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Earlier this year I gave a talk at UX London, and it’s no exaggeration to say that it felt like it had taken me my whole career to write...

Change aversion is a concept well known to designers and product managers. It’s the negative reaction users have to changes in your...

When a new technology emerges, there’s an initial trigger. The masses react and become disillusioned, and then the trend slowly builds...

The hardest-working designers – and some of their best design decisions – are the ones you don’t even notice. Have you ever been charged...

At many companies, researchers are like paratroopers. We parachute in for special projects, with the mission of gaining the required...

I’ve just wrapped up one of the biggest remote usability tests I’ve ever carried out in my time at Intercom. To give you an idea of how...

Messaging looks set to disrupt the computing landscape but not for any of the reasons you might expect. Chat’s threaded UI, where all...

Apologies if you clicked on this post expecting a proposal for the next visual design trend to replace flat design. We won’t be having a...

Empathy – understanding another person’s condition – is a foundation of research in product development teams. But ironically, in...

In the past 10 years, I’ve sat in countless meetings in multiple countries where Product Managers at technology companies talked with...

No one was saying that apps are dying. A few weeks ago we published an article entitled “The End of Apps As We Know Them“. The article...

The experience of our primary mobile screen being a bank of app icons that lead to independent destinations is dying. And that changes...

It’s a given developers know their products better than their users but this can lead to a gulf in understanding between them. Listening...

After a 7.5 year international adventure with Google, I’ve joined Intercom as Director of Research. So, what lured me away from the...

Software is most impressive when it gives you things for free. When just a simple few taps or clicks delivers instant value you’re in...

One of the joys of measuring usability on websites is being able to continually improve the user experience. During usability testing, I...

One of the joys of measuring usability on websites is being able to continually improve the user experience. During usability testing, I...

Many online marketers dismiss usability as a critical part of the user experience. A delightful experience requires effective and...

Many online marketers dismiss usability as a critical part of the user experience. A delightful experience requires effective and...