Companies are always touting “new” and “improved” experiences, but when business processes lag behind, “new” may not end up “improved”. Read how a major hotel chain’s efforts to reward its best customers with late check-out inadvertently left them out in the cold.

Working in a field that relies on people and technology to operate, UX research can quickly develop into a list of close calls. Our team at Centralis has run the gamut of what can happen during testing and are happy to share some tips on how to navigate through potential roadblocks.

While there are research tools available that we’ve used for years, we are always on the lookout for helpful additions to our repertoire. One of our newest tools is dscout, an online research tool that participants can take with them and use in moments that we could otherwise miss.