About the Authors

Janelle Estes is a User Experience Specialist with Nielsen Norman Group. She works with clients in a variety of industries and presents regularly about user testing and writing for the Web. She has been the primary researcher on and co-author of NN/g reports on transactional email messages and donation usability for non-profit and charity websites. Estes began her career as a research associate on the Customer Experience team at Forrester Research, where she was involved with many research efforts related to user experience and user centered design. Additionally, Estes has worked as a user experience consultant with companies across many industries, including retail, financial services, healthcare, manufacturing, and telecommunications. Most recently, Estes worked at Chordiant Software as a Human Factors Engineer in an agile development environment. Estes holds a BS in Information Design and Corporate Communication, and an MS in Human Factors in Information Design, both from Bentley University.

Amy Schade is a Director at Nielsen Norman Group. She works with clients large and small in a variety of industries, including e-commerce, music, government, banking, publishing and education, including extensive work on corporate intranets. She has conducted user research, including longitudinal studies and eyetracking research, worldwide. She regularly presents tutorials on user testing, intranet usability, writing for the Web and email newsletter usability.