Entangled.com

What are customer contact points? Customer contact points are those points of contact at which businesses interact directly with their customers. This can include, for example, in-person communication, telephone conversations, interaction through the Internet, company-sponsored kiosks, and in-person customer support. Most businesses generally know what their customer contact points are, but many don’t seem to [...]

Recently I’ve been thinking a lot about how we use usability in the design process or more specifically, our impetus for doing usability. When most people think of usability testing, they think of a user sitting in front of an application, talking about what they think about the application…and in some ways that’s pretty much [...]

Back when I was working as an intern at Microsoft (over a decade ago!) I wrote a couple of articles for my site Process Magic (now not much more than an example of what web design used to look like). I came across this one the other day and found it still relevant, so I [...]