Links for Chapter 10: Usability and Customer Experience

—background on usability testing.

—detailed definition of usability.

—description of the ‘napkin’ test for usability.

—tips for writing good usability testing scenarios.

—more examples of scenarios; we focus on the shorter goal- and task-based scenarios.

—background on the design thinking movement, and its ties to usability and prototyping.

—example of how even the most successful digital businesses have usability issues; in this case, an Amazon mobile app.

—argument that even Apple, known for its design prowess, can wrongly prioritize good looks over usability.

—usability problems with new voice interfaces to intelligent assistants such as Alexa and Siri.

—popular service for remote usability testing.