AI may be rapidly increasing the speed at which we can generate software and find answers, but where there’s an interface for a human, interactions aren’t always smooth. As AI providers compete for users, they add features. Although features add capabilities, they can also add complexity. Simple chat interfaces are giving way to tabbed experiences
UX researchers use a lot of rating scales. We recommend using standardized rating scales when possible. One of the benefits of some standardized scales, such as the SUS, SUPR-Q®, and UX-Lite®, is that you have a reference database of historical data. But there’s not always a standardized questionnaire for everything you’re hoping to measure, so
It’s hard to beat the convenience of shopping for clothing online. You don’t have to worry about when the store will close or finding parking, and getting a price comparison with other stores is just a few clicks away. On websites, you can easily search for clothing using keywords, and it’s simple to see the
The UX-Lite® is a relatively new but increasingly popular metric for UX research. Its two items generate an overall score and subscale scores on ease and usefulness from 0 to 100. The UX-Lite predicts future product usage as well as or better than the original and longer Technology Acceptance Model (TAM). The ease score also
People spend a lot of money (and time) on online purchases, most of that on what we call mass merchant retail websites. The US Census Bureau estimates Q3 2025 retail e-commerce sales at $310B (15.8% of total retail sales that quarter). Spending continues to grow but is tempered by inflation, making shoppers more economically pessimistic
Banking isn’t limited by borders. No matter what language you speak, there’s a universal need to save and access money, check balances, transfer money, and pay people. What’s also universal with digital banking is the inevitable friction caused by security concerns and troublesome user interfaces. While our previous SUPR-Q® benchmark reports have focused on U.S.
We developed the SUPR-Qm® to measure the uniqueness of the mobile app user experience. You can measure mobile apps using technology-agnostic questionnaires such as the UX-Lite® and SUS. But our research and experience suggest that the mobile app experience warrants a tailored questionnaire, like how the SUPR-Q is for websites. People have different expectations for
AI is rapidly changing. By the time we write about the latest features and performance benchmarks, they are replaced by newer features and benchmarks. But are all those features and benchmarks noticed by users? Perhaps. The speed of change in AI shouldn’t stop us from taking a snapshot of the user experience. Even with rapidly
User experience research has a wide variety of methods. The variety can be both inspiring and daunting—where do you start, what should you master? We recommend two approaches to extend your knowledge of UX methods. First, understand how the many methods relate by reviewing our taxonomy. Second, understand which methods are used the most and
Pets aren’t just family; they’re big business. The expectation for the U.S. is that owners will spend a total of $157 billion by the end of 2025 and will spend close to $200 billion in 2030. In 2024, U.S. pet owners spent over $28 billion buying pet food and supplies online (up 2.6% year-over-year), with
