The Handbook of Global Research was created through the collaborative efforts of 53 contributors from 25 companies representing 20 countries. The authors listed here provided their valuable insights, unique perspectives and precious time, drawing upon their own experiences to produce a resource relevant to practitioners worldwide. It is through their dedication that the publication of a work of such diversity was made possible.
Adam Cox- Web Analyst - User Intelligence
Adam Cox is a Web Analyst at User Intelligence in Amsterdam, Netherlands. He works on projects that leverage the power of web analytics to improve the User Experience of interactive products, mostly websites. Originally from the UK, with a background in Computing and Business Administration, Adam began his career in the Rail industry. Prior to joining User Intelligence, he worked as an Information Architect for a full-service communication agency in Belgium.
Agnieszka (Aga) Bojko- Associate Director - User Centric, Inc.
Aga Bojko is an Associate Director at User Centric, Inc., a global user research and design firm. She has led numerous multinational studies involving medical devices, packaging, mobile phones, software applications, Web sites, and physical work spaces. Aga also specializes in combining eye tracking with more conventional research methods to better understand the user experience. Her research has been published in books and professional journals, and is frequently presented at conferences. Aga holds graduate degrees in Human Factors and Human-Computer Interaction from University of Illinois and DePaul University, respectively.
Alan Tay- Executive Director - Joshua Research Consultants Sdn Bhd
Alan is the Executive Director for Joshua Research Consultants Malaysia and Singapore. He had more than 15 years senior management experience and 5 years experience in providing consultancy to policy makers, manufacturers, advertisers, retailers, market researcher etc. in Asia Pacific. He is a certified personality profiling consultant with rich experience in providing cultural exchange programme, social study and counseling.
Alfonso de la Nuez- Partner & International Business Development Manager - Xperience Consulting
Alfonso de la Nuez, is Co-founder of Xperience Consulting, the leading user experience company in Spain. He has over 12 years of hands-on experience in website design, development and user experience research. Alfonso has been teaching user-centered design in various universities and educational institutions for the past 8 years, and has written numerous articles for Spain's most recognized online marketing and business publications, as well as UPA's UX Magazine. Prior to starting Xperience Consulting, he worked at one of Europe's leading web agency, Icon Medialab, and Dell Computers.
Ali al-Azzawi- Associate Consultant - ExperienceLab
Ali al-Azzawi is an Associate Consultant at ExperienceLab (formerly Serco Usability Services), a well-established global user research company. Ali is fluent in Arabic and English, and has lived and worked in Europe, USA and the Middle East. In his capacity as Managing Director of a web development company, Ali has also had wide ranging experiences of managing complex projects throughout the world. Building on his experience in the web and Internet industry since the early 90's, he has used his professional qualifications in interviewing skills to undertake user research. Based at the Psychology Department and The Digital World Research Centre at Surrey University, Ali is finalizing his PhD using empirical data to explore the theory of User Experience.
Anna J. Haywood- Senior Consultant - ExperienceLab
As a Senior Consultant at ExperienceLab, Anna has extensive experience providing user-centered support throughout the product design lifecycle, for a wide range of products and services. Originally from a visual design background, Anna holds an MS in Human-Computer Interaction and Ergonomics, and a BS in Psychology. Drawing on all facets of her background, Anna is particularly keen to couple human factors with all areas of design practice, working towards designs that are not only usable, but also motivating and pleasurable to use. Before joining Serco, Anna worked as a human factors analyst for BT, working on in-house and external development projects, with a focus on telecommunications and customer relationship management.
Birte Köerber- Director Customer Experience - SirValUse Consulting GmbH
Birte Koerber, Director Customer Experience at SirValUse Consulting, leads a team of consultants and is account manager for SirValUse’s clients from the E-Commerce and Medical industry. She has been conducting international projects for years and enjoys working with multinational teams across the globe. Birte actively contributes to the UXalliance as her company’s network liaison and contact for projects and by working on quality standards in the quality interest group. She has a background in web design and was responsible for building the user interface of Infoseek Germany (a search engine and portal) before joining SirValUse in early 2002.
