients, physicians and the business of healthcare as a whole. In some contexts, a better user experience can make for a happier customer or a more profitable line of business. In healthcare, a better user experience can save a life. |
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User Experience Goals for 2010: A cross-industry snapshot
This white paper looks at where 16 organizations are in their user experience process and what their UX plans are for 2010. See how your organization compares. We spoke with executives and managers at organizations in the United States, Canada, and India, asking them about their UX capability, institutionalization strategy, and goals for 2010. We then asked HFI's Dr. Eric Schaffer and Dr. Susan Weinschenk to comment. Are organizations taking the best approach to user experience? Are they doing the right things?Do they have the right UX priorities? This paper contains the results of these interviews and comments. Effective UX requires organizations to regularly assess user experience shortfalls and define UX priorities and goals. Where do you stand? Find out with our Institutionalization Self-Rating Scorecard. |
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User Experience Metrics: Connecting the language of UI design with the language of businessIf you can't measure it, you can't manage it. If you can't measure it, you can't manage it. Phil Goddard discusses the evolution of HFI's user experience metrics and demonstrates the power of UX scorecards by reviewing and scoring a popular website. See how UX Metrics Scorecards offer a systematic methodology to:
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An Award-Winning Commitment to Usability: Verizon Turns HFI Training into Improved Service for Customers and Wins Industry Awards for Online Customer Service ExcellenceVerizon.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.
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CUA Certification: A Seven-Year PerspectiveSeven years ago, HFI established industry-standard certification of usability professionals' knowledge and skills in user-centered design. We are pleased to review the progress of the Certified Usability Analyst™ (CUA) program in this white paper. Since launching the CUA certification, over 2500 usability practitioners, designers, managers, and business owners around the world have passed the exam and been certified as CUAs. The CUA has become a recognized certification among both user experience professionals and enterprise organizations. The expertise of CUAs has contributed significantly to the expansion of user-centered site and application design both in client/employer organizations and across the profession. This paper explores the value of CUA certification in:
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The Evolving Institutionalization of Usability: User Experience as StrategyHow 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 white paper, Eric Schaffer explores 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:
Eric uses concrete examples to highlight the advances in applying institutionalization as strategy. |
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Digital User Experience Strategy: A roadmap for the post-web 2.0 worldJerome discusses user experience strategy as the center of an effective business model and why usability practitioners need to evolve from methodologists to strategists. The growth of technology has fundamentally changed human behavior in every aspect of our lives… the way we interact, play, learn, work, and even think. To be viable and sustainable in this dynamically changing world, businesses must understand and embrace:
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From Convincing to Converting: Applying the science of persuasive design to architect the decision spaceThe value of your website is no longer determined by whether your customers can do business with you (usability). It is determined by whether they will do business with you (persuasion). In this white paper 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!
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. |
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Persuasive Design in Action: PET design™ Expert ReviewsHFI's PET design™ presents a systematic approach to persuasive design with a suite of PET design tools that build trust, create emotional engagement, and persuade your customers to take action. The logical entrée into persuasive design is the PET design™ Expert Review, an indepth evaluation of your organization's site or application with actionable recommendations on how PET design tools and user research can improve its persuasive design. This paper gives an overview of the mechanics of persuasive design offered by the PET design Expert Review. From setting the persuasion objective to identifying visual elements, content, and emotional interactions that meet that objective, the PET design Expert Review provides your site or application with a persuasion flow that guides customers toward transactions and commitment. We explain how the PET design Expert Review quantifies persuasive design metrics and helps your organization maximize its persuasion objective. |
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Who are we designing for? The generational dilemmaUser experience practitioners are often challenged with designing for at least three demographics with different needs, different interests, and very different ways of interacting with technology:
This paper examines each group's tendencies, attitudes, and expectations toward technology. We conclude by highlighting the implications for Web design. For purposes of discussion, we're admittedly stereotyping, along with taking a Western-centric cultural viewpoint. |
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Beyond Usability: Designing for Persuasion, Emotion and TrustThe 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 white paper 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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5 Dimensions of UX: Balancing business and user experience perspectives to create successful e-commerce sitesLearn how to create an engaging e-commerce experience by:
Phil & Sean 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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"Recession-proof" your business through customer-centered designYour website is often people's first (and sometimes only) interaction with you. Jay and Kath explain why:
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Designing the e-government experience through citizen-centered usabilityPutting 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:
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5 Critical User Experience Design Trends for 2008In this white paper, Susan Weinschenk and Kath Straub explore our top 5 trends in user experience design for 2008:
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What have we learned? Looking back at 2007 – Highlights and takeaways from recent Human-Computer Interaction researchIn this white paper, Susan Weinschenk examines 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:
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The Business of UX Metrics: How to measure and manage the user experienceBusinesses depend on metrics to make informed design decisions. Phil Goddard explains how HFI's evolving set of user experience metrics can help you:
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Around the World with 14 Methods: Innovation and CultureIs 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 shares 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:
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User experience in a Web 2.0 world...and what it means for your businessWeb 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:
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User interface patterns: reusable solutions for designUser interface (UI) patterns are reusable templates for interaction design. HFI's Dean Barker explains 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:
Learn how to:
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Designing for conversion: Evaluating decision-making through HFI's PET design™Mona intoduces a new evaluation methodology – a PET design review. She explores, through the lens of persuasion, emotion and trust, how consumers make decisions that lead to conversion. The PET methodology provides a concrete means of understanding the various elements of the consumer experience.
