Robots are great for cleaning the floor and are perfect for exploring the moon. They’re just not that great at customer support. The last thing your customers want is another “We received your message” email or “Thank you for holding” recording. Robots only succeed in making customers feel like another number, a dubious accomplishment for your team. They’re the opposite of the personal touch... Read More
Having a comprehensive data report about your website is like having a Rosetta Stone to guide your decision-making process over the lifetime of the website. A powerful report combines data gathered from a variety of sources, including observation of and interviews with users, and analysis of the website’s analytics.
Assembling this information into one place will help you to make... Read More
User experience design isn’t just about building wireframes and Photoshop mock-ups. It extends to areas that you wouldn’t necessarily think are part of the discipline.
For example, your customer service department can have a huge impact on your website’s overall user experience. Similarly, the design of your user experience could have an awfully big effect on your customer service... Read More
"What do you mean improve? I charged him correctly didn't I?". My manager looked at me disappointed. "Yes, Des, you charged him correctly. But a vending machine can do that too. They show up on time, they're more accurate, I don't pay them by the hour and they're never hungover. Your job is to do something that a vending machine can't do. Your job is to make our customers happy. Give them a... Read More
