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Our latest observations in user experience research.

Tag Archive: customer experience

Find Your Fit: 9 Questions to Evaluate Potential User Experience Research Partners

Tetris blocks UX research firm fit

Let’s face it, none of us have infinite resources available at our jobs. You don’t always have the available expertise to get the user experience insights you need for every critical project. If you want to ensure that your user experience investments support their business objectives to reduce costs, increase revenue, enhance customer loyalty, or […]

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3 Habits of Customer-Centric Leaders

Habits of Customer-Centric Leaders

At AnswerLab, we develop insights and advice to help the world’s leading brands create exceptional digital experiences. Working with companies like Amazon, Google, Facebook, FedEx, Wells Fargo, and Walmart, I frequently see the habits and mindsets of digital leaders who succeed and those who fail. In my experience, building a winning digital experience starts with […]

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5 Key Strategies of Customer-Centric Companies

Customer experience focus

Companies that place a high value on customer experience dominate their markets — think Amazon, Facebook and Google. Through our work here at AnswerLab, I’ve seen first-hand how these companies operate. At the highest levels of the organization, they prioritize understanding customers and offering ways to simplify their lives. Here’s what the leading firms are doing […]

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Smartwatch Value Driver #4:
Leverage the Device Ecosystem

SW 4

Pop Quiz: Which of the following is best for extended content consumption? A) Tablet B) Newspaper C) Smartwatch If you chose ‘C,’ you’re absolutely incorr— PARDON THE INTERRUPTION. To continue reading, please switch to another device. Jarring, right? Downright annoying, actually. Smartwatch users hate mid-task interruptions, too, as we learned during our research partnership with […]

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UX Trend Watch:
Financial Services and Financial Advisor Interactions

Client and financial advisor review information on a tablet

One of the most interesting aspects of working in user experience is the opportunity to observe the way technology disrupts and re-shapes behaviors and relationships in business. This is particularly true in the financial services sector, where the advisor/client relationship continues to evolve as financial tools and information become more widely accessible to consumers. Prior […]

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Zipcar Puts the Customer in the Driver’s Seat and Delivers a Holistic User Experience


At AnswerLab, we advise many companies that grapple with a substantial strategic challenge: How to ensure they provide a seamless, unified customer experience across channels, including online, mobile, brick-n-mortar, and phone. Zipcar is clearly rising to the challenge, providing a holistic user experience across touchpoints. After joining AnswerLab in July, I signed up for a […]

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