Russ Bennett
@RussJBennett
Fascinated by the intersection of learning design & UX. Tell stories that matter so hearers become doers. UX @ IBM. Tweets my own.
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"Growth and comfort do not co-exist." career wisdom from former IBM CEO Ginni Rometty
Very creative single-take video that includes all the product features in one narrative: ow.ly/Q7Gs50zb8nY IBM Sterling
Site feedback gone awry. Implies a company can't figure out their site's web problems in any other way. User is already there b/c frustrated. Particularly intrusive on mobile. #ux #research
A 48 hour maintenance window on a server indeed makes life easier for one person, but not the user. #ux #uptime
Really like this new ad for IBM's love for problem-solving: ow.ly/Oh8P50vZMFB Knowledge of how to do stuff can be a competitive advantage.
Absurd design: Recording a hold music loop with voices makes sense to customer service but means user hears same message repeated over and over. Can't put the phone down because voice sounds like a rep coming on. Should time out after 1 cycle. #ux #cx
Hold music that includes voices is poor UX because user can't multitask. Each time a voice comes on they think it's a real agent. Makes user's time on hold even less productive. #ux #cx #chatbot
Hypothesis: username and password creation are a huge source of friction. Privacy concerns prevent user testing.
Good summary from Nielsen Norman on why smaller numbers of users are better for rapid iterations. ow.ly/D9q430n98C5
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Usability Testing w. 5 Users: Design Process (video 1 of 3)
A pencil is a creative tool but can cause injury if used incorrectly. Good analysis of Design Thinking's potential by IBMer Karel Vredenburg: ow.ly/lpna30n1fAA
Great overview from Nielsen Norman on UX mapping tools. I use several of these regularly: ow.ly/4VcX30lTlZT #ux
To redesign customer experience, Delta mapped customer journey by tracking heart rate of volunteer users through 11 stress points of their airport experience. Brilliant!
IBM-commissioned report on the business impact of using Design Thinking: ow.ly/RnoN30lTlTi #ux
Most login systems are cruel & punishing to users by being: Abstract: "Choose security question: What's your favorite stoplight?" Intrusive: "What is your mother's maiden name?" Obscure: "What's your relative's SSN?" Complex: "Use alphanumeric password with 2 special characters"
Ebbinghaus Forgetting Curve: fascinating exploration of how people forget as time goes on. This is the core idea behind Anki's flashcards.
Helpful research on credibility of web articles from Stanford: ow.ly/tCTN30lTlPO #ux
This slide really hits home for most organizations. #designthinking #servicedesign
Egos, not market forces, may be single biggest enemy of successful teams. Consequences of egos amplified higher you go in an organization.
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