Earlier this week, I posted a tweet promoting a product that was pretty cool. The application was graphically beatiful and incredibly useful… but I couldn't actually figure out what it faia or auala ia faʻaaoga e aunoa ma le tele o galuega.
The company immediately tweeted back that the interface was “simple”. I replied, “thanks!”. I wasn't going to argue with their logic. They were obviously a lot smarter than their user… a seasoned techy and geek.
You can lead a horse to water, but you can't make it drink.
Ioe, o le Ofisa na faigofie i i latou. They built it! The application in question has actually been on the market, unchanged, for quite a while with very slow adoption. Hmmm… so we've not had rapid adoption and we've gotten feedback that our interface was clunky. Perhaps the two are connected?
It's not really fair to insult a user by thinking they're dumb. Relatively speaking, you should always assume they are dumb! I'm not saying all users are dumb… just setting a ‘frame of mind' when thinking about your customer experience.
loʻu i talanoaga ma Clint Page, na ia taʻua le aufaasālalau o se punaoa maoaʻe o faʻamatalaga a tagata faʻatau - sefeina o tupe a le kamupani ma taimi i suʻesuʻega, vaega faʻatauaina, ma metotia. O ana tagata faʻatau e fiafia i le oloa, ma latou te iloa le mea latou te manaʻomia e faʻafaigofie ai o latou olaga ... faʻapea foi ma Dotster sili atu ona manuia. Na tatau ona faʻatulaga e Dotster le amataga e amata faʻalogo ai ia latou!
If you're a technology company, the conversation is already happening about your product! You can search Twitter, faataʻitaʻi a Fan Page i luga o le Facebook, faaaoga Google Alert or simply post a blog post and solicit feedback. If your users know you are listening, they'll provide you with the answers you need. You just have to be smart enough to find the answers.