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Office workers waste time fixing printers

In a survey of 2,000 UK office workers a quarter said that printers are the products they spend most time trying to fix. Half said they sometimes have to spend up to 10 minutes fixing jams. According to the survey, IT departments are more concerned about the cost of printers than the long term expense of bad usability.


  • Usability is neglected in favour of cost-cutting Open link in new window

Henrik Olsen - November 15, 2006 - via Usability In The News

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See also: Research (129) 



How to transform field studies into features and functionality

Stephen Cox from the Australian consultancy Intuity has published a presentation with an overview of how to conduct field studies. The presentation features a case story about how a study of sports fans was transformed into improvements of the FOX Sports website.


Henrik Olsen - September 06, 2006 - via putting people first

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See also: User research (23)  Talks and presentations (18) 



MyTravel redesign increases online booking conversion by 20%

A major redesign of MyTravel has increased their online booking conversion by 20%. Streamlining the booking process reduced booking times by up to 40% and resulted in a 10% improvement in conversion. A more intuitive navigation structure and better use of page real estate improved conversion by a further 10%.


  • ROI: MyTravel Redesign increases online Booking Conversion by 20% Open link in new window

Henrik Olsen - September 05, 2006 - via Usernomics

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See also: Cost-justification and ROI (27) 



Video about user experience design at Google

Here's a 30 minute video presentation starring Jen Fitzpatrick, manager of the Google user experience team. She shares examples of how Google have improve the design of their products through user studies, log analysis, and feedback from customer support.


  • The video The Science and Art of User Experience at Google. Open link in new window

Henrik Olsen - July 11, 2006 - via Putting People First

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See also: Audio and video (48)  Talks and presentations (18) 



Squidoo eyetracked

Seth Godin has published a video of an eyetracking study where you can see how users explore

"The biggest lesson wasn't news to me, but it might be to your boss: your prospects are not rational and organized and linear. You can't count on them sitting still and hearing your story from beginning to end. They won't."

"The answer is not to try to change human nature. It's to embrace the hunting skills that people are bringing online (and to their daily offline media consumption) and to make your media match their needs."


  • The blog post What I learned from eye tracking Open link in new window

Henrik Olsen - May 30, 2006

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See also: Eye-tracking (14)  Audio and video (48) 



Five eyetracking cases

Etre has published five examples from an eyetracking study of five UK web-sites, including:


Each example is commented with analysis of how the users explored the sites' homepages and how the layout of homepages performed.


  • Five days / five heatmaps Open link in new window

Henrik Olsen - May 17, 2006

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See also: Eye-tracking (14) 



Video of the Office 2007 interface

Here's a video of the new Office 2007 interface. It explains how the new interface works and gives insight into the creation process.


  • Video of the Office 2007 interface Open link in new window

Henrik Olsen - April 19, 2006 - via ICE

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See also: Audio and video (48) 



User-centred design cuts support calls by 90%

Here's a great case on how prototyping and early involvement of users pays off. Because McAfee made user interface design of their ProtectionPilot a prime directive, they ended up with a great product and received approximately one-tenth of the support calls that the company would expect.

The article lists 23 tips gleaned from McAfee and their design team.


  • Clean, cutting-edge UI design cuts McAfee's support calls by 90% Open link in new window

Henrik Olsen - October 17, 2005 - via Dey Alexander

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See also: Cost-justification and ROI (27)  Prototyping and wireframing (119)  Usability testing (68) 



How to use eyetracking for website redesigns

This case study by Eyetools demonstrates how eyetracking analysis can be used for guiding a redesign of a website. The before and after heat maps reveal significant improvements to users attention to content and navigation on a home page.


Henrik Olsen - March 24, 2005

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See also: Eye-tracking (14) 



Personas and the customer decision-making process

The Q3 2003 issue of GUUUI features a case study showing how the use of personas can help us capture the nature of online customers and design for their needs and concerns, as they progress through the customer decision-making process.


Henrik Olsen - July 01, 2003

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See also: Personas (19) 


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