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Ultimately, everyone wants to make user experiences like this. But along the way, some short-sighted MBA or marketer gets involved, who's job success is measure
by jbob2000 10y ago
Ultimately, everyone wants to make user experiences like this. But along the way, some short-sighted MBA or marketer gets involved, who's job success is measured by email subscription numbers or another metric, and the whole thing gets messed up.
- jonmacdonald 10y agoWhat if customer experience was the only metric that mattered? We find that our clients who focus on this as the main metric see sales double... which is really what all the suits care about.
- eevilspock 10y agoJust imagine how much better Google would be if user experience was 100% of their focus, not shared with advertisers (Google's real customers the way it works today).
- jonmacdonald 10y agoTrue. It is a wonder that they've been able to keep the home page of google.com just focused on search. That is still the best example of usability and user experience on the internet, IMO.
- fighting 10y agoBut how can you show how proactive you have been in your quarterly performance review without testing out various user funnel strategies, optimizing conversion rates and paying consultants for A/B tests?
- jonmacdonald 10y agoYou mention tactics. Instead, focus on metrics trends. Optimizing the customer experience may include the tactics you've mentioned, but if you walk into a review and show that your customers are happier (net promoter score, or clips from user testing, for example), conversion rates are up, and online revenues are up... that would be pretty darn good evidence of a job well done.
- fighting 10y agoIn reality, the reviewer is thinking, so what have you done for me lately?
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