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.
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 Patents are outdated, both sides are being petty bullies, and customers are the ones who are going to suffer.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…]
The user is not like me. August 25, 2003. It was the first day of my senior year at Carnegie Mellon University. It was the day I learned the mantra that would shape my career. The user is not like me. Words uttered by Bonnie John, my professor of 05-410 Introduction to HCI Methods (now [Keep Reading…]
Earlier this month, Fast Company began publishing a series on user experience written by industry analyst Brian Solis. As soon as I read the first article, I reached out to Brian on Twitter to say that I thought it was crucial that he incorporate the perspectives of practicing user experience designers in order for his [Keep Reading…]
It’s a funny thing — the more you share your opinions openly, the more people ask you for them. As the year is coming to a close, if you’re thinking about starting a blog next year or writing more frequently on the one you already have, don’t just make an empty resolution. STICK TO IT. [Keep Reading…]
It was 7:19pm. There I was, standing outside of Tarzian Hardware, its gate down and locked, the lights turned off. The store hours sign read Monday – Friday 8:30am – 7pm. I knocked on the window. I rattled the gate. I called the store from my cell phone with 8% battery remaining and could hear [Keep Reading…]
The blog post I wrote about six weeks ago titled, You’re not a user experience designer if…, got way more attention than I ever could have predicted — in fact, I think it got the most traffic of any post I’ve ever written. Sure, it’s an antagonistic title and that always gets people riled up. [Keep Reading…]