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Category Archives: Usability
Simple innovations that haven’t made the rounds
How often do you see a clever innovation and think, “Brilliant! Why didn’t someone figure that out sooner?!”? Today, I’m going to talk about some clever innovations that someone has thought of, but that – for reasons unknown to me – … Continue reading
Posted in Product design, Usability
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Nicely handled, SGov
It’s no secret that I love my MBA program at Stern. Last week, the student government (SGov*) gave me one more reason – and its handling of the situation illustrates some CX principles relevant to this blog. The scenario: There … Continue reading
Posted in Feedback, Surveys, Usability, VOC
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E-mail marketing: beauty and the beast
E-mail marketing is a cheap, easy way to reach potential customers and keep existing ones engaged. It’s tempting to create elaborate templates and designs to yield beautiful e-mails worthy of a top-notch marketing team. It’s just as easy to forget … Continue reading
Posted in Marketing, Product design, Usability
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Too busy for a proper post
There are two weeks left in the semester and am busy wrapping up assignments, putting together presentations, and studying for final exams. Both my schedule and my brain are bursting at the seams, but I wanted to post a few … Continue reading
Posted in Feedback, Marketing, Product design, Surveys, Usability
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Don’t like the new Gmail?
I’d heard grumbling about the new Gmail interface and decided to check it out. The reason for the grumbling was immediately apparent (yikes – so ugly and hard to read!) and I switched back. Google noticed and offered me a … Continue reading
Posted in Feedback, Product design, Usability, VOC
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Applying for jobs? Treat recruiters like customers
I’m in the midst of my biggest job hunt since 2003, when I was finishing undergrad. The competition was fierce then because jobs for freshly-minted BAs were scarce. This time around, I’m applying for MBA summer internships in consulting. Hiring … Continue reading
Posted in Customer behavior, Marketing, Product design, Usability
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XE.com’s user-friendly tool
It’s a treat to stumble across user-friendly design. This currency conversion tool on XE.com is simple, yet rich and intuitive. The Amount field is nothing fancy, but the From and To fields have: Smart lookups: You start typing “peso” or … Continue reading
Posted in Product design, Usability
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Curse of interaction design
As I was sorting through some papers, I came across one of my favorite sections from Alan Cooper’s book, The Inmates are Running the Assylum: If, as a designer, you do something really, fundamentally, blockbuster correct, everybody looks at it … Continue reading
Posted in Marketing, Product design, Usability
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Awesome unsubscribe by Express
After so many examples of poorly designed unsubscribe processes recently, I was especially happy to see how Express handles it. Check it out: Here’s what I love about this UI: It ‘remembered’ my e-mail address. The default is to unsubscribe … Continue reading
Posted in Customer behavior, Feedback, Product design, Usability
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Another convoluted unsubscribe process
This is my last week of work,* so I’m unsubscribing from various lists so that whoever is stuck sifting through my redirected e-mails has less to deal with. Here is another unnecessarily convoluted unsubscribe UI: (Ironically, this is a company … Continue reading
Posted in Product design, Usability
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The CX Rx 