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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Trends in user-centered design: What you need to know in 2007 that can help your businessSusan Weinscheink of HFI explores the top 5 trends in user-centered design for 2007:
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Getting the Right Participants for a Usability TestDrew Falk, Project Director at HFI, discusses effective, real-world methods to identify and acquire participants for a usability test, administered either in-person or remotely. Learn how you can effectively:
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Managing the knowledge behind business decisions through user-centered design – a case studyJerome Nadel, HFI's Chief of Global Technical Process, and Giovanni Piazza, Ernst & Young's Global Director, Knowledge Web Program, 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. The white paper looks at:
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How to Find Your Executive Usability ChampionMaking usability a mature discipline within your organization is a daunting task—you're asking people to change. If you don't have an executive champion, your efforts will be frustrating and slow at best, and at worst, fail entirely—no matter how compelling your argument or how many colleagues are behind you. In this white paper Susan presents:
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Another Culture, Another MethodThe paper explores the area of methods used in the design process and the need to adapt them for use in different cultures. Users will continue to be influenced by their unique cultures and thus user behavior will continue to vary cross-culturally. In particular, Ms. Chavan discusses the "Bollywood Method" of evaluating the usability of products and designs in India. |
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Usability: A Business CaseIn this paper, Susan Weinschenk, HFI's Chief of Technical Staff, makes the business case for usability, aligning usability efforts with the goals and needs of the organization, and finally implementing usability in a cost-effective way. She shares ideas, research, examples, and case studies, including:
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From Inspiration to Action at A.G. EdwardsPat Malecek, User Experience Manager, 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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Institutionalization of Usability at AnthemHitesh Agrawal and Abhijit Thosar of HFI discuss how Anthem, Inc. attained the training, standards, and resources they needed to create a sustained usability effort. |
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Meeting the Demand for Usability Expertise: An Offshore ModelEric Schaffer, CEO of HFI, and Kath Straub, Chief Scientist at HFI, discuss 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. The paper includes a 12-point checklist of critical success factors for the development of an offshore usability team. |
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A Successful Approach to Implementing a Corporate Web Design StandardDick Rubinstein, Managing Director at HFI, talks about the practices and processes that facilitate the organizational development needed to create a successful Web design standard. The paper includes ten organizational secrets for implementing a successful Web standard. |
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Mentoring for Mainstream UsabilityIn this paper, Susan Weinschenk, HFI's Chief of Technical Staff, talks about mentoring, the process by which an expert teacher/ practitioner quickly and significantly works with team leaders and members to take the group, organization or individual to the next level of strategy, knowledge or performance. The paper discusses:
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RBC Royal Bank's Online Banking InitiativesHFI's Project Director, Jeff Lees, discusses RBC Royal Bank's project for online banking initiatives. He details the high-level goals for the project and the steps that were taken to achieve these goals. The white paper walks through the process that was followed by HFI in support of the project and concludes with what steps are being taken at RBC Royal Bank to institutionalize usability. |
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The Value of an Expert ReviewHFI's Project Director, Wendy Yee, discusses the rationale for Expert Reviews, basic criteria for their use, and best practice circumstances for employing the Expert Review as a diagnostic tool. Included in the white paper is a 5-Step Expert Review Checklist to help you determine if your site or application would benefit from an Expert Review. |
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Keeping Users Stuck to Your SiteColin 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.
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HFI Certification—Fulfilling Your Needs as a PractitionerUsability is more and more critical to online success...
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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The Institutionalization of UsabilityExecutives who are interested in catching the next wave of the information age should hear this message. 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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