Design Research Practice Lead, IBM
Brian Utesch is a Senior Technical Staff Member and Design Research Practice Lead in IBM Digital Sales. He has 20+ years of industry experience working as both a subject matter expert and user experience manager for a variety of corporations including NCR, Bell Northern Research, Nortel Networks, Sprint, and IBM. Brian is a recognized expert in human-computer interaction and design research methodologies and has significant worldwide client interaction. He received his Ph.D. in Human Factors Psychology from Wichita State University and his B.A. in Psychology from Baylor University and is a Certified User Experience Professional (CUXP).
Businesses strive to monetize the relationship between user sentiment and success outcomes including user adoption, user retention, and revenue. Customer satisfaction is embraced as a top predictor of success. There are of course many ways that satisfaction can be measured. We will review several methods of measuring user satisfaction, including simple Likert scale measures of […]