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
March 16, 2014
Don’t limit common activities to a few channels. Identify and support users’ top tasks on all channels and strive to make secondary tasks available.
February 9, 2014
Emphasize and leverage each channel’s unique strengths to create usable and helpful context-specific experiences.
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.
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.
September 28, 2013
To engage users, website copy must speak to readers and not at them. Include words people can relate to, and avoid jargon, business speak, and feature-driven language.
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.