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What is the SUPR-Q?

The Standardised Usability Percentile Rank Questionnaire (SUPR-Q) is an attempt to produce a comprehensive, reliable and valid measure of the user experience (UX) of a product or service.

It has been developed by measuringU who have significant experience in developing approaches for reliably measuring and reporting the user experience.

Most interestingly, since it’s a standardised measure, it’s possible to rank a score against several hundred products, services or organisations across a wide range of industries.

Whilst the SUPR-Q produces a single score (from 0 to 100, with an average score of 50), it also generates sub-measures for…

  • usability,

8 common patterns, behaviours and issues often seen during a contextual inquiry, with a focus on for enterprise software services and culture.

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An enterprise call centre… a crucible of CX and UX!

What is a contextual inquiry?

Contextual inquiry, also known as site visits, or contextual interviewing, is a powerful method to ‘narrow the gap with reality’ when understanding, or making design decisions. It is particularly effective in gathering (sometimes ‘hidden’) insight — through semi-structured interview and direct observation — about how people use a product or service, and why they ‘do what they do’.

There is lots of information about how to set-up and run a contextual inquiry, but not so much on what to look for. That’s why I made a simple contextual inquiry crib-sheet [Google Doc] to help members of my team run a contextual inquiry at Alzheimer’s Society. …

A simple list of recruitment agencies for finding participants for UX research in the UK.

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This list of UX research recruitment agencies is sorted alphabetically:


“Expertise in all methods of qualitative and quantitative and healthcare research.”

  • Manchester.

Rik’s take: appear to have a healthcare focus, both in the UK and overseas.


“We are an independent market research company specialising in qualitative recruitment.”

  • Cheltenham.

Rik’s take: experience recruiting participants with diverse accessibility needs for inclusive design.


“Bunnyfield is a department of Bunnyfoot UX consultancy. …

A simple, cheap and engaging game to build empathy for people with diverse needs, especially those with cognitive and/or dexterity issues.

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Objective of Empathy Balloons

Most people, and especially those working in digital teams, understand that design for inclusion is important and desirable. However, this understanding is often limited to a focus on accessibility for people with sight loss. In particular, 0.5% of the UK population who are registered as blind or partially sighted.

An onus on sight loss can skew peoples understanding of accessibility by forgetting the more numerous needs of people with motor control, cognitive, hearing and literacy issues.

Consequently, empathy balloons is a game for inclusive design that focusses on the needs of people…

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Usability Lab Observers Note-taking Guide [Google Slides]

A quick and easy way to brief people attending usability testing sessions about how and what to observe/note. Posted here after a request for material on the UXPA (UK) Members Slack.

How I use it

I print a complete copy of the slide deck for the member of my team leading as Observation Room Facilitator. I then print the first slide (only) for each of the stakeholders who are observing the sessions. I occasionally refer the team back to the guide, as needed, between sessions.

Prioritising observations

I also print and use David Travis’s Red Route Usability Prioritisation Flowchart to help stakeholders think about the likely severity of any issues encountered during the study. …

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Volunteering as an Adventure Project Manager with Raleigh International is an excellent way to develop yourself by developing others.

The delivery of 20 day / 300km youth leadership treks with teams of fifteen 17–24 year olds can teach you so much about managing diverse teams in challenging situations.

In particular the people skills that are necessary to collaborate with compassion on successful UX projects.

Lessons for collaborative UX projects

  1. Leadership: adapt positioning and style

Leadership: adapt positioning and style

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Content audits and content inventories are essential documents for understanding the scale, scope, fate and quality of content. However they notoriously laborious to create and maintain.

I typically use Content Analysis Tool (CAT) to automate an initial inventory, saving considerable effort and improving accuracy over a manual inventorying process.

However a raw job-level export typically needs cleaning-up to begin to make its data more usable and useful; both for the lone content wrangler and for any collaborative audits with other content or domain experts.

These tips will help improve your workflow as you begin to work with CATs raw crawl data from your site. …

Post-it notes are the confetti of truth! — Anon.

A tongue-in-cheek Post-it note quote overheard at the London Agile Content Meetup with Sarah Richards (user stories to share responsibility for content). Love it, and the new Post-it note website; so much inspiration.

No gossiping, no intrigue, no pussy-footing around problems and no telling people what you think they want to hear whilst privately disagreeing. We will be transparent in our dealings.

Red Gate Software

Violence in our contact with others means that we forgo more compassionate perspectives and effective strategies for meeting needs. Recognise that everyone is trying to be effective within their own context, culture and constraints. Seek to bridge gulfs in communication and mindset. If you feel frustrated, you’re doing it wrong. Rinse and repeat.

Real web design is what Google, Amazon, Twitter, and Facebook do. It’s about making the customer the hero, the center of attention. It’s about facilitating the customer to do what they want to do. Digital is not a technology. It’s a way of thinking that puts the customer first.

Gerry McGovern


Rik Williams

User Experience Architect at Alzheimer’s Society. Focussed on user research, information architecture, content engineering and collaboration.

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