21 Jul 2006 0540H

Credit Suisse and User Experience

But they required an American to come in and help them see though. Of course, it could very well have been Swiss, or Chinese, or whomever: we have no national or ethnic hold on user experience improvements. There are some great things happening here. First, stakeholder buy-in at the managerial level — this helps support the mission. Next, direct user behavior observation translating to small but cumulative improvements in the experience, which will all translate to brand loyalty (and profitability). Finally, this quote:

McQuillen just grins and shakes his head. What he does, he says, is really pretty simple. “I’d like to make it sound like we’re using rigorous science, but we make it up as we go along and stick with the things that work.

“You can do this stuff in two or three days–you don’t have to spend half a million dollars on research. Just go and observe.”

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