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Where is Your UX Compass Pointing?

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Bentley User Experience Center Webinar

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Where is Your UX Compass Pointing? A Case Study of a New Experience Scorecard to Measure Overall Product Sentiment and Drive Design Priorities

Most UX metrics are focused on measuring an experience with products and services during, or immediately after an interaction. However, the residual sentiment or feeling someone about a product or service long after the experience is also critical since it drives future behavior, such as retention (revisits), new product adoption, purchase decisions, and recommendations to others. In this webinar we will share a case study that measures overall product sentiment from a holistic perspective, including usability, design, content, brand, and emotional experience with three different streaming services (Netflix, Amazon, and Hulu).

The experience scorecard features metrics that allow us to see how each product stacks up against one another from a variety of perspectives. Just as important, the experience scorecard is used to identify key aspects of the experience that are underperforming relative to the competition, and provides a clear set of design priorities to improve the overall user experience.

Presented by: Bill Albert, Executive Director, Bentley University User Experience Center

Bill Albert is Executive Director of the Bentley University User Experience Center. Albert brings more than 20 years of experience in UX research, design, and strategy to his role leading the center. He has expertise in qualitative and quantitative user research methods, service design, and user experience strategy. Some of his recent clients include: Philips Healthcare, American Express, Hearst Media, ESPN, TD Bank, Ericsson, and HubSpot.

Prior to joining Bentley, Albert was Director of User Experience at Fidelity Investments, and Senior User Interface Researcher at Lycos.Albert has published and presented his research at more than 50 national and international conferences, including keynotes at UX Hong Kong, UX India, and Ergo Design (Brazil). He co-wrote (with Tom Tullis) the first book on usability metrics, Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics (first edition 2008, second edition 2013). He also co-wrote (with Tom Tullis and Donna Tedesco), Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies in 2010. Albert is Co-Editor in Chief of the Journal of Usability Studies.Albert has been awarded prestigious fellowships through the University of California Santa Barbara and the Japanese Government for his research in human factors and spatial cognition.

He received his BA and MA degrees from the University of Washington (Geographic Information Systems) and his PhD from Boston University (Spatial Cognition). He completed a post-doc at Nissan Cambridge Basic Research (affiliated with the MIT Media Lab).

Bentley User Experience Center

The Bentley UXC is a global user experience consulting group based at Bentley University. Established in 1999, we have provided hundreds of clients around the world with user experience research, design, and strategy services.Our unique position as consulting group within Bentley University allows us to provide clients with expertise and solutions that drive better business outcomes. We are a small team of UX experts who bring decades of working experience in the industry. Our affiliation with the master’s program in Human Factors in Information Design allows us to leverage graduate student talent to work under the direction of our small team of UX experts on client projects.

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