It’s World Usability Day!

Welcome to World Usability Day (WUD) 2009. This year’s theme is Designing For A Sustainable World. Sounds like a great objective to me!

Why are Websites confusing, phone menus hard to use, stores difficult to navigate, and new products a struggle to configure?  Because usability is an incredibly underappreciated domain. That’s why I really like the concept of WUD. But it will only have an impact if a lot of people start doing something differently because of WUD. As Mahatma Gandhi said…

Whatever you do will be insignificant, but it is very important that you do it.  

So here is something that you can start doing. For every decision that you make, ask and answer the three questions of Scenario Design that we’ve been using at Forrester for more than a decade (which I also endorsed for National Design Week):

  1. Who are your users?
  2. What are their goals?
  3. How can you help them achieve those goals?

The bottom line: Let’s improve the world!

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

One thought on “It’s World Usability Day!”

  1. It’s great to see that some Customer Experience folks are starting recognize the value of Usability and User Experience design.

    Usability is a field with lots of passionate people in it, all of whom have a daily mission in life to create better experience for consumers.

    We’re not always so good about making the business case for our services though – this is where I hope CEM can help 🙂

    Thanks Bruce,

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