I fly for work. A lot. My commute usually involves planes, not trains or cars. In all these years, I haven’t left anything behind on a plane, until a recent family vacation to Orlando when I left my iPad mini in a seat-back pocket. Three hours later, when we checked into our hotel room, the iPad-sized in-room safe had me searching for my device. The last thing I remembered was trying to prevent my kids – Thing 1 and Thing 2 – from fighting over it after we landed by tucking it behind the inflight magazine. It worked so well that even I forgot about it! What followed was a great example of how a single aspect of user experience (in this case, customer service) can make or break the overall customer experience.
Hello, I'm Lyndon
I help businesses create usable and engaging user experiences.
Novo NordiskUX Research, UX Design, Usability Testing, Mobile
WhataburgerUsability Testing, Mobile
Farmers InsuranceUX Research, UX Design, Usability Testing
HoneywellUX Design, Package Software
DisneyUX Design, Mobile, Package Software
Coca-ColaUX Design, Usability Testing, Package Software
ManulifeUX Design, Mobile
ApplebeesUX Design, Mobile
GEUX Design, Package Software
From the Blog
There are over 2 million iOS apps and almost as many Android apps, in a growing app economy. However, for every Flappy Bird app that gets lucky and goes viral, there are thousands of apps that take time and hard work to launch, and persistence to maintain, grow and avoid the app graveyard. While we typically hear about overnight success stories, this article explores the more typical experience of an appreneur, or app entrepreneur.
I spoke with one such appreneur, Amit Murumkar, about his journey with Canvsly over the past 3 1/2 years. Canvsly helps parents capture and store their children’s artwork for posterity and avoid the piles of paper.
Noah was concerned. He was the “UX Guy” for the corporate office of a regional Quick Service Restaurant (aka fast food chain) that was in the process of creating a mobile app that would allow their customers to customize their meals, place orders and earn rewards. He had been seeing users’ expectations increasing, and they were less forgiving of poor mobile experiences. That’s why he firmly believed that it was important to test the usability of their mobile user experience given users’ higher expectations, smaller screens, and constraints of wireless, battery-powered devices. Noah was concerned because he had never conducted mobile usability testing, even with years of traditional usability testing experience. That, and the fact that the first round of testing was just a month away.
January and February were brutal for travel in the Northeast. I am painfully aware of it, since I had travel scheduled for each of those four weeks to Boston, which was hit with record snow. The snow led to flight delays and cancellations, and I saw the same scenario play out week after week: tired travelers at the airport, trying to reschedule their canceled or delayed flights. Many were trying to talk to airline representatives on their phones, while using a tablet, laptop or a ticketing kiosk to do the same thing. This was an extreme situation, but is still representative of a majority of the customer experience journeys of today, which are very different and much more complex than those of a few years ago.
"Lyndon Cerejo did a superb job identifying the deficiencies and inconsistencies of our current site, and providing a roadmap for our redesign. His emphasis on the importance of user-centered design was particularly enlightening, and it is now central to our thinking. Lyndon's findings have laid the foundation for the future AAA.com."
Fred T. Komoroski, CIO, AAA New York
"As we went through the interviews and usability tests for CokeSolutions, I was impressed with your ability to guide the participants to stay on task, and probe without leading."
Julie Whitney, Sr. Manager, Interactive Marketing, Coca-Cola
"Lyndon - Nice job with the final project presentation today. That was the best stakeholder signoff yet and the documentation was clear, crisp and solid. Kudos! "
Scott Crosbie, Business Transformation Lead, Ameriprise Financial