At Hubspot’s INBOUND13 conference, Kathy Sierra talked about awesome products, and (lucky for us) lots of people shared her insights on Twitter. A short twit summary:
Web developer Alex King wrote about Customer vs. Product Support:
How to best provide support for the software you create is an interesting point of deliberation. I’ve gone through various stages and iterations, all different as circumstances have evolved, but all driven by the same question:
How can I create the best experience for the user in a way that is sustainable?
This is something we at Viadesk struggle with, too. We try our best to be a user focussed company, while providing a freemium service. Formally, we only provide support to paying customers. But in practice, free users also receive prompt replies to questions and feedback. Which also means that valuable time spent supporting users cannot be used to create better documentation. Decisions…
Great article by Nate Kontny, the creator of the briliant web app Draft.
In order to create a truly innovative product:
- Study the tasks people use a product for.
- Turn those tasks into a series of steps the person follows to get the task done.
- Finally, start eliminating steps. That’s it. Innovative products eliminate the friction of doing a task.
Step 3 makes all the difference.
As an aside: that is why mobile apps are such a disruptive force for classic desktop software markets. The touch interface and the built-in access to your location (GPS) alone eliminate a lot of steps.
How Facebook’s Design Team redesigned the News Feed.
23 April, 2013
The story of my app – Christoph Niemann
Simplicity is not about making something without ornament, but rather about making something very complex, then slicing elements away, until you reveal the very essence.
After all the slicing away, you may realize, now that you can clearly see the idea, that it’s actually not very good.
7 April, 2013
Apple: The Perfect Retail Experience – Thomas Hawk:
Being able to walk into a store and purchase something right there at the entrance in less than five minutes is the absolute height of customer service. It’s delighting a customer who will certainly remember that experience the next time it comes to making a purchase and who will be back. No wonder so many people are buying Apple products.
As a notorious hater of shopping, I would not call the crowded Apple Store experience perfect. But the possibility to make an appointment with an expert (Genius) and the self-service Apple Store app are good examples of a focus on good customer experience, that you hardly ever come across elsewhere.
Why I love my angriest customers – Phil Libin (CEO Evernote):
At Evernote, we spent about a week wondering if we were going to get enough feedback and then the past five years trying to survive the avalanche. The trick is understanding what feedback is and isn’t good for. In short: Customer feedback is great for telling you what you did wrong. It’s terrible at telling you what you should do next.