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Category Archives: User Experience Engineering

How Is an iPod Similar to a Contact Center?

Written on December 22, 2009 at 12:50 am, by

During a field study that included a major financial institution’s contact center, a senior manager grabbed my attention with this nugget: “every second is a full-time employee in our world” [1]. He went on to describe how, if the average-call  Continue Reading »

User Experience Engineering Essentials: Series Introduction

Written on August 1, 2007 at 9:00 am, by

This post is the first in a series of 16, originally published on April 15th, 2006 as the “UXE White Paper: User Experience Engineering Essentials.” I coined the term “User experience engineering (UXE)” to describe a structured research, design, and  Continue Reading »

What is User Experience Engineering? (UXE Essentials Series)

Written on July 1, 2007 at 9:00 am, by

User experience engineering (UXE) is a structured research, design, and evaluation process whose goal is to make user interactions with a product or service easy, efficient, and enjoyable. UXE methods can be and are applied to the development of virtually  Continue Reading »

The Visceral Level (UXE Essentials Series)

Written on June 1, 2007 at 9:00 am, by

Although certain personality traits moderate visceral influences [17], the visceral level of experience is largely pre-wired and biologically determined. We have evolved visceral responses that attract us to objects and environments that provide a survival advantage and repel us from  Continue Reading »

The Behavioral Level (UXE Essentials Series)

Written on May 1, 2007 at 9:00 am, by

Designing for the visceral level of experience attracts attention and may motivate a customer to buy a product. But consider what can happen when the product does not deliver at the behavioral level what it implies at the visceral: Shortly  Continue Reading »