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I first started conducting user experience (UX) research back in 1997 while working for Modem Media, a digital ad agency. At that time, we were building some of the world’s first consumer-facing websites (mobile was still far off) for clients such as AT&T, Delta Air Lines, Citibank and JCPenney. We also built and ran the first banner ads; yes, you can blame Modem Media for those. It was a great time to start a career and since a lot of what we were doing had never been done before, we learned a lot through trial and error…

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