Ethnographic Research L.L. Bean Call Center

The purpose of ethnographic research is to study users “in the wild” in their normal work environment. This provides a more holistic, contextual understanding of user needs. In this case, I visited the call center for L.L. Bean, which used Avaya’s Call Management System software.

AMC Focus Group

This is the report of a series of focus groups I conducted to support the redesign of the website for a local non profit organization. There were three sessions, one for new members, one for long time members, one for the organization’s leaders.

Maparound Usability Test

MapAround was an online service that aggregated meeting and event listings from various web sites to facilitate search and registration.