Comments on: 14 quotes and explanations http://webusability-blog.com/14-quotes-and-explanations/ Tips, insights and meandering thoughts about usability and information architecture Tue, 13 Dec 2011 15:34:27 +0100 http://wordpress.org/?v=2.8.4 hourly 1 By: Tristan Naramore http://webusability-blog.com/14-quotes-and-explanations/comment-page-1/#comment-2477 Tristan Naramore Mon, 11 Jan 2010 17:21:08 +0000 http://webusability-blog.com/?p=222#comment-2477 There's a point in EVERY project with any type of customer where issues like these crop up. As a professional consultant, I must make a call between making my client happy and sleeping well at night knowing I've stuck to my principles. When these kind of comments come up (especially coming from those in positions of authority), I usually <em>gently</em> push back by asking probing questions, in order to understand the situation and the underlying (often hidden) assumptions. Sometimes, this leads to a-ha! moments. Sometimes, I just need to back down and swallow my professional pride ("aren't they paying me to be the usability expert here?!"). There’s a point in EVERY project with any type of customer where issues like these crop up. As a professional consultant, I must make a call between making my client happy and sleeping well at night knowing I’ve stuck to my principles.

When these kind of comments come up (especially coming from those in positions of authority), I usually gently push back by asking probing questions, in order to understand the situation and the underlying (often hidden) assumptions. Sometimes, this leads to a-ha! moments. Sometimes, I just need to back down and swallow my professional pride (”aren’t they paying me to be the usability expert here?!”).

]]> By: Els Aerts http://webusability-blog.com/14-quotes-and-explanations/comment-page-1/#comment-1326 Els Aerts Thu, 22 Oct 2009 15:47:47 +0000 http://webusability-blog.com/?p=222#comment-1326 @Scott: Never heard that one myself, but hey, there's a first time for everything. I'm sure they can come up with even weirder stuff. :) @Scott: Never heard that one myself, but hey, there’s a first time for everything. I’m sure they can come up with even weirder stuff. :)

]]> By: Scott Dugger http://webusability-blog.com/14-quotes-and-explanations/comment-page-1/#comment-1323 Scott Dugger Thu, 22 Oct 2009 12:34:16 +0000 http://webusability-blog.com/?p=222#comment-1323 One we just got slapped in the face with recently: "It's too risky." ?? What?? One we just got slapped in the face with recently: “It’s too risky.”
?? What??

]]> By: Johan Dermaut http://webusability-blog.com/14-quotes-and-explanations/comment-page-1/#comment-19 Johan Dermaut Mon, 08 Jun 2009 07:22:19 +0000 http://webusability-blog.com/?p=222#comment-19 Hello, Here are some more. Why do you want a new website? - Because the competition has a new one. - Because we have a new manager and (s)he doesn't like the one we have now. Interactivity is very important to us. So, you will have a forum on your website? No way, people could post links to "those special" websites. New technologies are very important to us. So, you will encourage twittering, blogging and the like? No, because the boss thinks that is a waste of time and bad for the image of the company. Content is very important. So, do you adapt the texts from your brochures, press releases and other info the public reads for your website where people rather scan than read? No, we do not have the time nor the man power to do that. Another problem is that a lot of people talk about "the customer". The customer thinks ..., the customer wants ..., the customer would like to .... "The customer" doesn't exist, that is why you develop personas. Some decisions unfortunately are based on personal stories. A feature is implemented or not because someone's mother-in-law, brother, friend or colleague had a bad or good experience somewhere on the Web. Because ONE person had a good or bad story to tell, a feature is sometimes not implemented. Sales are important. We do not put contact information on the website because people might contact us with their technical questions and problems. ... Johan Hello,

Here are some more.

Why do you want a new website?
- Because the competition has a new one.
- Because we have a new manager and (s)he doesn’t like the one we have now.

Interactivity is very important to us.
So, you will have a forum on your website? No way, people could post links to “those special” websites.

New technologies are very important to us.
So, you will encourage twittering, blogging and the like? No, because the boss thinks that is a waste of time and bad for the image of the company.

Content is very important.
So, do you adapt the texts from your brochures, press releases and other info the public reads for your website where people rather scan than read? No, we do not have the time nor the man power to do that.

Another problem is that a lot of people talk about “the customer”. The customer thinks …, the customer wants …, the customer would like to …. “The customer” doesn’t exist, that is why you develop personas.

Some decisions unfortunately are based on personal stories.
A feature is implemented or not because someone’s mother-in-law, brother, friend or colleague had a bad or good experience somewhere on the Web. Because ONE person had a good or bad story to tell, a feature is sometimes not implemented.

Sales are important.
We do not put contact information on the website because people might contact us with their technical questions and problems.

…

Johan

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