I just got an email request to do a survey from a FAVORITE museum. They sent me an email, addressed me as "Dear Friend". What could go wrong? They said it would take 15 minutes. (Which is a LOT. A lot for anyone. Anything more than 5 minutes is a lot.) It took longer than 15 minutes. I lost track when the Progress Bar hadn't moved beyond the half way point after I answered a lot of questions. I left the tab open all day. Checked in, did a few more answers every now and then. Not even sure if it mattered after 5 hours. When I got to the "Just a few quick demographic questions" (again, not past the halfway mark on the Progress Bar). What got to me was the BAD design of the survey. In terms of actions and GOMS (Goals, Operators, Methods and Selections) which is essentially a way to measure how long it takes to go from a mouse to a keyboard. If you add it up, it matters. Especially if you have a survey wit...
UX, CX & What Your Audience is Really Seeing