Undercover Boss is one of my favorite new shows. Why? Because we desperately need to encourage upper management to get in touch with what’s really going on inside their companies. The right hand doesn’t know what the left hand is doing, and it’s harming employees just as much as customers, if not more.
I was introduced [...]
Entries Tagged as 'Pain'
Undercover Boss: Just How Badly is Your Company Screwing Itself
May 14th, 2010 · 2 Comments · Customer Experience, Pain, Strategy, User Experience
Tags:Clients·Customer Experience·Pain·Realizations·User Experience
SeamlessWeb: Don’t get between me and my food
May 14th, 2010 · 5 Comments · Pain, Pleasure, User Experience
I’ve written about SeamlessWeb before, so you probably know that I’m a huge fan of their service (delivery from an enormous selection of restaurants), but quite appalled by their website. I put up with poor usability for two very important reasons: I love food, and there’s no other option.
My biggest complaint has always been their [...]
Tags:New York·Pain·Pleasure·Usability Evaluations·User Experience
Bill Maher makes fun of Captcha’s poor usability
May 12th, 2010 · 6 Comments · Humor, Pain, User Experience
If you follow me on Twitter, you know I’m in love with Bill Maher. You might not agree with his politics, his ideology, or his bad language, but you’ve gotta admit that he has a knack for putting people in their place.
At the end of each episode, Bill Maher gives his New Rules — an [...]
Questions show passion, not doubt
May 10th, 2010 · 4 Comments · Consulting, Pain
I was recently contacted by someone to contribute to a project they’re working on. It was a well-connected and well-respected person whose work I’ve followed for years, so naturally I was quite excited by the inquiry.
The initial email was a bit sparse — describing the project in just a couple sentences — and while it [...]
SXSW Interactive: Never As Good As the First Time
March 26th, 2010 · 11 Comments · Conferences, Pain
I’m behind on summing up my thoughts on this year’s SXSW Interactive. A lot of people have panned the conference, saying “SXSW sucks,” “SXSW is dead,” and more constructively, “the conference isn’t that good.”
Fast Company called the keynote with Twitter co-founder and CEO Evan Williams, “the most horrifically devastating keynote presentation in SXSW history,” and [...]
