Articles
Tag: gerry mcgovern
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Digital Is Garbage
Think of all that useless content that organizations create. Why? Because that’s what management wants.
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Understanding Digital Speed
When you speed up collaboration, communication and content creation, you get to a point beyond which serious floods and crashes become inevitable.
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SurveyMonkey: When Support Overcomes Poor Design Decisions
A characteristic of successful companies today is they embrace technology AND human potential, combine emotional intelligence with data.
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The Patterns Evident in Top Tasks Research
In every environment of human endeavor we have surveyed, a small set of things really matter to people, and a large set of stuff doesn’t matter so much.
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Fallible Data
“Data is an imperfect approximation of some aspect of the world at a certain time and place,” wrote Andrea Jones-Rooy.
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The 3 Elements in Understanding Your Customers
It all begins with understanding the task, the reason the person is online, the purpose of their search.
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Are Your Customers Low or High Information?
Many have stopped trusting politicians, brands and elites not because elites have become less trustworthy, but because we've become more knowledgeable.
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Mental Strain of Delivering Excellent Service
Empathy should never trump evidence. We need much more logical, evidence-based thinking.
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As the Web Matures, Search Behavior Changes
On websites with great navigation and information architecture, the top tasks are easy to find through the navigation, and thus tend to be searched for less.
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Top Tasks Shortlisting
Top tasks are what people want to achieve on your digital properties. Shortlisting — turning a broad list to a smaller one to vote on — is a big challenge.
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Words Still Matter (Even in IT)
Words matter. When will we ever learn?
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Net Promoter Score Metrics Are Not Enough
It’s not about replacing the NPS, but rather about complimenting it with task completion and task time metrics
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Content Is Service, Service Is Content
Customers are changing, but organizations are not. Organization must change or else be disposed of, demoted, fired or made redundant.
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Poor Customer Experience Is Not an Accident
The culture in so many traditional organizations is that managers see themselves as predators and they see the customers as prey.
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