What I learned by watching families, tourists, and visitors of all abilities navigate the Museum of Science helped reshape its website and improve the visitor experience.

When I was invited to work with Harvard Medical School on its TEAMS project, I faced one of the most challenging research tasks of my career: interviewing autistic adults across a wide spectrum of experiences. What I learned surprised me — and it changed the way I approach research and strategy.

New research reveals that nearly one-third of prospective students now use AI tools like ChatGPT to explore colleges, compare programs, and assess fit. This blog unpacks key trends, what students are really asking, and how colleges can adapt their websites and content strategies to stay visible in the AI-powered search era.

Despite rising employer investment in workforce education, most colleges and universities are being left behind. This article explores how higher ed institutions can adapt, compete, and claim their share of this fast-growing $30B+ market.

Over the past few years of reviewing dozens of college websites with hundreds of prospective students, I’ve noticed an interesting shift in the attitudes, preferences, and behaviors of a new generation of students. I lead this webinar on August 21, 2018 to present my findings about this new generation - Gen Z.

Want to get into the minds of your customers? I've been working on new ways of presenting both personas and journey maps to my clients. Here are samples of my latest ideas about what these should look like.

A site that is easy-to-use while offering a meaningful and emotionally compelling experience is still short of the whole package until it includes the piece that makes users take a specific action or follow a certain path. I came up with a new type of offering a consultancy could provide for clients.