Janelle Estes - User Tested: How the Worlds Top Companies Use Human Insight to Create Great Experiences

1. Chapter 1
2. Chapter 2
3. Chapter 3
4. Chapter 5
5. Chapter 7
6. Chapter 8
7. Chapter 9

This book highlights that we're all living in the Age of the Customerand that crafting exceptional customer experiences starts with listening to your most important stakeholders and turning feedback into true human insight.

Zander Lurie, CEO of Momentive.ai

The real magic to designing truly customercentered products is less about understanding what people do and much more about why they do it. In this book Janelle and Andy provide tools, methodologies, and, most importantly, a mindset that will help you uncover the why behind the what.

David Schonthal, Professor of Innovation & Entrepreneurship at the Kellogg School of Management and Author of The Human Element

As a product leader who prides myself on being strong analytically, there is no stronger lesson I've learned than you can't spend enough time listening to your users. User Tested not only explains why but gives you the tips and tools to do it effectively.

Ashish Desai, VP Consumer Product, Handshake

Explodes the myth that you need more statistics to become smarterespecially in a world where customers are changing the rules.

David Howland, Chief Marketing Officer, Earnix

This is not another book about business. It's about humans and how you can reimagine your business with them at the center.

Katrina Alcorn, Leading Design Executive

The experience economy is about a new era of buyer behavior. Much like the industrial revolution transformed the economy of the 1900s, we're entering a customerdriven revolution that's changing the way companies interact with consumers.

Jonathan Perera, Chief Marketing Officer, Highspot

User Tested is a great reminder that while no business leader in their right mind would say that their company doesn't prioritize their customers, many consumers feel misunderstood and unvalued. Janelle Estes and Andy MacMillan break down the underlying disconnect between businesses and what their customers actually experience, and then explain what to do about it.

Tom Krackeler, Chief Customer Officer, Zuora

JANELLE ESTES | ANDY MACMILLAN

Copyright 2022 by Janelle Estes and Andy MacMillan. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

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Library of Congress CataloginginPublication Data

Names: Estes, Janelle, author. | MacMillan, Andy (Andy P.), author.

Title: User tested : how the worlds top companies use human insight to create great experiences / Janelle Estes and Andy MacMillan.

Description: Hoboken, New Jersey : Wiley, [2022] | Includes index.

Identifiers: LCCN 2021045160 (print) | LCCN 2021045161 (ebook) | ISBN 9781119844631 (hardback) | ISBN 9781119844730 (adobe pdf) | ISBN 9781119844723 (epub)

Subjects: LCSH: Customer relations.

Classification: LCC HF5415.5 .E77 2022 (print) | LCC HF5415.5 (ebook) | DDC 658.8/12dc23

LC record available at https://lccn.loc.gov/2021045160

LC ebook record available at https://lccn.loc.gov/2021045161

Cover Design: Wiley

Cover Images: Rubber Stamp Text: Tetiana Lazunova/Getty Images, Check Mark: Giorgio Morara/Shutterstock

This book is dedicated to the visionary individuals and organizations that have been studying and championing the importance of human insight for decades across the fields of cognitive science, human factors, ergonomics, and humancomputer interaction. Their work on merging and maturing the practices of usercentered design, human factors, and user experience has paved the way for our work, including what we've written here.

These trail blazers all embraced the belief that things should be designed to suit humans, instead of forcing humans to adapt to poor design. This belief was important in the early days of aviation; influential during the age of manufacturing and physical experiences; and is became absolutely critical in the current economy of personal computers and digital interaction