Steve and I met at the Design and Usability Center at Bentley University and talked about why is it so hard for people to sponsor UX research. An interesting part was when we talked about writing usability testing reports and Steve shared his hate for writing (surprising, ha?) and his approach to reporting results to clients.
Steve asked me what I learned since I wrote the book and I was happy to share one of the techniques that I learned to not write reports and still productively communicate results. We also talked about why clients do not implement research recommendations and what is Steve's approach to that situation.
We finished our conversation with a discussion about how powerful usability testing is and whether engineering teams or startup founders should hire experts to run usability tests for them or do it on their own.
Steve Krug is best known as the author of Don’t Make Me Think: A Common Sense Approach to Web Usability. Ten years later, he finally gathered enough energy to write another one: the usability testing handbook Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems.
The books were based on the 20+ years he’s spent as a usability consultant for a wide variety of clients like Apple, Bloomberg.com, Lexus.com, NPR, the International Monetary Fund, and many others.
His consulting firm, Advanced Common Sense (“just me and a few well-placed mirrors”) is based in Chestnut Hill, MA.
Steve currently spends most of his time teaching usability workshops, consulting, and watching old episodes of Law and Order.