Articles by Jeff Sauro

sauro-author-picDr. Sauro is the Principal and founder of Measuring U (measuringu.com). He is author of five books, including Quantifying the User Experience and Customer Analytics for Dummies. He has worked for Oracle, PeopleSoft, Intuit, and General Electric. He holds a PhD in Research Methods & Statistics from the University of Denver, Masters from Stanford University in Learning, Design & Technology, and B.S. from Syracuse University.

The Challenges and Opportunities of Measuring the User Experience

Not too long ago it seemed the biggest challenge facing companies was justifying any investment in usability and the user experience (Bias & Mayhew, 2005). While that has not entirely gone away, increasingly I see organizations facing a new challenge. Instead of worrying about how to justify any investment in the user experience, the shift […] [Read More]

SUPR-Q: A Comprehensive Measure of the Quality of the Website User Experience

Abstract A three part study conducted over five years involving 4,000 user responses to experiences with over 100 websites was analyzed to generate an eight-item questionnaire of website quality—the Standardized User Experience Percentile Rank Questionnaire (SUPR-Q). The SUPR-Q contains four factors: usability, trust, appearance, and loyalty. The factor structure was replicated across three studies with […] [Read More]

The Relationship Between Problem Frequency and Problem Severity in Usability Evaluations

Abstract The relationship between problem frequency and severity has been the subject of an ongoing discussion in the usability literature. There is conflicting evidence as to whether more severe problems affect more users or whether problem severity and frequency are independent, especially in the cases where problem severity is based on the judgment of the […] [Read More]

Rent a Car in Just 0, 60, 240 or 1,217 Seconds? – Comparative Usability Measurement, CUE-8

Abstract This paper reports on the approach and results of CUE-8, the eighth in a series of Comparative Usability Evaluation studies. Fifteen experienced professional usability teams simultaneously and independently measured a baseline for the usability of the car rental website Budget.com. The CUE-8 study documented a wide difference in measurement approaches. Teams that used similar […] [Read More]

When 100% Really Isn’t 100%: Improving the Accuracy of Small-Sample Estimates of Completion Rates

Abstract Small sample sizes are a fact of life for most usability practitioners. This can lead to serious measurement problems, especially when making binary measurements such as successful task completion rates (p). The computation of confidence intervals helps by establishing the likely boundaries of measurement, but there is still a question of how to compute […] [Read More]