A Conversation with Eleanor Roosevelt on Design Research
A few weeks ago, I watched the movie Moneyball, which I never saw back when it was in theaters because sports don’t interest me, and it looked like a movie about baseball. Yawn.
But it’s not really about baseball. It’s about how traditions and bad habits wind up undermining organizations …
Membership Analysis: The Huntington Historical Society
First Lady and Diplomat Eleanor Roosevelt broke her 56 years of silence this week to talk with me about customer surveys and what exactly she meant when she said, “You wouldn’t worry so much about what other people think of you if you realized how seldom they do.”
Focus Groups vs User Interviews: Which Is Better for Uncovering User Needs and Business Opportunities?
I join one of my favorite local organizations, the Huntington Historical Society, and share some ideas as to how organizations can improve their membership onboarding processes along the way.
Here's Why You Hate Your Computer
Spoiler: Think twice before investing in focus groups.
Boiling the double layer pumpkin Oreo cheesecake
A form is not a conversation between a person and a machine. It’s a conversation between the person entering the information and another person who will later use that information. The software interface isn’t an end in itself.
Making it plain: Improving website navigation to help patients find the information they need
In organizations starved of customer data, change is best served in small bites.
McKinsey on the Business Value of Design
What happens when people can’t find the information they need on your website? Here’s a look at how content can impact business operations and brand perception.
Form Matters: Using Google Analytics to Uncover Revenue Leaks
McKinsey’s report is the result of a five-year study analyzing 2 million pieces of financial data and 100,000 design actions from 300 companies. The researchers found that design-driven companies had 32% more revenue compared to other companies.
The companies demonstrated four common qualities …
Measuring Time in Bananas
A look at how quantitative research can impact revenue. Open up your analytics dashboard and see how you can identify friction points that may be preventing customers on some browsers and operating systems from completing transactions.
A package of bananas in a Korean market demonstrates the power of customer research.