Articles

Tag: behavior

  • Major League Baseball Team Used Tobii's Eye-Tracking Technology

    Major League Baseball Team Used Tobii's Eye-Tracking Technology

    How often do Cleveland Indian fans look at the main scoreboard and LED signs at the team's ballpark? To find out, the team employed a device designed to take the guesswork out of marketing -- the Tobii eye-tracking glasses.

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  • Customer Experience: A Cost Benefit Analysis of Simplicity

    Simplicity for the customer causes complexity for the organization. When Manish Chandra was launching Poshmark, a shopping party app, one of the design decisions he faced related to the payment system. It was relatively easy to plug PayPal in.

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  • Content Strategy: Why Review and Remove Are Such Critical Web Skills

    In the history of evolution it is generally better to complicate than to simplify. But complication can hit a wall. If most websites were organisms, they would constitute very dysfunctional ones. They would have a strange digestive system. It would have a capacity to eat lots and lots of content.

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  • Customer Experience: You Can't Predict the Future But You Can Adapt to It

    The more complex the world becomes the less predictable it becomes. Thus, adaptability is key to success. "Have you ever thought economists were far more confident in their statements about the world than they had any right to be? Well, now there's proof.

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  • Web Experience: Balancing Simplicity and Complexity

    Do people want a simple life? Or do they want the complex life made simple? A few years ago I read an article about the failure of Lively, Google's attempt at creating a virtual world / environment, similar to Second Life. Lively was by all accounts really easy to use.

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  • Web Experience: In Defense of the Committee

    The brilliance of the individual and the stupidity of the group or committee is one of the most poisonous ideas in modern society. Scandinavians are very much a consensus-driven people. They discuss a lot. Managers are not supposed to impose their will but rather encourage consensus. What an awful place.

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  • Web Experience: Beautiful Does Not Always Mean Usable

    It's good to make your website or application as beautiful as possible, but not at the expense of usefulness.

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  • The Real Reason Why Intranets Aren't Working

    A great many of the content and tools for employees are badly designed and managed because management does not respect employee time. For salary-based workers it would seem like the world is going backwards. Longer and longer workweeks are being demanded by employers all in the name of productivity.

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  • Web Experience: How Useful is Your Website?

    Great websites have a clear function, purpose and use. What does your website help your customers to do? Craiglist is used by more than 50 million in the US alone to buy and sell stuff, find apartments, work, etc. Craigslist epitomizes anti-marketing and anti-design yet it is hugely successful.

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  • Customer Experience: How to Choose the Right Web Metrics

    Judge your success based on how successful you make your customer. There once was a business-to-business website that sought to bring buyers and sellers together. When it started out it had a simple philosophy: Have as many sellers as possible and the buyers will come.

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  • CXM: Is Your Content Getting in the Customer's Way?

    Most customers need another page of your content like they need another piece of spam in their inbox. "The content people are killing the website," a web manager told me sadly. Twelve months previously the company had reviewed its website.

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  • Web Experience: From Built to Last to Built to Change

    The Web facilitates continuous testing and improvement. Great web designs are responsive and flexible. They allow for rapid innovation based on feedback. Hulu is a web-based premium content service owned by NBCUniversal, Fox Entertainment Group and The Walt Disney Company, with the remainder being owned by Providence Equity Partners.

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  • Customer Experience: The Age of Data

    If you're part of a large website then understanding human behavioral data will be central to the advancement of your career.

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  • CXM: UK Councils Embrace Top Tasks Approach

    Top Tasks Management involves continuously improving the top tasks of your customers. "Two years ago we introduced the concept of top tasks," the Socitm Better Connected 2012 report on UK websites states. "Last year we tested it out.

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