Prior to joining Nielsen Norman Group, Susan Farrell was a interaction design engineer for Sun Microsystems, where she conducted usability evaluations and helped design software, information delivery systems and web-application interfaces. At Silicon Graphics, she designed customer self-help applications and the information architecture for the company’s first customer-service web portal. A Web developer since 1993, Farrell understands the technical and cross-platform details of the medium as well as Web usability issues. She advocates paying attention to the details of customer interaction while taking advantage of company information resources to streamline overall service and information delivery.
Since joining Nielsen Norman Group in 1999, Farrell has consulted with dozens of companies — multinationals, government, open source, and early startups — regarding website and mobile-device usability, interaction design, and information architecture. She conducted the User Experience Careers survey, co-authored the E-Commerce User Experience research series, conducted accessibility research for the Usability Guidelines for Accessible Web Design report, and contributed to many other NN/g research reports.
Farrell is a member of User Experience Professionals Association (UXPA) and ACM Computer Human Interaction (CHI).