Wednesday, October 01, 2014
In the Digital Strategy group at ICF International, my user experience team gets frequent requests for support in planning and carrying out a special kind of inquiry called user research. This practice encompasses usability and a wide range of other investigatory activities that are all aimed at finding out what will work for the people who will use your system.
Thursday, December 20, 2012
From the customer’s point of view, an error message is a crisis. When you’re hit by an error on a website, you’re in trouble – by definition. To make things worse, the message can be so cryptic it stops you dead. A poorly-designed error message drives you to a competitor’s site, on the phone with the call center, back to paper-based processes, or just giving up.
Don’t let this happen to your users! It’ll take work, but make the effort to establish consistent and effective messages and standards for your websites. The end result should be simple; the error message tells your visitors what went wrong, helps them over any barriers, and lets them get on with their business.
Tuesday, January 04, 2011
Customers need websites that work. Business owners need projects that deliver on organizational goals. IT developers need to know what to build. Enter user experience: the profession that bridges the gaps.
Thursday, May 13, 2010
Government work provides profound, often deeply frustrating, and generally amazing wide-reaching opportunities to apply our IA/UX powers in the service of millions. But this year’s Information Architecture Summit had no sessions specifically about IA in government settings.
And so I asked... “Shall we lunch?”
And so I asked... “Shall we lunch?”
Saturday, April 24, 2010
Call it by other names – multi-channel service design, customer relationship management, cross-channel experience design, customer experience. We’re talking about how people interact with a whole system, over time.
Tuesday, March 23, 2010
I daydream occasionally about a hypothetical candy box of doctorates, from which I might some day pluck a thesis to pursue. The creamy center of each potential research project is a variation on the urgent question HEY,WHAT’S REALLY GOING ON HERE!
Friday, January 08, 2010
Imagine standing in front of a wall of cubbies filled with parchment scrolls, and not being to find the Tractatus you know exists in there. Or no – make that try to find the right health insurance claim form on your corporate intranet. Your predicament is as old as civilization itself. And content classification structures, including tools like metadata and taxonomy, were invented thousands of years ago to deal with it.
Tuesday, November 17, 2009
I'm working on a citizen-facing, U.S. government portal in the early stages of becoming an exemplar for e-Government services. I did a peer review to identify other sites that also: 1) Steward and present content from across organizations, 2) Require close inter-organizational coordination for user authentication to deliver secure access to applications and data, and 3) Have to pull everyone involved up by the bootstraps to get the job done.
Tuesday, April 15, 2008
Monday, May 21, 2007
The founders of the Nonprofit Commons sim in Second Life asked me for input on how to improve navigation for visitors to this 3D environment. The sim houses the virtual offices of more than 25 nonprofits, including CARE, Alzheimer Society of Ontario, AngelAID, Transgender Resource Center, Missouri Humanities Council, Techsoup, and the IA Institute.