The unsung hero of achieving product-market fit is the space between checking checkboxes. You've done everything right. You've prepared. You've researched. You're experimenting. You have something worth buying. You have a business plan and goals. The steady plod between idea and launch is well … [Read more...] about Finding Pivotal Moments
These are remotes in my household. One of them has so many choices that I have to look down to find the button I need to make the interaction I want happen. The other has fewer and, thus, makes it a bit harder to jump to a direct interaction. Yet, because it has less buttons, and those buttons … [Read more...] about Snag Hunting
On a frequent basis, we all try to complete a task online and get horribly frustrated. Forms are unintuitive, important pages are hidden, instructions are wrong—sites can be plain unhelpful. When you have to force yourself through a task that's valuable, but you have an unnecessarily difficult … [Read more...] about Help Websites Improve with This “Bad Experience” Email
In the past couple of weeks, I've had two distinct experiences with two WordPress related companies' support systems. Neither one of them actually ended up in my problem being fixed, but the experiences of each were worlds apart. I hope the contrast between them demonstrates how communication is … [Read more...] about A Tale of Two Support Cases
