About Information Architecture

The word 'information architecture' is used quite a bit in the Web industry and is closely related to customer experience. Sometimes customer experience and information architecture will arrive at the same solution -- but they aren't quite the same thing.

Hurst, Mark. GoodExperience (2000). Design>Information Design>Web Design

Budgeting for Advertising and Customer Experience

The most effective companies realize that they can't succeed on advertising alone; the customer matters.

Hurst, Mark. uiGarden (2007). Articles>Web Design>Usability>User Experience

This Is Broken: A Compilation of Bad Experiences

If you know a user experience that irritates you, don't just site there and grouse about it. Send it in to ThisIsBroken.com, a compilation of bad experiences: products, services, places, and Web designs that don't put the user first.

Hurst, Mark. Usability Professionals Association (2004). Articles>Usability>User Interface