You don’t know what you think you know. Metrics only tell half the tale.

I always feel a little bad when I inevitably silence the room with a simple question.

It’s amazing how many times I report back to a client about a bad user experience and someone in the group reports back, “Oh, yeah, we knew that’s bad.”

Clean, usable forms, good functionality, and sometimes even nice bells & whistles. So while USABILITY may be high, USER EXPERIENCE often is not.
What’s the difference?

There’s a lot of hype around the South-by-Southwest Interactive Conference, and much of it is about parties. While parties are fun, I’m going to seek out a few things specifically. Here are my top 5. Please let me know if there are things I shouldn’t miss or if you’ll be there, too! Sessions start today, [...]

According to this story on NPR, only infants go to the Emergency Room at a higher rate than people 75 and older. But in most cases, the experience at the ER does not reflect this