• Writing open-ended and closed-ended questions for user research

    • Posted in UX

    So you have decided to conduct a usability test for your product —so as to understand your product from the users’ perspective. You then realize that you have to come up with relevant questions to ask participants.

    That sounds like a piece of cake,” some may presume. 

    Writing effective usability questions seems deceptively easy, but the harsh reality is it’s not as simple as you may think it is. There are quite a number of mistakes to avoid. 

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  • The Importance of Customer Experience Management – Statistics and Trends [Infographic]

    Customer experience management statistics and trends

    Did you know that 99% of Customer Experience and Success leaders believe Customer Experience Management  has a positive impact on their business. Customer experience is estimated to overtake price and product as the key brand differentiator by 2020 whereas 86% of consumers are willing to pay more for a great customer experience and 89% of companies expect to compete mostly or completely on the basis of Customer Experience in 2019. Check out our infographic on “The Importance of Customer Experience Management” for latest statistics and trends.


    Infographic by-

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  • Writing effective qualitative research notes

    • Posted in UX

    With all the hype around video and voice recordings, it’s easy to think that note-taking is no longer necessary. Let’s face it, this is 2019 and digital devices have since remodeled the way we gather information in any research. But, some of us still swear by pen and paper —and this comes with its own set of advantages and disadvantages. 

    Whether we are conducting a focus group, or we are carrying out in-depth customer interviews. Or, maybe we are conducting a usability test to eliminate the risk of creating a wrong website. Whatever the case, taking notes is, and will

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  • Using session replay videos to identify conversion problems on a website

    Gone are the days when designers, marketers and product developers solely depended on recruiting end-users to get relevant insights into their thought process and experience on a certain website.

    Conducting usability studies and watching users navigate through the site had its own pros and it yielded an enormous value that ultimately helped UX designers and marketers deliver a superb user experience. 

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  • What is the impact of a page on the site conversion rate?

    One of the questions you should deal with in CRO is the impact a particular page (the homepage for example) or class of pages (product or category pages) on the overall website conversion rate. The answer to that question determines the impact of optimizing that page on your bottom line.

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  • Stop confusing usability with conversion

    Most of the conversion optimization work that I see nowadays is an over-architected usability fix deployed as AB tests.

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  • Beware of mind games

    Coming from a development background, I made sure that we hire some of the best developers to work on FigPii – the platform has been the internal tool we use to conduct our CRO projects.

    But I had an issue with one of our senior developers. As he starts working on a new feature, he will review all the previous code and come up with better ways to write it. He will refactor the code and clean it up. And he will do this again and again.

    With every new feature he worked on, we ended up with a better-written

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  • My thoughts on Basecamp new head of marketing position

    I have been a fan of the work from Basecamp for a long time. Started using some of their products back in 2006, read all the books they published and tried to implement some of their suggestions at Invesp.

    Ayat mentioned that Jason posted recently about a new position at Basecamp – a head of marketing. So, before reading the job details and what it entails, I thought to myself, if I were responsible for hiring a “head of marketing” at Basecamp, what would I ask him to do?

    This would also make for an interesting case study away from many of the

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    Conversion Optimization

    The Art and Science of Converting Prospects to Customers

    By Khalid Saleh and Ayat Shukairy

    Get a Copy