Carlos González de Herrero- Manager - Xperience Consulting
Elizabeth Rosenzweig- Principal Consultant - Bubble Mountain Consulting
Elizabeth Rosenzweig is the Founder and Director of World Usability Day, an international annual event observed in over 43 countries. Elizabeth is a consultant whose work ranges from innovation, design, requirements gathering and interaction design. She frequently lectures at conferences around the world about user centered design and innovation. Elizabeth holds 4 patents in user interface design and innovation. She has over 20 years experience in digital imaging, human factors, innovation, user centered design and collaboration.
Erdogan Gundogdu- International Fieldwork Manager - Eksen Research
Erdogan Gundogdu is the head of international fieldwork and relations at Eksen Research, a global fieldwork agency. He has managed numerous B2B and B2C studies at national and international levels in a variety of areas ranging from telecommunication to healthcare. As user research is not yet common in Turkey, Erdogan is thankful for his international experiences which have further developed his interest in this field.
Florian Egger- Director - Telono SA
Florian N. Egger, PhD is Managing Director at Telono SA, a user experience consultancy based in Switzerland. He has extensive experience conducting and coordinating user research studies in different languages and different countries. Before starting Telono, Florian was a researcher in Human-Computer Interaction (HCI) at the Eindhoven University of Technology, The Netherlands. His insights into online trust and credibility have been published in numerous articles and he frequently gives lectures on the subject.
Frank Hohenschuh- Director Customer Experience - SirValUse Consulting GmbH
Frank Hohenschuh, is Director of Customer Experience and Account Manager at SirValUse Consulting GmbH, a user research firm based in Hamburg and Munich. Having started at SirValUse in 2005, Hohenschuh has since been instrumental in setting up major national and international research projects for our clients from the web and mobile domains. His main professional interest lies in using user experience research to support ongoing software development processes. He holds a diploma in Informatics with a specialization in software ergonomics.
Frederic Gaillard- Founder - Axance
Frederic Gaillard is the founder and manager of Axance, the French pioneer firm in user experience research for digital media. He has managed research with more than 10,000 participants since 2000, in France and in more than 15 countries. Frederic was one of the 5 founders of the User Experience Alliance (UXalliance) in 2005.
Gavin S. Lew- Managing Director - User Centric,Inc.
Gavin Lew is the founder and Managing Director of User Centric, Inc. where he has been instrumental in shaping the company to be a premier user experience research firm in the industry. With over 15 years of experience in corporate and academic environments, he possesses a strong foundation in user-centered design and research evaluation. Gavin holds particular interest in mobile technology, healthcare, and global research projects and he is a frequent presenter at international conferences and an inventor on several patents.
Gemma Wisdom- Marketing Manager - ExperienceLab
Gemma Wisdom is Marketing Manager at ExperienceLab, the UK’s most experienced user experience agency. Gemma is responsible for marketing communications and new product development within the company and helps coordinate the User Experience Alliance. Gemma studied Marketing Communications as well as English Literature and prior to joining the company in 2002, she worked in sales and customer services.
Gerard McNeill- General Manager - The Hiser Group
Gerard McNeill is the General Manager of The Hiser Group - a company who pioneered the usability industry in Australia. Together with a team of experienced usability professionals he oversees the strategic direction for the company and the service delivery standards for client projects. Gerard's early background in corporate finance and change management allows him to keep a project to time while also meeting the clients’ business requirements.
Inga Lüdemann- Consultant Customer Experience - SirValUse Consulting GmbH
Inga Lüdemann, Consultant for Customer Experience, joined SirValUse in 2007. She has carried out various usability tests, working in particular with online surveys and she has participated in several worldwide multinational studies. Her main focus lies on quantitative research methods.
Jaakko Villa- CEO - Solutions Space Ltd.
Jaakko Villa is a serial entrepreneur in international user experience related business. Currently he is CEO at Solutions Space Ltd., a consultancy and user experience related tools provider with offices in Finland, China and Japan. He has over 10 years of management experience from international service business companies in Europe and Asia.
Janne M. Lohvansuu- Managing Director, Partner - User Intelligence Finland Ltd.
