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Gerry McGovern  Partners |
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Gord Hopkins: Partners: Customer Carewords  Gord
Hopkins is co-owner of Neo Insight Inc., a Canadian usability
evaluation and design consultancy serving both the public and private
sectors. Gord is recognized for his innovative, customer-centric
research and design skills. Gord is driven to "help people achieve
their goals quickly, efficiently and with satisfaction".Gord has over 25 years of experience improving the customer experience for a broad range of products and services, including a multitude of web-based services. Gord focuses on helping clients understand their customers' website behaviour, not based on what they say in focus groups, but by directly observing people as they interact with websites. He makes extensive use of remote testing techniques and tools to observe people interacting in their own environment. He feels this provides a much richer understanding of the actual customer experience, providing insights which are often missed in a lab environment. Gord's research and design interests focus on the entire workflow or high level goals. These skills have been applied across numerous projects ranging from optimizing remote consultation between doctors and patients; to knowledge networking within government; to enhancing the customer experience of many service-oriented web applications. Gord teaches a one-day workshop on "Designing usable and useful web applications" and is often invited to present custom workshops on similar topics. He co-authors a monthly newsletter, called the Insighter, in which he addresses recent trends in web use and explores new techniques for observing and measuring web usability. Gord has a Ph.D. in Cognitive Psychology from McMaster University and has conducted post-doctoral research in the area of Human Factors at the University of Alberta. Prior to co-founding Neo Insight, he worked for the Communications Research Centre, Bell-Northern Research, and Nortel Networks. Email Gord Hopkins Neo Insight Inc. Partners About Customer Carewords |
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