How can we improve the involvement of customers to make our products great?
Last week I was at the Lift Conference in Geneva and on the train from Zurich to Geneva I moderated a workshop. The question we tried to solve was “How can we improve the involvement of customers to make our products great?”
Image by courtesy of Frederike Braitinger.
Here a picture of the resulting flipchart. Unfortunately the post-its are in German.
An example of such a involvement of a customer could be: Your mobile phone has a poor signal when you are at home. So you contact your phone company to tell them about it. Now it’s very important how they respond.
Left side of the flipchart: Emotions that the phone company wants to produce after giving feedback to the customers
Right side of the flipchart: Solutions that help the phone company to create these emotions.
Of course this not only holds for service providers like phone companies, but also retailers, internet startups etc. etc.
Want to improve upon this flipchart? Write your feedback in the comment of this blog post or get in contact with me.
Product development without usability testing is like…
Analogy 1 by Reto Lämmler:
…if a pilot (development company) and co-pilot (client company) would want to land a plane (project) in fog without a radar (usability tests). The co-pilot trusts that the pilot will land the plane savely, but the risk will be reduced by using a radar.
Analogy 2 by Dagmar Muth:
… if you buy normal vegetables (product without usability tests) instead of organic vegetables (product with usability tests). It’s cheaper, but you don’t know with what kind of unhealthy stuff it has been sprayed and mostly it doesn’t have that delicate taste that organic food has.
Both have been mentioned at the last UX-Chuchi. I thought it would be great to share them. Maybe they will help you to sell usability testing to a client…
Slide in a shoe store for children (and men)
I found this slide in a shoe store in Berne. The picture was taken on the ground floor. The slide leads to the basement. In the basement you have shoes for children and also for men.
Obviously children would love to take the slide, but maybe the men’s department was put intentionally in the basement, since there surely are some men who would like to slide while their girlfriends and wifes shop on the ground floor?
Was this designed on purpose or is it just a nice side-effect?
How to create a gamified tax software
I just came back from the Lift-Conference in Geneva where I attended a workshop about gamification. Our group brainstormed some ways how you could make a tax-software a more enjoyable and engaging experience through gamification.
Check out this photo of our flipchart: