It’s so comforting to know that in times of imminent danger, our stress call will require seven careful steps.
I saw this sign posted on the Governors Island Ferry when heading back to Manhattan after a nice birthday picnic in the park. You may recall that New York City has had some ferry trouble in the [...]
I shop online so often that it’s second nature for me to immediately start typing into an shipping/billing address form based on the textbox widths and layout. However, as I was just checking out from Garnet Hill, I realized something was off.
Field labels are underneath the text field. Wow.
Had it not been for the Middle [...]
A few weeks ago Orian sent me a hilarious but sad cartoon on the all-too-familiar process of cumulative error and product dilution during a project life cycle: customer request -> finance -> engineering -> manufacturing -> marketing -> delivery. Not only do we fail to deliver on what was proposed, but what the customer said [...]
Tags:Design·Humor·Methodology·Pain·User Experience·Web Development
[This is an update on the disappointing conditions I recently experienced at the Sheraton Centre Toronto Hotel.]
Within 12 hours of my critical survey submission to TNS Global — the vendor who handles Sheraton’s customer satisfaction surveys — I received the following email from Sheraton’s Manager of Experience Engineering.
I’m really glad they’re listening.
Read the full email [...]
Tags:Customer Experience·Customer Service·Emails·Pain·Pleasure
Allow me to preface this rant by saying that the organizers of IDEA 2009 are in no way responsible for the poor accommodations and service at the Sheraton Center Toronto Hotel. Though it was the hotel recommended on the conference website and at which a group discount was provided, there is no way that the [...]
