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 die or hoe it te brûken sûnder in soad wurk.
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.
Fansels wie de ynterface ienfâldich om harren. 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.
Yn my petear mei Clint Page, Hy prate sosjale media as in ûnbidige boarne fan klantynformaasje - besparje it bedriuw jild en tiid op enkêtes, fokusgroepen en strategyen. Syn klanten hâlde fan it produkt, en se witte wat se nedich binne om har libben makliker te meitsjen ... lykas Dotster súksesfol. Dotster moast gewoan de basis lizze om nei har te harkjen!
If you're a technology company, the conversation is already happening about your product! You can search Twitter, besykje a Fanpagina op Facebook, brûke 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.