Janne M. Lohvansuu is Managing Director at User Intelligence office in Finland, located in the heart of the city of Helsinki. Janne has been working on leading projects for multinational companies as well as hot international start-ups in the fields of digital business, media, finance and telecommunications. He is also a sought-after mentor, lecturer and digital business evangelist in University of Art and Design as well as in the industry seminars in Finland. Since starting in the Internet industry in 1994, Lohvansuu has been working in various technology services companies as Design Manager, producer and entrepreneur.
Jared Jeffers- User Experience Specialist - User Centric, Inc.
Jared Jeffers, MA is a User Experience Specialist at User Centric, Inc. He has a background in anthropology and ethnography and is fascinated with learning about how different cultures respond to and interact with technology in different ways. Whenever possible, Jared enjoys going out into the field and observing the user experience in the real world.
Javier Darriba Fernández- Partner and Managing Director - Xperience Consulting
Javier Darriba is founding partner of Xperience Consulting and UserZoom Inc. He was one of the first usability practitioners in Spain and founder of the UPA Spanish Chapter. He teaches human computer interaction courses in more than half a dozen universities in Spain. He has also managed global user research firms for some of the most important firms in Europe, and is also a proud founding member of the UXalliance.
Jayson M. Webb- Director - User Centric, Inc.
Jayson M. Webb is a Director at User Centric, Inc., a leading global user research firm. For the last 2 years, his focus has been on projects using LEOtrace, a product for performing unmoderated, remote usability testing. Jayson's expertise includes the analysis of qualitative and quantitative data. Before joining the User Centric team, Jayson was the cofounder/managing director of Quintus Design and confounder/VP of Services of Lextant, both user experience companies.
Jean-Philippe Bourdarie- General Manager and Partner - Axance
Jean-Philippe Bourdarie is Managing Director and Partner at Axance in France. Axance is specialized in incorporating user-centered design principles into the product lifecycle. Since the beginning of his career, Jean-Philippe always focused on developing the User Experience approach. As he mainly worked for international companies, Jean-Philippe understands that cultural differences must be taken into consideration in order to make international projects successful.
Jessica S. Buttimer- Organizational Experience Manager - User Centric, Inc.
In her current role as Organizational Experience Manager at User Centric, Inc., Jessica Buttimer drives continuous improvement in business processes and adherence to quality. As a Senior User Experience Specialist, she has led global research studies conducted in numerous countries across Europe and Asia. She has conducted user testing, card sorting, focus groups, and expert evaluation projects for various industries including communications, travel, healthcare, e-commerce, non-profit, energy, and media.
Juyeon Song- UX Consultant - ThinkUser, HCI group
Juyeon Song is a UX consultant at ThinkUser, a leading user experience consultancy in South Korea. She majored in Visual Design in Korea and Human Computer Interaction at Uppsala University in Sweden. She is a well-trained moderator and analyst for UX research and has lots of experience in global research. Currently, she designs user interface of several products for the global marketplace.
Kathryn McDonnell- User Experience Consultant - LexisNexis
Kathryn McDonnell is a User Experience Consultant at LexisNexis, a global provider of legal and business content for traditional media and online solutions. In this role, Kathryn is responsible for researching requirements and designing interfaces of online products for customers worldwide. Prior to this role, Kathryn worked for Serco Usability Services (now ExperienceLab)as a Senior Usability Testing Consultant which involved conducting user centered design techniques on interfaces ranging from paper forms to interactive television and mobile devices. Through this experience, Kathryn has been involved in large scale global user research projects both as a service provider and as a client.
Korey R. Johnson- User Experience Specialist - User Centric, Inc.
Korey R. Johnson, MS is a User Experience Specialist at User Centric, Inc., a leading global user research firm. His background is in human factors research design, methodology, and analysis. Korey speaks regularly on user experience and user research at national conferences, is the co-inventor of a patent-pending graphical user authentication mechanism, and has written several professional and academic papers. Before joining User Centric, he spent some time in the automotive industry evaluating driver distraction and icon design.
Lene Nielsen- Manager, Dept of User Focused Innovation - Snitker & Co.
Lene Nielsen, PhD is Manager of the Department of User Focused Innovation at Snitker Co., a leading Danish user research company. She has worked with personas and scenarios for more than 10 years and holds a PhD in the subject. In addition to speaking at conferences, Lene is a teacher, publisher, and researcher; all of which contribute to the development on the subject.
