Monthly Archives: January 2011

Brilliant video on the ROI of UX

It can be hard to ‘sell’ the ROI of UX research. Many companies don’t want to spend (waste, they might say) the time to conduct user research and craft design requirements. They want to dive in and start building the … Continue reading

Posted in Product design, Usability, VOC | Leave a comment

CX fail: Amazon’s CSR script

Here is a transcript of a recent interaction between a friend of mine and a CSR at Amazon. This obvious ‘fail’ is especially funny, considering that many companies look to Amazon as a leader in usability and good CX. Amazon: … Continue reading

Posted in Customer service, Feedback | Leave a comment

EPA survey is a man-made disaster

I visited the Environmental Protection Agency’s site for some work-related research and was asked to take a short survey when I finished my visit. I agreed, only to discover that the survey was a man-made disaster. See for yourself. Good … Continue reading

Posted in Surveys, Usability, VOC | Leave a comment

Second thoughts about first impressions at UBS

This is a follow-up to my previous post about Swiss bank UBS’s outrageously detailed employee dresscode. I wasn’t the only one to jump on the absurdity of the 40-plus-page tome that instructed employees on everything from the color of their … Continue reading

Posted in Company culture, VOE | Leave a comment

Taking online insights offline

Erin Young presented a session at yesterday’s ProductCamp Austin on using web analytics to inform offline decisions. Here are my notes and thoughts: One of the best things about online testing is that it gives decisive answers to marketing questions. … Continue reading

Posted in Customer behavior, Marketing, Product design, Surveys | 1 Comment

Faster horses vs. Model T

Richard Eppel led a session at yesterday’s ProductCamp Austin about creating innovative products that customers want to buy. Here are my notes and thoughts: If Henry Ford had asked his customers what they wanted, they’d have asked for faster horses. … Continue reading

Posted in Feedback, Marketing, VOC | Leave a comment

What is your product’s personality?

Tulsi Dharmarajan presented a session at ProductCamp-Austin about building better UI. Here are my notes and thoughts: Your product has a personality, even if it isn’t a conscious choice on your part. It might be formal or casual, friendly or … Continue reading

Posted in Company culture, Customer behavior, Product design, Usability | Leave a comment