Jennifer Cardello


Jennifer Cardello is a director at Nielsen Norman Group. For over 15 years she has defined strategies to help organizations bridge the gap between business goals and user needs.

At NN/g, Cardello’s research focuses on information structure, navigation patterns, rating and review systems, discussion forums, content sharing, and trust and persuasion. She has conducted numerous studies to inform training courses and research reports and uses techniques including remote testing, eyetracking, diary studies, information architecture tree testing, surveys and focus groups. Cardello’s client work includes heuristic website reviews, user studies, information architecture analysis, and custom competitive benchmarking. Her full-day training courses are taught worldwide at the Usability Week conference and cover information architecture, navigation design, social features and credibility and persuasion.

Cardello previously led customer experience consulting practices at Gomez Advisors, Watchfire and Keynote Systems where she defined usability criteria for the Financial Services Scorecards and oversaw biannual usability data collection for all Scorecard industries. As the customer experience consulting director, she codified user-centered design and evaluation processes, developed strategic plans, defined information architectures and conducted user experience analyses for over 60 organizations in sectors including financial services, retail, healthcare, travel and transportation.

Cardello holds a B.F.A. in Architecture from the Massachusetts College of Art and Design. She is based in Boston, Massachusetts.


  • Site Diagnosis, LLC

  • Keynote Systems
    Director, User Experience Consulting

  • Watchfire
    Vice President, Customer Experience Services

  • Gomez
    Vice President, Customer Experience Services


  • Bachelor of Fine Arts, Architecture
    Massachusetts College of Art and Design


Training Course Instructor