Luca F. Petroni- User Experience Senior Expert - Assist Consulting
Luca F. Petroni is a User Experience Senior Expert with Assist Consulting, a leading global User Experience Design firm. After graduating in Human Computer Interaction from Università di Siena, he led the HCI team at Icon Medialab, Italy, from 2000 to 2003. He worked in several projects for Italian and international clients (Ferrari, Fiat, Corriere della Sera, H3G, Nokia, Microsoft, Vodafone) concerning design and evaluations of web, mobile, and multichannel applications. He also worked in several UE research projects, such as HIPS (Hyper Interaction within Physical Space) and POGO (digital solution to improve children's narratives abilities). In addition to research papers, Luca also wrote for Nova 24, a magazine of Sole 24 ore, which is keen on digital trends.
M.F. Klompenhouwer- UX Consultant - User Intelligence
Martijn studied Cognitive Psychology and Ergonomics at the Free University of Amsterdam. In 2002 he joined User Intelligence as their first employee. As a User Experience Consultant, Martijn is responsible for a broad range of activities. Besides designing and improving interfaces, he is primarily involved in the evaluation of websites and applications (e.g. User testing and Expert reviews).
Masaaki Kurosu- Professor - The Open University of Japan
Masaaki Kurosu is a professor to the Open University of Japan and the Graduate University for Advanced Studies. He is also president of the Human Centered Design Organization in Japan. His current interests include user engineering and the artifact development approach. He is an author and an editor of many books including the Handbook of Usability (in Japanese). He once was a conference chair for APCHI'97 and INTERACT2001.
Mercedes Sanchez- Usability Specialist - Mercedes Sanchez Usabilidade e Pesquisa
Mercedes Sanchez is Managing Director at Mercedes Sanchez Usabilidade e Pesquisa, one of the first usability consultancies in Brazil. She started working as an independent usability consultant when usability was almost unknown on the Brazilian business scenario. In a few years, she became a well-known professional and decided to create her own company which is responsible for dozens of studies for local and international companies. Mercedes is often invited to give interviews, lectures and write articles to business publications about user experience. Before entering the user experience area, she spent many years working as Chief Editor and Documentary Director in TV networks and as a Content Director in an environmental internet agency.
Natalia Kirillova- Managing Partner, Business Development Director - UIDesign Group
Natalia Kirillova, MS, PDEng is Business Development Director and Managing Partner at UIDesign Group, a leader in user research and interaction design in the Russian market. Natalia is one of the few experts in Russia who completed the specialized program - User System Interaction at Eindhoven University of Technology, the Netherlands. Today, she is successfully developing international user research services at UIDesign Group in Russia. Natalia is putting efforts to expand international relations and strengthen the position of the company as a leading player in the international market. She is striving to be a source of ideas and initiatives on promoting UXalliance.
Noriko Osaka- Usability Consultant / Web Director - Mitsue-Links Co., Ltd.
Noriko Osaka is an experienced Web Professional and UX Specialist with both a technical and business background. She provided a lot of strategic web consultations to major companies as Web Analyst and Usability Consultant at Mitsue-Links, a major web integrator of Japan. In her previous career, she served in a US-based company as a Webmaster and also in a global Japanese manufacturer as an overseas business staff. A combination of real product, consulting, and international business experience allows her effective product planning and implementation that benefits both users and global business. She is also a committee member of HCD-Net, a major Japanese usability NPO and engages in the organization of usability events, such as World Usability Day Japan.
Qingxin Shi- PhD student - Copenhagen Business School
Qingxin Shi is a PhD student in the Department of Informatics, Copenhagen Business School. Her PhD project focuses on cross-cultural usability testing. This project involves three countries--Denmark, China and India. She has performed field observations, interviews and experiments to investigate how usability testing is conducted in different countries and how foreign and local usability specialists run the tests. She has published several academic papers based on her research.
Rainer Gibbert- Senior Consultant Customer Experience - SirValUse Consulting GmbH
Rainer Gibbert is Senior Consultant Customer Experience at SirValUse Consulting in Hamburg, Germany. In the last 5 years working for SirValUse, he conducted various national and international usability studies for customers across Europe and from other countries. Rainer's main interests are website usability (with focus on eCommerce and social networks) and mobile applications. Before joining SirValUse, he wrote his diploma thesis about interaction design pattern for navigation systems and mobile devices at the Fraunhofer Institute - Competence Centre HCI in Stuttgart, Germany.
