User Research
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User Experience Areas Explained
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1 min read
Can these disciplines be explained in two sentences? Click for a larger version…
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To catch you up, Motrin posted the below ad and people, particularly baby-carrying mothers, were so offended that the makers of Motrin pulled the ad. Many of the offended people (“Motrin Moms” there were dubbed) were on Twitter, as well as blogs and YouTube. As a result, marketers are starting to get scared of social…
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Maybe Don’t Call Research “Research”
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1 min read
Here’s a small but important lesson about getting field research done in a corporate environment. If you propose research, folks may hear that word and think R&D, and that’s not capitalizable, i.e. the cost can’t be allocated against a particular product/service. That means the cost can’t be delayed and counted against future revenues (delaying costs…
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Last week a friend of mine was telling me about how new products are created at her software start-up. Essentially it consists of salespeople talking to current and potential customers about an existing product and asking, “What else would you like it do to?” That in itself is a fine question that acknowledges the customer…
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Marketing Personas
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1 min read
I spotted this two page spread in Forbes magazine. It’s IBM using a persona (“Lois”) to get companies to think about ‘customer centricity.’ It’s text heavy and superficial, but if it increases customer centricity than I’m all for it. Similarly, Brett Lider points to Microsoft’s MSN personas. They’d be denounced by Cooperites based on the…
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One-Question Survey
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2 min read
The One Number You Need to Grow by Frederick F. Reichheld is a great, short article on using one-question surveys that measure loyalty correlated with customer behavior. Highlights: ‘Every month, Enterprise polled its customers using just two simple questions, one about the quality of their rental experience and the other about the likelihood that they…
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We’re All Out In The World
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3 min read
In Tekka, Cathy Marshall addresses a topic that’s been stirring in my mind lately… ‘…do scenarios and personas actually help, or do they just create a warm illusion of user-centered design?‘ She spends some time illustrating how products can drive personas… ‘Want to make personal security and encryption a necessary feature for [our persona’s] email…