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After being involved in building user interfaces on lots of projects for decades we are finally seeing User Experience being a common concern. With the spread of the smart phone many people have learned to appreciate great user interfaces.
But how do we get the best User Experience spread in companies. We have some pretty strong experiences, but your opinion is more important. So please take 5 minutes and answer a couple of questions.
Hi, we are starting an experiment to find new ways to have a Conversation through a website like this.
The way we typically make a website is pretty stale, so people are spending more time on Facebook and less time on the rest of the Web. That is bad news. The web is open to everyone, we would like to see it stay relevant to everybody.
Do you already have conversation elements on your website?
That’s interesting. I wonder
At Ignore the Gap, we think that at its heart business is simple, make sure that customers are happy, and don’t forget to look after your employees, local community and shareholders.
What is the success formula for your company?
Hi, we are a Digital Technology & Design Advisory helping teams to kick off new products that are designed and engineered for a great experience from day one.
Have a look at our recent projects
We all have 24 hours in a day. A dollar is worth a lot less to Bill Gates than to you and I, but an hour means the same to all of us. Brands realise that the competition is for attention. If people will spend time with the experience you provide
Your product is an experience to your customers. Your services is an experience to your customers. That experience is what they judge you on. Let’s make it the best it can be.
We all want experiences that are worth our attention. That’s why we spend so much time binge watching, binge gaming, absorbed in hobbies or manically working out.
Maslows need pyramid
“To me, marketing is about values. This is a very complicated world, it’s a very noisy world. And we’re not going to get the chance to get people to remember much about us. No company is. So we have to be really clear on what we want them to know about us.”
— Steve Jobs
to Apple employees, 1997
Emotional Invested in:
What new market is this creating? Naturally nobody is interested in your idea
Sales and Marketing are concerned about people that will use your product next year. We are concerned about making the people that use your product Today. We work on improving the experience they have of your product.
If you have a Strong Product experience with your current customers it will be easier to sell tomorrows product
Mobile phones have changed the way we see the world. Many products are loosing their importance or make much less sense. How are you rethinking products and services for a digital world? Do you have an initiative?
Sales and Marketing are concerned about people that will use your product next year. We are concerned about making the people that use your product Today. We work on improving the experience they have of your product.
If you have a Strong Product experience with your current customers it will be easier to sell tomorrows product
In the past year I’ve been speculating about the trend for Social Media and Chat Apps taking up a lot of attention compared to the Web in general.
As a result I recently held a talk in Zürich @ UXCamp titled “Design for Conversation”. It looks at how we can approach how web pages and applications are designed to reflect the conversation with the user rather than resorting to the classic GUI Menus, Windows, Components and Controls.
At Ignore the Gap, we explore the way products will be designed and made in the near future and how you will have a two-way communication with your customers.
We talk, write and advise on the subject.
Where is Your project currently at?
At Ignore the Gap, we navigate the decisions when implementing a digital strategy. You want to bring the organisation along with the change, or even better let them drive it. To pace it take one step at a time, but which one?
There is only one good decision for your next digital step.
We talk, write and advise on the subject.
Your product may be perfectly made to produce and put on the store shelves. It is probably a great product, but as consumers we have all gotten used to the digital mindset.
We expect more. More personal. More convenient.
Is it time to learn from Digital Design and Development, constantly improving the product experience, allowing users to turn them into unique and personal experiences?
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Comments is an interesting topic. It has been the default for user feedback for most of the Web. However it has a troubled history as it seems to attract a lot of noise and nastiness.
After studying conversation I concluded that the problem with comments are twofold:
The effect is that everybody potentially gets a task of reading a large body of comments rather than a short summary. Rethought, I think comments have great potential.
Support is not the nicest of words is it! “Click here if you are an invalid that need help walking..”. Typically the support is a separate page or even website that you go to. That makes sense if you need help with something that isn’t happening on the web and doesn’t have a web page of it’s own. Usually that isn’t the case. If you want to contact a company about the lawnmower you bought, they will have a web page for that lawnmower. Getting advice about it should be on that page.
I assume that your support page looks something like this..
Hopefully you can ask any question you have and get it resolved. Chances are you went to the page with a real issue, and you need a solution. If you can’t find one you will leave frustrated. What you really want is have a conversation to clearly describe the issue and narrow down the solution candidates.
Typically however if you cannot find an existing answer you will have to re-type the problem as a message to support. This would work much better as a conversation where support can jump in when no standard answer seems to match.
Some sites add a chat box in the corner, telling the user to ask a question if they get stuck. Is that what you do? Something like this..
The chat option is nice, but it doesn’t really fit in the context of the page. It is a bit like comments in that it doesn’t have an implied topic so it feels artificial.
Is it for chatting about the main topic of the page. Is it about the whole website. Is it about a product. What would I chat with you about?