Raj Sharma- Co-Founder & President - Majestic MRSS Ltd
Raj Sharma is the Co-Founder and President of Majestic MRSS Ltd which is India's largest independent full service MR firm. He has pioneered Usability testing and Usability studios in India. He has facilitated a number of Usability studies for various industries such as IT, FMCG, Medical, Auto, etc. Majestic MRSS now has state of the art usability studios across India. They have also expanded into Vietnam, Thailand and Indonesia.
Robert M. Schumacher- Managing Director - User Centric, Inc.
As Managing Director and co-owner, Bob has helped the firm grow from a small four person user research consultancy to one of the largest firms of its kind in the world, conducting more than 120 projects a year. He holds several patents, and has written dozens of professional and academic papers. In 1996, Bob authored and released the Ameritech Graphical User Interface Standards and Design Guidelines which are still influential in both their form and content. Bob developed an interest in improving user performance in high-workload environments. He spent several years researching, designing, and testing enterprise applications for dozens of contact centers including several Fortune 50 companies.
More recently, Bob has been become influential in how usability is applied to health information technologies. He has authored several papers on usability criteria in the EHR selection process. Most recently he has been project lead in the development of a usability assessment protocol for the usability of electronic health records. He has also conducted research and published several studies on the usability of and factors affecting adoption of PHRs.
Bob is the editor of the just released Handbook of Global User Research published by Morgan Kaufman, serves as CEO of User Experience Ltd., the first foreign-owned user research firm in Beijing, China, and was one of the driving forces behind the formation of the UXalliance. He has been invited to speak on user experience and user research at national and international conferences in North America, Europe and Asia.
In more than 20 years of professional experience, Bob has held technical and management positions at Bellcore, Ameritech, Belgacom, Universal Access, and User Centric.
Interesting Facts: Bob enjoys bicycling, “extreme cheese” and traveling—he has visited all 50 states and 30 countries.
Qualifications: PhD in Cognitive and Experimental Psychology from the University of Illinois at Urbana-Champaign
Sam Ng- Managing Director - Optimal Workshop
Sam Ng is co-founder and managing director of Optimal Workshop - a leading provider of usability software tools. Before starting Optimal Workshop, Sam co-founded New Zealand's largest user experience consultancy, Optimal Usability. Sam speaks and writes regularly about global user research methods and tools. His passion for user experience and entrepreneurship has led to a series of user research tools such as OptimalSort, Treejack and Chalkmark.
Simon Herd- Managing Consultant - ExperienceLab
Simon Herd is Managing Consultant at ExperienceLab, who was identified by Forrester as Europe’s most experienced usability vendor. Simon has been active in user experience research for over 15 years and has been led complex international projects for over a decade. Before joining ExperienceLab, Simon was an HCI professional at NTL and NatWest bank.
Sokol Zace- President - Contact Design, Inc
Sokol Zace is President at Contact Design, Inc., a global research firm. He is the creator of an innovative approach to recruiting high-quality, reliable participants for user experience studies. Before founding Contact Design in the USA, Sokol spent 15 years in Europe, conducting information design and user research projects in Italy, Germany, France, and Switzerland. Sokol is past President of the TransAlpine Chapter of the Society for Technical Communication, which includes 5 European countries.
Steen Filskov Andersen- Usability Specialist - Snitker & Co.
Steen Filskov Andersen, MA, Usability Specialist at Snitker & Co., department of Global Usability Research, has extensive experience in planning and moderating usability tests in Scandinavia, Northern and Southern Europe, Asia, and the US. He is a participant in CultUsab, a project aiming to investigate the impact of culture on established methods of usability testing. Steen is co-author of several papers published in Denmark and internationally. In 2007 Steen participated in the HCI International conference in Beijing with a presentation of the poster "Remote TA testing – Geographical, cultural and technological challenges." Before joining Snitker & Co., Steen was self-employed as a graphic designer.
