Earlier this week, I posted a tweet promoting a product that was pretty cool. The application was graphically beatiful and incredibly useful… but I couldn't actually figure out what it melakukan or bagaimana untuk menggunakannya tanpa banyak pekerjaan.
The company immediately tweeted back that the interface was “simple”. I replied, “thanks!”. I wasn't going to argue with their logic. They were obviously a lot smarter than their user… a seasoned techy and geek.
You can lead a horse to water, but you can't make it drink.
Tentu saja, antarmukanya sederhana mereka. They built it! The application in question has actually been on the market, unchanged, for quite a while with very slow adoption. Hmmm… so we've not had rapid adoption and we've gotten feedback that our interface was clunky. Perhaps the two are connected?
It's not really fair to insult a user by thinking they're dumb. Relatively speaking, you should always assume they are dumb! I'm not saying all users are dumb… just setting a ‘frame of mind' when thinking about your customer experience.
Dalam saya percakapan dengan Clint Page, dia menggembar-gemborkan media sosial sebagai sumber informasi pelanggan yang luar biasa - menghemat uang dan waktu perusahaan untuk survei, grup fokus, dan strategi. Pelanggannya menyukai produknya, dan mereka tahu apa yang mereka butuhkan untuk membuat hidup mereka lebih mudah… serta Dotster lebih sukses. Dotster hanya perlu meletakkan dasar untuk mulai mendengarkan mereka!
If you're a technology company, the conversation is already happening about your product! You can search kegugupan, coba a Fan Page di Facebook, Gunakan Google Alerts or simply post a blog post and solicit feedback. If your users know you are listening, they'll provide you with the answers you need. You just have to be smart enough to find the answers.