Appendix . About the Authors
Jen Cardello is a User Experience Specialist with Nielsen Norman Group. Since 1996, Cardello has specialized in user-centered and business-focused website strategy, expert reviews, competitive analysis and information architecture. She previously led customer experience consulting practices at Gomez Advisors, Watchfire and Keynote Systems where she advised clients in sectors including financial services, telecommunications and lodging. During this time she also developed hundreds of user experience criteria for the Keynote Scorecards that benchmark dozens of financial services websites including banks, brokerages, lenders, and insurance carriers. As principal of her private practice, Cardello worked with clients in ...
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