Sven Koerber- Director Customer Experience - SirValUse Consulting GmbH
Sven Körber, Director Customer Experience, joined SirValUse Consulting in the beginning of 2002. Since then, he has conducted and managed dozens of usability tests and expert evaluations, including several international ones. His main areas of expertise include user testing of mobile handsets and services and analyzing information retrieval behavior. Before joining SirValUse, Sven was employed at Infoseek Germany to help conceptualize and test new search features for the re-launch of the search engine in 2001. Sven holds an M.A. phil. in Communication Science, Sociology and Psychology.
Sylvia Barnard- Project Lead of User Research Team - SAP AG - Business ByDesign
Sylvia Barnard, Dipl. Ing. Architect is the project lead of the user research team of Business ByDesign at SAP. Her main focus is on gathering user data in all phases of the product development life cycle; in particular, user interviews, concept validations, user interface validations, and usability testing. Sylvia provides training and coaching for various usability methods and interview techniques. She is a guest lecturer for usability methods at the University of Applied Science in Wiesbaden, Germany. Before joining the software industry in 1999, Sylvia worked as a chartered architect for 10 years in Germany and France.
Thomas Visby Snitker- CEO - Snitker & Co.
Thomas Visby Snitker, MS, is the CEO of Snitker & Co, a leading global user research firm and partner in the UXalliance. He has worked with clients in many countries in Europe, Asia and the Americas and has coordinated and executed user research in more than 30 countries. Thomas has written "Breaking Through to the Other Side" (2004) and a Danish book on usability (2001). He is also a frequent speaker at conferences on user research. Through the participation in the Cultural Usability Project he has worked with Chinese, Indian and Danish researchers as well as practitioners from many countries.
Tim Bosenick- Managing Director - SirValUse Consulting GmbH
Tim Bosenick is the founder of SirValUse Consulting GmbH, one of the biggest user experience research and testing companies in Europe. When international testing became more and more important for SirValUse in 2002, Tim started to think about international testing methodologies and quality standards. SirValUse now generates approximately 60% if its turnover with international research and testing projects.
Tjeerd deBoer- Managing Director - User Intelligence
Tjeerd de Boer is Managing Director and founder of User Intelligence, a user experience consultancy firm focusing on research, design and optimization. User Intelligence is located in the Netherlands, Finland, Sweden and Norway and is a partner of the UXalliance. Before founding User Intelligence, Tjeerd worked at Razorfish Amsterdam as a usability consultant. Tjeerd is one of the driving forces behind CHI Netherlands, the local chapter of ACM SIGCHI.
Torsten Müeller- Managing Director - SirValUse Consulting GmbH
Torsten Müeller, Business mathematician, is Managing Director of SirValUse. He developed the statistics and online research department of SirValUse and has conducted a multiplicity of projects in this area since the company was founded. His special area of expertise is the development of sophisticated methods for online research (e.g. conjoint analyses), performing multivariate analyses and extensive field tests.
Troels Fibæk Bertel- Usability Specialist - Snitker & Co.
Troels Fibæk Bertel, MA, is a Usability Specialist at Snitker & Co., department of Global Usability Research. Troels has extensive experience conducting usability tests in Denmark and internationally. He has designed and facilitated several large scale usability studies of high tech products, in particular mobile devices, in Europe, Asia and the US.
Wendy Yee- Director - User Centric,Inc.
Wendy Yee, Ph.D., is a Director at User Centric, Inc., a leading global user research firm. She is a passionate advocate of leveraging user behavior insights to shape the design of user interfaces. At User Centric, Wendy leads user research and UI design projects for technology, healthcare, finance, and marketing organizations. She has extensive experience with enterprise applications, complex information systems, healthcare-related interfaces, and mobile interfaces.
Xiaomeng Yuan- Research Specialist - User Experience Ltd.
Xiaomeng Yuan is a Senior Consultant at User Experience, where she designs and leads commercial research projects. Xiaomeng has extensive experience in conducting user research and usability testing throughout the product design lifecycle. She has specialized in employing a wide range of user research techniques to inform and iterate the design of products.
Yiner Ya- Research Director - User Experience, Ltd.
Yiner Ya, MA is Research Director at User Experience, Ltd., one of the first user research consulting firms in China. She has managed international projects for foreign clients, as well as projects with Chinese enterprises.