September 10, 2006
Emergence 06: Daniel Letts
<a title="Service Usability" Daniel Letts is a founder of Service Usability. Hist talk was a welcome dive into the nitty gritty of what actually gets produced by a service research organization. So nice to actually get a look at some of the deliverables.
Services are not getting tested properly.
Web companies are rigourous testers though.
Apply the methodologies of online usability to the offline world.
SU Index, a one number score generated by there service usability audit.