Janine and I co-wrote an article for Smashing Magazine, in which we uncovered and analyzed the deceptively difficult process of buying bedsheets on three popular ecommerce sites. It just might send you walking over to your local department store in real life – out of exasperation! On real feet! Enjoy the article here.

I recently received a call from a prospective client — a really nice person, as it turns out — who conducted the entire call on speakerphone. It was a brief call and its main purpose was simply to set up a meeting, but when it was over I found that I had a slight negative [...]

In our continuing “usability deathmatch” series, we pitted the Amazon Kindle 2 against the Sony eReader. Will it be a slam dunk? read our report and see! You can download your very own copy
… or read it right here:
Kindle v Sony – FINAL –

We just finished a report that compares Microsoft’s new search engine, Bing, with Google.
Our goal for this study was to gather users’ general impressions of the Google and Bing search engines, including overall functionality, presentation of content, and overall fit with user expectations and needs. We also wanted to see how much attention users [...]

We know from many years of usability testing with financial services and insurance companies that getting customers or members to “go paperless” can represent real cost savings – not to mention the environmental impact of all that paper and printing. So, upon logging into my Citi credit card account, I was not surprised to [...]