Who, Not How Many, Should be the Real Question

Whenever we execute user testing, you want to get it right the first time. After all, testing takes time, resources, and effort. And by the time you’re at a…Read more

Thriving or Merely Coping? When Good May Not Be Good

There can be a huge difference between a “Yes” and a “Yes.”

Context is everything and when you’re reaching out to customers and users for…Read more

A Recipe for UX Success

Delivering a satisfying digital solution using UX research is no different than cooking a meal for a crowd -- you need to know the audience, have the right…Read more

Getting to the Heart of Pain Takes the Right People, Reasons, and Discussions

Over the past couple of weeks, I’ve spent a lot of time negotiating pain. Nothing personal, mind you, but working professionally to help both clients and groups…Read more

Title We’re Down with UXC (Yeah, You Know Me!)

A little while ago, I mentioned that my title has changed. Sure, I’ve still got the content strategy gig, but what’s formalized has been my role as a UX Research…Read more

Honestly, Customer Service Starts at “Home”

Whether or not we consciously think about it, our social interactions -- both online and off -- colour our perspectives of the companies and brands with which we…Read more

Can We Talk? Planning the First Step Along the Path to Better

Take a look at the bottom right corner of this blog post. See it? That Echidna-red “speech bubble”? Go ahead… click on it. I’ll wait!

That’s right. A…Read more

Successfully Merging Design and Development? Communication is Key

Communications is the key to unlocking success. But what does that mean? And what role can we play to make sure that we’re all speaking the same language…Read more

A Persona I Could Learn to Love

There’s an old adage about how you can’t teach an old dog new tricks. I’ve never been a fan of that term -- and not just because there’s a little more grey…Read more

Where Tech Fails, Humans Can Prevail

When you’re a company that deals in products and/or services, customer service is key to ongoing sustainability. And one key to delivering superlative…Read more

User Journeys are Taking Off: “Plane” Thoughts on Personalization’s Future

For most people, spontaneity isn’t a big motivator to purchase something. Sure, there are impulse buys here and there (there’s a reason why gum and…Read more