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
June 29, 2014
To encourage donations, focus on answering potential-donors’ top questions and streamlining the donation process.
May 4, 2014
Focus on the first 40 characters. Descriptive and well-written subject lines allow recipients to make an informed decision to get more details or move on.
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.