Design Research and Strategy
In an interesting study, researchers at UBC have found that customers express higher satisfaction when they’re served by white men than by women or people of colour — even when their behaviour is exactly the same. Marketing professor Karl Aquino expressed surprise at the findings, as he told The Globe and Mail
“We had thought there [...]
Categories: Research Methods · customer satisfaction · feminism · methods · qualitative research · quantitative research · sociology · surveys
Folks,
Below is a (very!) brief overview of online surveys. This slideshow, via slideshare, is intended for people in the Web design industry. IAs, designers, media planners, strategists, usability researchers, and producers will learn if they should, in fact, do a survey.
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Categories: Research Methods · customer satisfaction · design · quantitative research · surveys · user experience
Brands have few opportunities to come alive, and the Web is one of those opportunities. Make sure the brand gives off the right impression. Researchers have found that a company’s Web site particularly shapes how a person views that company’s innovation and concern for its customers. In other words, the Web site is even more [...]
Categories: brand · customer satisfaction · design · goffman · qualitative research · user experience
We all seem to be running out of time. Time use is an important but often overlooked aspect of design. What do designers need to know about time and time use?
Types of Time
We don’t all use or experience time in the same way. Scholars call two types of time “monochroncity” and “polychronicity.” Polychronicity is defined [...]
Categories: customer satisfaction · design · technology design · time · time use · user experience
Many readers seem to enjoy my qualitative versus quantitative research post. I take this to mean that designers are hungry insight that beyond the requisite (and useless) customer satisfaction survey.
I’m not a huge fan of customer satisfaction surveys because they are usually 100% reliable but 0% valid; they tell you nothing (but consistently tell [...]
Categories: Research Methods · customer satisfaction · product design · quantitative research