The Purpose of a Business is to Create a Customer

A customer is defined as a person who pays a business for goods and services. If a person does not pay, they are not a customer. The nebulous term of “user” is assigned when a person is accessing goods and services without directly paying for them. Call them a visitor, a prospect, a constituent, whatever you want. Until they pay you, they’re no customer of yours — and you have not fulfilled upon your purpose as a business.

Why Guess? A Familiar Screenplay

CUT TO: INT. SCREEN SHARING MEETING – DAY A client shows their consultant the progress they’ve made on a redesign. They want the consultant’s feedback before it’s too late. CLIENT Currently the user does A, then B, then C. Now the user will be able to do C, then A, then B. We don’t think [Keep Reading…]

UX and The Lawsuit

So you may have heard that Apple and Samsung are suing each other. I hate when mommy and daddy fight. In general, this lawsuit really irks me. Patents are outdated, both sides are being petty bullies, and customers are the ones who are going to suffer. I was wishing it would all just go away [Keep Reading…]

You Are What You Ink

I just turned down a lucrative contract because in my heart I’m ethically opposed to the company’s corporate owners. When I was first contacted by their director of engineering, I had a negative gut feeling that it just “wasn’t me,” but I put off the concern in an effort to challenge my assumptions. I wanted [Keep Reading…]

Knowing Why Beats Knowing How

Last year around this time, I started following an eating plan called The 4-Hour Body by Tim Ferriss. At the same time, I was feverishly traveling the globe presenting my talk Design Principles: The Philosophy of UX. Midway through the book, Tim begins a chapter with a quotation from Ralph Waldo Emerson that draws a [Keep Reading…]