Vorig jaar april schreef ik over data driven design, oftewel het ontwerpen laten aandrijven door research. Daarin toonde ik een tweedimensionaal model van informatiearchitect Steve Mulder om de beschikbare user research methodieken in kaart te brengen. Christian Rohrer heeft dit model nu verder ontwikkeld tot een vierdimensionaal model. (more…)
Veel bedrijven werken klantgericht en denken een lange, warme relatie te hebben met hun klanten. Ze denken dat hun klanten loyaal zijn, maar is dat zo? 68% van de klanten die overstappen naar een ander is tevreden dan wel zeer tevreden met de klantervaring. Maar toch gaan ze weg. Hoe zorg je dan wèl dat klanten terugkomen? Volgens Lou Carbone, keynote spreker op de Microsoft Mix Essentials 2008 afgelopen week, door klanten emotioneel te binden via de klantbeleving die je biedt. (more…)
Het succes van een informatiesysteem zoals een website of intranetportal is afhankelijk van de mate waarin gebruikers in staat zijn hun doelen te bereiken. Dit gegeven is niet nieuw. Maar hoewel we steeds meer de gebruikersdoelen mee laten wegen bij het ontwikkelen van sites, baseren we ons nog vaak op een te beperkt inzicht in het gebruikersperspectief. We missen belangrijke data.
Today, on the last day of the UI11 Conference, we have seen a terrific keynote by Barry Schwartz, Professor of Social Theory and Social Action and author of the book ‘The Paradox of Choice – Why Less Is More’. It is by far the most usable keynote in my experience. Here is a selection of my notes.
We have always assumed that more freedom means more welfare. And we consider the ability make our own choices a key factor of freedom. So, more choice means more welfare. Or at least, this is how we think the world works. The business world has been acting upon this for many years and the public sector has been into this as well. Just look at the choices in the supermarket (cookies, desserts, toothpaste etc.).
Choice is good. But the problem is that we think that is only good. There is more choice than we need. There are three effects of having too much choice: (more…)
In a news release, Chris Mairs of BCS warns that “continuing failure to adapt both current and future IT systems to a group representing over 15 per cent of the population (UK statistic), will critically impact on all of us.”
Mairs points out that “the aging population means a significant proportion of us will eventually be classified as disabled, particularly with some degree of visual impairment. Added to which, this sector of society also represents an annual spend of £50 billion (UK statistic), a figure likely to grow annually by over ten per cent.” (more…)
Last week a marketing writer of TechSmith contacted me through my blog, just one day after I positively mentioned their product Morae. I was asked for an interview, to be used as a testimonial in their e-newsletter and on their website.
What fascinated me was that this marketeer had in fact found the article on my moderately visited blog and acted on it, in less than a day after publication. That moment I realized that this had been a perfect example of using meta-syndication as a PR / marketing instrument. (more…)
