July 26, 2017

One of the funny things about kids is they tend to say exactly what they think. It's no wonder that Walt Disney’s Thumper had to warn “If you can’t say somethin’ nice, don’t say nothin’ at all.” But as adults, we can carry this principle too far – particularly at work. If you can’t find anything nice to say (or think) about an issue at work, ask yourself "Why?"

Is it because you think management is heading down t...

March 11, 2016

It’s not uncommon for brand advocates within marketing teams or agencies to butt heads with user experience teams. A typical conflict scenario involves the marketing team insisting on use of visual language, copy, or product behaviors that support the company’s brand personality, even when these branded approaches don’t follow user expectations. By necessity UX teams, which have traditionally been housed in product development...

October 25, 2015

One of the best pieces of advice I can offer a company that is about to hire a web design firm is don’t try to plan the site yourself. While you probably have ideas of what your dream website should be, these ideas aren’t informed by usability research, or grounded in best practices for the web. Without a guide to help structure the site appropriately, performance will likely be poor. Here’s what you need to know if you’re pla...

April 13, 2015

Recently after completing an online authorization form the vendor invited me to participate in a survey about how well the process worked. The process of completing the authorization was quick and flawless. But then came the survey. The questions were on a point scale of 1-10 without a key that explained the scale. “1” might have represented perfect, but so could “10.” While most survey’s I’ve encountered rely on “10” to repre...

September 3, 2014

Ability to navigate through various levels of content is a critical success factor for any site, but particularly for marketing focused sites. The navigation bar has a number of purposes:

  • The navigation bar gives visitors — your prospects — an overview of the content that is available on your site.

  • The navigation bar keeps visitors oriented as they digest your content so they don't feel lost.

  • The navigation bar pr...

August 18, 2014

Digital technology has changed the communication landscape.

When I started studying communications in undergraduate school I lived in an academic Utopia, where as long as my communication was artfully crafted, anyone who encountered it would listen and believe. Fast forward nearly 20 years. Print media is struggling to survive in a world where millions of disparate voices deliver near-instantaneous opinions online. We...

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