The Distribution of Users’ Computer Skills: Worse Than You Think

This is what level-1 people can do: “Tasks typically require the use of widely available and familiar technology applications, such as email software or a web browser. There is little or no navigation required to access the information or commands required to solve the problem. The problem may be solved regardless of the respondent’s awareness and use of specific tools and functions (e.g. a sort function). The tasks involve few steps and a minimal number of operators. At the cognitive level, the respondent can readily infer the goal from the task statement; problem resolution requires the

The Distribution of Users’ Computer Skills: Worse Than You Think
UX Mapping Methods Compared: A Cheat Sheet

Designing and developing a product often involves a large team of people with different backgrounds and experiences who must be on the same page about the project goals, the user needs and behaviors, and even the component processes involved. This common understanding is often built with visualizations (commonly referred to as mappings). Mappings make sense

UX Mapping Methods Compared: A Cheat Sheet
Why Personas Fail

Personas are my jam. I teach a full-day training course on them: what they are, why they work, how to create them, and how to use them to do great work. I love teaching this course because personas are one of the most abstract components in the very analytical discipline that is UX. I love

Why Personas Fail
Branding an Intranet

Most Intranets are created and owned by IT, HR, Corporate Communications, or a combination of these departments. While these teams have the necessary skills to create and maintain great intranets, they don’t usually include experts in branding. Thus, intranets frequently lack a brand identity. A weak or nonexistent intranet brand leads to poor credibility, adoption

Branding an Intranet
Intranet Design After a Merger or Acquisition

Personnel-related features and content, and terminology and brand-related content are most sensitive post merger. For example, the brand team may dictate that the acquired company’s  brand names not be mentioned at all on the external website. However, that need not be the case on the intranet. For example, assume that the acquired brand Acme is replaced with Roadrunner. On the intranet, writers should be free to still mention the deprecated brand’s name, referring to it as “what used to be Acme” or as “Roadrunner (formerly known as Acme).”  Some intranets find success using the

Intranet Design After a Merger or Acquisition



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Branding | Intelligent Assistants Have Poor Usability: A User Study of Alexa, Google Assistant, and Siri