What Our Clients Say

Jay has helped Expedia develop a disciplined focus on the customer experience. If a feature is intuitive and useful on Expedia, it’s probably due to the good work of Jay and his team.

– Jeffrey Low, Director, Strategy and Business Development, Expedia

By leveraging Customer Experience Labs unique skills I am able to optimize products by using eye tracking to gather insight, prior to the conceptual phase. This is critical. The best way to validate an opinion is to put it in front of an audience and monitor their experience. Time and again, working with Customer Experience Labs I was able to validate my customer offer prior to launch, and maximize sales. A 15-20% lift in campaign performance is common in concert with a strong A/B testing methodology. In my opinion, there is simply no better way to validate the likely impact of a visual message, than through eye tracking.

– Rusty Metty, former Art Director at Expedia, Inc. (Currently Design Lead at Seattle Times)

Jay has a creative, almost real time approach to research. He leads his team to always be thinking about ways to outperform the competition, all with the rationale of solid, independent research behind them. I have never worked with someone who was more in tune with the market and its possible opportunities. Jay is a very tough negotiator, always pressing vendors for more performance as well.

– George Webb, Former regional sales manager at Keynote Systems

Jay’s work was always top shelf and without question.  Jay is considered to be an expert in his field and was someone my teams relied on heavily. I would hire Jay without reservation.

– David Atkins, Vice President Business Development, Expedia Inc

Jay is incredibly knowledgeable in areas around user experience and psychology, ethnography, and usability. He is very proficient at getting the job done, and has been great to work with.

– Sachin Jhunjhunwala, Sr. Operations Product Manager, Expedia, Inc.

Steve’s insights and services provided some of the most meaningful input to Wegmans multi-million dollar web redesign.  Through strategic planning sessions and follow-up usability studies, Steve helped the team stay true to our brand and our customer, while still producing an exciting product.  He has the best facilitation skills of anyone I know which is especially helpful in sometimes charged political situations.

– Andrea Zuegel, Wegmans Interactive Manager (1990-2008)

Customer Experience Labs was a pleasure to work with on a major research project. They provided great actionable insights that were able to improve our business. Additionally, the presentation of findings was excellent and gave everyone from executives to designers a better understanding of how our users interacted with our website.

– Alex Fisken, Director of Web Strategy, Network Solutions

Jay advanced the level of usability research at Expedia. He ran for the first time in Expedia’s history, ethnographic studies to enhance the Cruise Team’s understanding of the target ‘cruiser’. He led a cross-disciplinary effort to develop personas that identified the customer groups, which helped the cruise team better understand the major customer segments they were designing the product for.

– Honor Gunday, Program Manager, Expedia.com

Customer Experience Labs has many years of experience conducting and interpreting eyetracking studies. These skills have helped hotels.com improve overall site usability by detailing trouble spots and suggesting improvements based on their experience and usability standards. I will continue to use their services and would recommend them to anyone needing basic usabilty testing to in depth analysis with eyetracking and usability combined.

– Scott Klein, Former UX Research Manager at Hotels.com

I worked with Steve on a number of research projects that focused upon web design concepts and usability.  We applied various methods to the projects, ranging from Online Bulletin Boards to In-Depth Interviews and Eyetracking Usability.  He is not simply a research vendor, but a partner who will gain a deep understanding of your business and your customers, to help craft the best approach and recommendations.  I have worked with other vendors in the past, and Steve has been the most solid resource for guiding me through the research process, while taking a collaborative approach to research plans that made a real impact to my projects.  If you want to make a solid investment in user research for your organization, look no further.

– Nicole Lilly, Former User Experience Project Manager at Dell

Jay is a pleasure to work with and is an expert when it comes to user interface design. I have enjoyed collaborating with Jay and discussing customer experience and online marketing strategy. He certainly knows the Web!

– Liz Edison, Co-founder, Managing Partner, eVOC Insights, LLC

Customer Experience Labs mobile usability testing allowed us to quickly gain a great deal of insight into how our customers were using our early stage mobile product. Their research uncovered many barriers that we initially did not see on our own. As a result of their research and recommendations we made immediate changes which made our customers happier and our app easier to use.

–Brian Kalma, Former Senior Director of User Experience at Gilt Groupe

In May of 2011, as part of our ongoing efforts to make OneCall.com a site buyers love to shop, we engaged Customer Experience Labs to conduct a two day usability study. We found that Customer Experience Labs conducts usability testing in a professional manner and its management group to be reliable and engaged. More importantly, the post study recommendations and consulting led to changes on OneCall.com that increased conversion and average order size. We recommend Jay Eskenazi and Customer Experience Labs and plan to engage their services in the future.

–Dave Weissman, VP Sales & Marketing, OneCall.com