It’s tough being a regional bank. As the financial services industry becomes more and more technology and data driven, smaller institutions must perform an unenviable balancing act between traditional service and digital evolution. All banks serve customers with ever-expanding expectations,…

I’m an ordinary man. Most people call me mild. I take things in stride, enjoy life immensely, and am generally quite nice. I still listen to Hall & Oates for Pete’s sake. But when the simplest online interaction goes awry,…

Your customers share a common experience. They are constantly vexed by confusing, unclear, oddball digital interfaces. Most of the time, this amounts to frustration for customers and loss of business for you). But sometimes, poorly designed systems pose a legitimate…

This article originally appeared in User Experience Magazine Issue 19.1, March 2019. Read the original at uxpamagazine.org/digital-accessibility-creating-inclusive-experiences-and-avoiding-lawsuits. — Making websites and applications accessible for people with disabilities is both a worthy goal and great customer service, but following the guidelines can…

When making a digital product or service, you can probably sense if things are going well. But what if you’re unsure? What if you can’t shake the notion that something is wrong and can’t quite put your finger on it?…