Lead UX Researcher & Designer IBM
Annette has been conducting research, designing and testing user interfaces, and collecting user sentiment for 20+ years in a variety of corporations, from start-ups to large global enterprises, including New York Life, British Airways, AT&T, Bell Laboratories, KPMG, and ADP. Currently at IBM she leads UX research and design for IBM Sales Cloud and recently led the global IBM IT Workplace Impact survey which provides insights to help make work better for all IBMers. Annette holds an M.S. and Ph.D in Applied Psychology and Human Factors from Stevens Institute of Technology. Along with colleagues, she has conducted large-scale experimental studies on the Net Promoter Score (NPS). This is a topic of great interest to her as the misuse of NPS grows with its popularity.
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 […]