Articles
Tag: gerry mcgovern
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Design Navigation for Clarity and Fidelity
Good navigation gives people a sense of what’s involved in the journey: how many steps, how long it will take, what exactly they will get.
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Navigation Design: Twins and Minimalism
Navigation on your site should be as robust as necessary for any given task. In most cases, that means not much navigation at all.
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Design Navigational Momentum and Unity
Build navigation to get customers to their destination as quickly as possible.
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Trust Versus Use
The recent Facebook data controversy raises many questions, one of which is: why do we keep returning to a company we don't trust?
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Why Enterprise Software Fails (And What to Do About It)
Senior management shares a focus on cost savings at the expense of the employee experience. No wonder enterprise systems are broken.
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Measure Customer Use of Things, Not Customer Satisfaction With Things
Net Promoter Score may be easy for companies to gather and assess, but it does a poor job of predicting customer retention.
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Why Organizations Are Still so Bad at Findability
Organizations insist on having internal search, but fail to invest the time and effort to make sure it works. Why?
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The Most Powerful Words Are Often Not Searched For
The words that matter most to people aren't the ones they search with. Parse the difference and your customer satisfaction will improve.
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Complexity Is Making Many Experts Redundant
Trust is eroding in institutions and businesses because people realize they are no longer fit for purpose.
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Developing a Customer Obsession Culture
The one sure way to take care of your customers is to respect their time.
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Dear AVG, I'm Just Going to Have to Let You Go
The greatest power customers have is the power to switch. Loyalty isn't rewarded, but switching is.
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Quality Information Requires Quality People
The algorithms aren't going to deliver us quality content on their own.
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Organize Around the Customer Task
When people come to businesses, they aren't looking for a service or a product: they're looking to accomplish a task.
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Designing for Simplicity of Use
When businesses design products, they often try to make it simpler for themselves, not the customer.
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