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Usability

Usability is the ease of use and learnability of a human-made object. (source: Wikipedia)

Cross-channel usability: Creating a consistent user experience

Experience happens between the channels.

“A consistent user experience, regardless of channel, is one of the 4 key elements of a usable cross-channel experience. Consistency across channels helps build trust with customers. (…) As companies and organizations design for the larger user experience, it’s important to consider consistency across all channels. Consistent experiences help users build trust with the organization. Each interaction is part of the overall user experience with a company. If the user experience isn’t consistent across channels, users will question the organization’s credibility.”

(Janelle Estes ~ NNGroup)

Bridging the CEO credibility gap

So, grow-up you UX community.

“Unfortunately, boardroom UX literacy does not develop by itself. It is the role of UX leaders to create an environment in which it can develop within their companies’ leadership teams and to provide meaningful data to which it can be applied. (…) I would suggest that the root cause leading to CEOs remaining underserved by the typical usability data available to them is a continued lack of business leadership focus and practice understanding among the UX community.”

(Daniel Rosenberg ~ Interactions March-April 2013)