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The slides and links below are from a presentation at UPA Boston Mini-Conf 2011.

Tools mentioned in the presentation

Clickstream Data

• Google Analytics (robust clickstream data)
• Adobe Omniture (robust clickstream data)
• IBM CoreMetrics (robust clickstream data)
• CrazyEgg (heat maps)
• ABTests.com (A/B testing)
• Google Website Optimizer (A/B and multivariate testing)
• Facebook Insights
• Social Bakers Facebook Statistics

Competitive Data

• Google Insights for Search (search term trends)
• Compete.com (competitor search term data)
• Google Keywords Finder Tool

Surveys

• 4Q (customer satisfaction survey)

Resources mentioned in the presentation

• Google Analtyics Event Tracking Guide (tracking non-html events such as PDF downloads and Flash movie plays)
• Search Patterns: Design for Discovery (book by Peter Morville and Jeffrey Callender)

People mentioned in the presentation

Dana Chisnell
@danachis
Co-author: Handbook of Usability Testing
www.usabilityworks.net

Richard Dalton
@mauvyrusset
Presentation: A Practical Guide to Measuring the User Experience

Avinash Kaushik
@avinash
Blog Post: Rethink Web Analytics: Introducing Web Analytics 2.0

Lynne Polischuik
@lynneux
AnalyticsForUX.com

Erin Richey
@erinjo
Presentation: Qualitative / Quantitative – Learn More About Your Users With Web Analytics

We often want to persuade people to prioritize customer control, both online and offline. We’re not going to convince our business colleagues by citing Shneiderman’s Eight Golden Rules of Interface Design or Tognazzini’s First Principles, so here’s a story that might do the job.

Two Banks

I needed to pay some bills. I went to check one account but couldn’t remember the password my husband said he’d changed it to. I clicked the forgot password link and was asked for my email address. I received an email with a link, which took me to a page where I could reset my password. I changed it and got into the account, but unfortunately, did not have enough in that bank account to pay the last bill, due the next day. Read the entire post: UX Stories: User Control

The buzz is building for the February 2010 Interaction10 Conference in Savannah, with good reason. There’s an outstanding line-up of speakers and an impressive community of attendees. (Including many people I haven’t met in real life, but talk to quite a bit on the twitters.) I was amazed at the inclusiveness of the 2009 IASummit, and was a little concerned IxD10 wouldn’t live up to welcomeness I found in Memphis. Those fears have disappeared. I’ll report back, but it’s looking like there will be no lack of making new friends. Read the entire post: Looking forward to Interaction 10

I heartily recommend Luke Wroblewski’s Web Form Design (May, 2008) for people who create web forms and for those who hire others to create them. The book is structured in three parts: form structure, form elements, and form interaction, and includes a plethora of real-world examples. Whether you’re a novice or expert, walking through Wroblewski’s overview of forms-related issues will provoke your thinking about design choices and their impact. Luke is Chief Design Architect at Yahoo! and blogs at Functioning Form.

Below are some of my thoughts and recommendations in response to the book.

Deepen your understanding of other people’s experiences

Who are we to not bother to ensure the resources we create are universally usable? As you are thinking about making better web forms, deepen your understanding of how design choices affect people with disabilities. Read the entire post: Book Review: Web Form Design: Filling in the Blanks