Some things just cannot be undone. How many wrong, dumb, or intentionally hurtful things have left our lips that we wish we could get back the moment they're spoken? I know there have been plenty of those times for me, and I'm sure there will be many more. Even more wild, sometimes, are moments … [Read more...] about Conquering Accidental FUD in a Product
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
We've entered a new era of data-informed decision-making. The capabilities of data storage continue to grow as the cost of storing data goes down. And you don't have to be harnessing "Big Data" to perform market research, competitive analysis, or user testing. The research we need to drive business … [Read more...] about Playing Telephone with Research
