Category : article

No Customer Benefit – Delete it

Understanding the core principle of why you are doing something is often more important than what you are doing. This is never so true than for product development, be it a service, software or a physical product. Often when we design and...

Is the Problem Real After All

Last weekend, again I supported Perth Startup Weekend by offering my services as a mentor. For those not familiar with the event it’s basically a pressure cooker weekend where teams take a hypothetical problem, solve it and produce a viable...

Technology Doesn’t Matter

Too often I go into a project and the solution has already been decided on. Be this from a budgetary decision, internal software “policy” or just a personal choice by a senior team member. When this occurs you really do have to question if...

Feedback is Okay, but it’s not Enough

I discuss with businesses the way they communicate with their customers on a regular basis. Most of the time it's a one way conversation.  Usually via a website, promotional material, email newsletter or social media. Now this is fine, to a...

Consider the Way Your Customer’s Think

Often during a design or strategic process I will be asked why we can't just categorise the information on a web site to mirror an internal business process or the way it was before. You know I wish we could, but unfortunately customers often...

Don’t Copy and Paste your Business

When you are running a business you try and make it as unique as you can, with distinct elements that will separate you from your competition.   This is a given for any successful business. You also want, for the most part, your customers to be...

Poor Customer Experience Will Fail

More often than I would like to recall, I will talk with potential clients about their customers experience of their services or web site. Often they will admit that their customer service or web experience is very poor. Yet they will preface...

Our Industry Design Process is Just Wrong

I have been involved with designing and developing web sites and other interfaces for a while now. Overall this time the way we (as a design industry/community) worked just didn't seem that right to me.  It just seemed like we were not working...

W3C Outline How to Evaluate a Website

The other day the w3c put out its first public draft for the Website Accessibility Conformance Evaluation Methodology.  This is basically a document to help you evaluate if a web site meets the WCAG2 compliance. Overall this is a good document....

The Good Points of WCAG2

Yes we all understand about Accessibility.   Yes we all know that it's as important as web standards. But have we taken the time to look over the WCAG2 guidelines and all the supplementary information that is available on that site in...