Senior User Experience Designer and Researcher, IBM
Stephen is a Senior User Experience Designer and Researcher in the IBM CIO Design group. During his career of over 20 years in information technology, he has applied a user-centric approach to interface design across the domains of communications, pharmaceuticals, healthcare, sales and marketing, and support. In his current role, he is responsible for gathering, visualizing, and making readily available measures of UX health for tools and applications that IBM employees use, in the mission to “make work better.” Stephen enjoys the challenge of making data speak, but even more, enjoys speaking with users, “I never fail to learn something with I speak with an end-user.” He earned his B.A. in Experimental Psychology at Northwestern University, then conducted graduate studies in Human Factors Psychology at North Carolina State University. In his leisure time he enjoys hiking and mountain biking – go up to go down.
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 […]