World Usability Day Shoutout To 25 Firms

In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer Experience Rankings, we get consumers to answer several questions about their experiences with companies. One of those questions is “How easy is it to work with this firm?

For our analysis, we take the percentage of consumers that say the company was easy to work with and subtract the percentage that say the company was difficult to work with. Using this net score, we ranked 113 companies. Here are the top 25 firms from last year’s rankings:

(Forrester) Top 25 Firms In Ease Of Use from 2008 CxPi

We just got the data back from our 2009 survey, so I am about to start the analysis for this year’s Customer Experience Index rankings. Look for the results in early December.

The bottom line: Every company should strive to be easier to work with.

It’s World Usability Day!

Welcome to World Usability Day (WUD) 2009. This year’s theme is Designing For A Sustainable World. Sounds like a great objective to me!

Why are Websites confusing, phone menus hard to use, stores difficult to navigate, and new products a struggle to configure?  Because usability is an incredibly underappreciated domain. That’s why I really like the concept of WUD. But it will only have an impact if a lot of people start doing something differently because of WUD. As Mahatma Gandhi said…

Whatever you do will be insignificant, but it is very important that you do it.  

So here is something that you can start doing. For every decision that you make, ask and answer the three questions of Scenario Design that we’ve been using at Forrester for more than a decade (which I also endorsed for National Design Week):

  1. Who are your users?
  2. What are their goals?
  3. How can you help them achieve those goals?

The bottom line: Let’s improve the world!

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