Tags Search: web

RAMP Enterprises LLC redesigned web site launch

May
6

Posted by Frank Garofalo | Topic: News

6 May 2016
We are pleased to announce the launch of the redesigned web site for RAMP Enterprises LLC www.rampenterprises.com, a quality assurance consulting firm located in Connecticut.

Signature User Experience

Jan
10

Posted by Frank Garofalo | Topic: News

10 January 2011
Cyber View is excited to announce a new consulting service, Signature UX, for companies to address growing expectations of customers to receive higher qualities experiences.



For more details visit: www.signatureux.com. Inquires about consulting opportunities can contact Cyber View at: www.cyberviewsites.com/go/inquire

Treating Users as Customers: Designing the end-to-end

Jan
6

Posted by Frank Garofalo | Topic: Strategy

6 January 2011

"Treating Users as Customers: Designing the end-to-end" (what a brilliant concept), is the title of an article by Steve Workman, a consultant at PA Consulting Group in London, UK. Workman begins his article with a discussion about how for web designers it is easy to divide elements of the user interface and/or the user experience into small parts. He states: "Breaking an experience into small parts allows the details to be worked through and perfected." This is true. However, only looking at the situation with a magnifying glass can miss details seen at the big picture level, as Workman describes: "It's rare that web designers think of the bigger picture - not just the end-to-end journey of a user, but the entirety of a customer's experience." The full span of the customer experience can take numerous weeks to occur, or "it can be as immediate as someone being told about an app, downloading it, playing with it for five minutes, and leaving a review." I strongly agree with Workman's point of: "...the need for designers to think big in order to deliver customer experience has never been so important."

The path a customer takes to arrive to your user interface can greatly affect the expectations they will have of your interface/system. Workman breaks these path/expectation combinations into three categories, to quote:

  • Search gives the lowest expectation because relatively little information is contained within search results.
  • Advertising often paints a rosy picture of products or services so expectations are higher.
  • Social networks produce the most realistic expectations, as this is the only channel where both negative information and independent praise can be found.

Trying to match what a customer is expecting with methods to develop the interface/system to meet those expectations, UX professionals usually turn to generating use cases. Workman states:

Many designers simply view this touchpoint as a single use case, and attempt to group people into buckets to predict what they will do. If customers expect more than a use case can describe, it is entirely possible that they won't be happy with a product or service - their expectations won’t be met.

With the increased number of web sites and mobile apps available on the web, customers' standards for customer support have also increased. I agree with Workman's thoughts on this:

A few years ago, a frustrated customer would simply sigh and give up on a difficult product, or try to accomplish the same thing using another service. More recently, though, people have been treating web sites and "garage-made" apps as if they were products from multi-national corporations, expecting the same level of service from a one-man band as they would get from their electric company.

This is now presenting one-man bands as well as companies of all sizes with several new challenges; "...expectations for support are also going up, often faster than the companies can keep up with," says Workman. He goes on to make the observation, which I agree with, of "...many companies, both large and small, are not providing the same quality of customer service that they provide for their core services as for their mobile apps... they make the mistake of assuming their application is good enough and their customers are technically savvy, so they don’t have to put much effort into customer support."

Looking at the big picture there are several actions that can be taken to improve the full experience of interacting with a company. Workman describes this as:

The customer's experience must be considered at all stages of UX design; the big picture should always affect in the design of the small picture, as each touchpoint in the ecosystem is crafted. Marketing teams must be involved in designing the customer experience, so that the holistic experience of using a service or interacting with a company conveys the right message every time.

Once again, the discussion leads towards collaboration with user experience, information technology, marketing, operations, and customer support. Customers today are expecting an open dialogue with a company to resolve any issues they may encounter. Not only are customer support departments being called upon to help resolve these issues quickly, but information about the issues need to be communicated efficiently to the other departments within the company so that the company can learn from these issues and better respond to the customers' needs thus moving towards the continual goal of providing the best experiences.

I'll wrap up this post with the last paragraph from Workman, which ties the idea together very well:

Thinking of the customer experience, rather than just the user experience, leads to a more complete product, one where customers’ expectations are met before, during, and after their journeys. Thinking of the big picture leads to happier customers, not just happier users.

Read Steve Workman's full article on UX Magazine at: http://uxmag.com/strategy/treating-users-as-customers

FTC Proposes Do Not Track Tool

Dec
1

Posted by SmallBiz SaaS | Topic: SmallBiz SaaS

1 December 2010
Recently read an article titled "FTC Proposes Do Not Track Tool for Web Marketing" by Joelle Tessler, AP Technology Writer.

This tool would be similar to the concept of the "Do Not Call" registry that prohibits telemarketers from calling individuals. From a conceptual stand point the tool would restrict advertisers from tracking consumers' action on the Internet.

In the article the specific technology to be restricted wasn't described, however it seems that a prime candidate are HTTP cookies (http://en.wikipedia.org/wiki/HTTP_cookie). Those can be used to track a user's actions on the web for marketing purposes, although they can also be one method to create an adaptive system to tailor a web-based system to the user's specific needs. On a side note some other methods are session variables (http://en.wikipedia.org/wiki/HTTP_sessions:_Client_vs_Server_side) and storing data based upon a user's self-generated profile.

It will be interesting to see how this pans out. Several government agencies are drafting reports to provide their opinion & analysis on the topic. According to the article one such agency is the Office of Science Technology Policy which has "created a new group to develop broad principles on online privacy to guide legislative action and regulatory policy."

Here is a link to the article on ABC News: http://abcnews.go.com/Technology/wireStory?id=12285171


Share your thoughts on Twitter @smallbizsaas

Cyber View's new online presence

Oct
12

Posted by Frank Garofalo | Topic: News

12 October 2010
We are pleased to announce a new presence for Cyber View on the Internet. While there are a few sections (including this Blog) to still be updated to the new format, we decided to release the new site.

Engage customers through FourSquare

Mar
31

Posted by Frank Garofalo | Topic: Technology

31 March 2010
First of all, what is FourSquare? Well its an on-line social media game that allows individuals to "check-in" to locations they visit using a mobile device (typically needing a data plan with web capabilities). This also provides the ability to keep your closest friends notified of where you are so, for example, you can meet up at a nearby coffee shop. In some ways, it also encourages individuals to get out an explore their communities to gain "badges" - which are awards for being a more active player in FourSquare.

So what does this mean for businesses? The individual who "checks-in" at a location the most frequent will become the FourSquare "Mayor" of that location. Businesses can register with FourSquare and offer discounts to whomever is the current mayor of their business.

For assistance of how to get your business connected with FourSquare and how to market this brand loyalty to your customers, contact us. This technology is quickly becoming a new popular means to interact through the Internet with your most loyal customers.

For more, read the NY Times article: "Foursquare Introduces New Tools for Businesses"

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