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July 09, 2007


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Hey Joshua, I agree with you here. I like to way you write about customer experience stuff. Very clearly and simple. It is frustrating to see people who make it so and high brow.

In your article here it all comes down to strategy. Making the customer perspective 'flow' through all touchpoints in the same way.

Drop me a line please.

Nice post. Explaining usability is often best couched in simple terms that folks can get their heads around, language they'll understand — what works and why. Pointing out potential pitfalls (and how to avoid them) can be as effective as pitching the case for a particular, favored feature.

So where is design in that model? Implicit in the external forces?

Hi Jackie, I'm glad you got value out of the post. My goal is to avoid jargon and speak in language a typical tech businessperson can relate to.

I would say design is in sync with user experience if the design process is user-centered. In other words, the design is based on empirical knowledge of user needs, not what the business thinks users want, or even what users say they want. Designers use this knowledge to inform choices about features to include or leave out, and even certain aesthetics (e.g., if our users skew older, our fonts need to be larger).

Check out my post about working with designers.

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