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 gibuhat sa or sa unsa nga paagi aron magamit kini nga wala daghang trabaho.
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.
Siyempre, ang interface yano ra kanila. 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.
sa akong pakigsulti sa panid sa Clint, gipunting niya ang social media ingon usa ka dili katuohan nga kasayuran sa impormasyon sa kostumer - pagtipig sa kwarta ug oras sa kompanya sa mga survey, pokus nga mga grupo, ug mga pamaagi. Gusto sa iyang mga kostumer ang produkto, ug nahibal-an nila kung unsa ang kinahanglan nila aron masayon ang ilang kinabuhi ... ingon man Dotster nga labi ka malampuson. Kinahanglan ra nga ibutang ni Dotster ang sukaranan aron masugdan ang pagpamati sa kanila!
If you're a technology company, the conversation is already happening about your product! You can search Twitter, pagsulay a Panid sa Fan sa Facebook, gigamit Google Alert 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.