Process: Tools

The more senior your customers are in their profession, the harder it is to get them to talk to your UX researchers. Fortunately, these customers are already communicating with your company via other avenues and constantly feed insights to your sales team, customer-success managers, and marketing specialists.

Businesses receive a lot of exploratory feedback through all these channels: customers report their problems and blockers, make requests, ask questions about sales demos, and express their doubts during business-development qualification calls. All of this is valuable information, but without a robust system in place, businesses fail to capture and use it effectively. Read More

My company built Airtime UX on the assumption that a collaborative, continuous research practice is superior to a dedicated research team’s running big-budget, discrete research projects several times a year—in many cases, working in isolation from one another. Collaborative research is effective because a whole product team can gain insights instantly while also getting face time with clients. Plus, collaborative research breaks down organizational silos. Continuous research is effective because having regular, light touchpoints keeps your client relationships going, lets you iterate product designs on the fly, and costs less.

Let’s assume that the many benefits of this research paradigm have convinced you and that you now want to adopt collaborative, continuous research in your company. While you can involve more colleagues from more product teams in your research, you’ll also have to book more, albeit shorter appointments with outside research participants. This involves a lot of additional administrative effort. Read More

Committing to Web accessibility can shift the outlook of your entire business. When you design your Web site while keeping accessibility in mind, you not only benefit users with disabilities but also help in building a better experience for all your users and consequently improving brand perception.

So, if you want to develop a new Web site for your business, you must build a team that is proficient in making Web sites that are fully accessible for all users. In this article, I’ll describe accessible design elements and how to incorporate them into your Web site to make it easily accessible to all. Read More