November 1, 2011 — User experience design isn’t just about building wireframes and Photoshop mock-ups. It extends to areas that you wouldn’t necessarily think are part of the discipline. For example, your customer service department can have a huge impact on your website’s overall user … Read More…

September 20, 2011 — Metrics can be a touchy subject in design. When I say things like, “Designers should embrace A/B testing” or “Metrics can improve design,” I often hear concerns. Many designers tell me they feel that metrics displace creativity or create a paint-by-numbers scenario. They … Read More…

August 17, 2011 — I read a lot of design articles about best practices for improving the flow of sign-up forms. Most of these articles offer great advice, such as minimizing the number of steps, asking for as little information up front as possible, and providing clear feedback on the status … Read More…