Acknowledgments

First of all, we thank Meg Dunkerley from Elsevier. We appreciate all your hard work and knowing when to push us. We also thank Joe Dumas, Bob Virzi, and Karen Hitchcock for your review of the manuscript. Your suggestions helped make the book more relevant and focused. We owe a debt of gratitude to all the authors who contributed case studies: Erin Bradner, Mary Theofanos, Yee-Yin Choong, Brian Stanton, Tanya Payne, Grant Baldwin, Tony Haverda, Viki Stirling, Caroline Jarrett, Amanda Davis, Elizabeth Rosenzweig, and Fiona Tranquada. The book is far more useful because of your willingness to share your experiences with our readers. Also, we thank Daniel Bender, Sven Krause, and Ben van Dongen for sharing information about your organizations and the exciting technologies you are using. Finally, we are very grateful to our colleagues at Fidelity Investments and the Bentley University Design and Usability Center. We have learned so much from you, and feel very fortunate to work with such an amazing group of UX researchers.

Tom:

I thank my wife, Susan, for your support and assistance in more ways than I can count. You’re helping me become a better writer. And I thank my daughters, Cheryl and Virginia, for your continuing encouragement. And for laughing at my stupid jokes.

Bill:

I thank my family. Devika, I am inspired and awed by your love of writing. Arjun, your fascination for numbers helps me think about data and metrics in new ways. To my wife Monika, thank you for all the support and encouragement you had in me while writing this book. I could not have done this without you.