Articles

Janelle Estes

Janelle Estes is a Senior User Experience Specialist with Nielsen Norman Group. Estes works with clients in a variety of industries and presents regularly about usability methods, email newsletters, writing for the Web, and the user experience of nonprofit websites. She has been the primary researcher on and co-author of NN/g reports covering email newsletter design, ecommerce communications, non-profit and charity websites, senior users and and social media messaging. Read more about Janelle

Articles

Seamlessness in the Cross-Channel User Experience

November 24, 2013

A seamless user experience, regardless of channel or device, is one of the 4 requirements for a usable cross-channel experience. Companies and organizations that allow users to switch channels while completing tasks have a competitive advantage.

Consistency in the Cross-Channel Experience

October 27, 2013

A consistent user experience, regardless of platform, is one of the 4 key elements of a usable omnichannel experience. Consistency across channels helps build trust with customers.

Define Techy Terms for Older Users

May 24, 2013

If using web or browser-related terms, consider defining them in place to make websites easier for senior citizens. Avoid using technical words if they are not necessary.