The User Experience Blog

November 20, 2009

Slick User Experience

When was the last time you found yourself saying, “oh cool…a calculator!!!”

Well unless you have a thing for calculators (a different user experience all together, so I’m told 😉 ), then calculators don’t float anyone’s boat, much less write about the User Experience of an online payment calculator. One of the first user interface devices on the WWW was the advent of payment calculators. But why did it take so long to find one with such a user friendly experience???

Take a look at the image below and see what I am referring to. There are the 3 slider bars so you can see in real time what your payments will be for the vehicle, not having to refresh the page each time! No more of the old fashioned method of put in a variable, hit calculate, see what the difference is and then write down notes to yourself to view the payments. With this interface you adjust the variables in real time and the payments are reflected back to the user!

What a great User Experience! As the end user I dont have to write down notes, compare, refresh, enter data, refresh, rinse & repeat. The user experiences instant results with the adjustments and can quickly move on to a purchase.
So what? So what I’m in Human Resources…I’m in the tire kicking business…remember this: if you make the user experience friendly and where the information is readily available not only will the customer be more inclined to buy (and keep you in business) but your job became that much easier!

A great example of a making a product with the end user in mind when they built the device! Good job!

October 17, 2009

What’s Wrong with this Picture

A picture is worth a 1,000 words…and who stops to read?
The exceptional user experience is in the DETAILS. Attention to detail in every aspect is what seperates the competition and creates a customer for life.

Hmmmmmm

Hmmmmmm

September 24, 2009

Put Me Back On Hold!!!

There was a time, not in this decade or the current century…but there was a time, back in the 1990’s that I experienced the BEST user experience for being on hold. I even told the Customer Service Rep to put me back on hold!

Stop and ask yourself, what could possibly make a user experience so great from being on hold that a person would prefer to sit on hold instead of having their issue resolved? And this was for a Fortune 100 company!!!

Now to add another ingredient to this user experience pie…the telephone hold music/service was for a company called……………………………….Microsoft.   Yup.   I called Microsoft with a headset question and the experience was the BEST user experience for a telephone wait system.

What made this user experience so outstanding that more than ten years later I am thinking of it, I remember the company and now blogging about it?

  1. It was a live person on the hold channel,

  2. The person would play great, upbeat songs while waiting,

  3. The live person/Disc Jockey would come on after the song and give an update;

    “Those of you waiting for hardware support, there are now 8 of you waiting with the longest person in que waiting for 5 minutes”

    “Those of you waiting for video game support, there are 12 of you waiting with the longest person in que waiting for 9 minutes”

    “Those of you wait………..”

    “I know that the representatives are making progress towards answering all of your calls but while we wait, here’s another tune by XYZ band!!!

  4. The music was upbeat/tempo/positive

  5. The DJ would update after each song and was upbeat/positive

This is/was a great user experience service!!!!Leave a comment here if you know of this service being used or of another great similar service!

The Best Phone Hold Wait Service

The Best Phone Hold Wait Service

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The results are in from last week’s poll question and the results are pretty astounding:

  • 90% of 200 votes were split between the frustration of calling a government office for an answer and the long tailed voice message recording
  • Everyone can customize their greeting, why not customize the ending of the message? Eliminate the message, shorten the directions, or just go to beep?  (remember the phone answering machines…we never left directions on how to hold on or push one….just a silly/clever message).
  • The astounding part…the phone carriers can do something about there messages. But we have to demand it!

September 16, 2009

Pick the Most Frustrating/Dreaded User Experience

The last poll was very revealing.  An overwhelming number of respondents voted that eBooks are worth less money than hard copy books.

Let us know your thoughts on this poll!

August 8, 2009

User Experience Evaluation: WordPress versus Blogger

Filed under: 1 — theuserexperience @ 9:00 am
Tags: , , , , , , , ,

For this user experience evaluation I did not have to spend much time before reaching for the FAIL button and then the Stamp of Approval button.

From the User Experience, which one passes with flying colors and which one immediately fails? Take a look for yourself.

User Experience, Benjamin Floyd, WordPress.com Evaluation

User Experience, Benjamin Floyd, WordPress.com Evaluation

User Experience, Benjamin Floyd, WordPress.com Evaluation

User Experience, Benjamin Floyd, WordPress.com Evaluation

Ask yourself these questions:

  • Which home page is better for the User Experience?
  • If you own Blogger.com (Google) is it easy to get your legions of bloggers to login and use the service?
  • If you own WordPress.com (WordPress) is it easy to get your legions of bloggers to login and use the service?
  • Do I need to “think” on how to login using Blogger?
  • Where is the link to login and start using WordPress.com?
  • (Not shown) but WordPress does not offer a login portal for the majority of their pages. Why? (User Experience tip: One you find it for your account BOOKMARK IT).

To make this a good user experience the following considerations should be made.

  • A login field/button
  • A bookmark/call to action button (on both sites)
  • Sub-pages to have call to action buttons to bookmark the login page

Massive User Experience FAIL for WordPress.

Your comments?
Benjamin Floyd

June 15, 2009

Benjamin Floyd, The User Experience. Ego versus the User Experience

Filed under: Uncategorized — theuserexperience @ 9:58 am
Tags: , , , , , , , , , , ,

Take a look at the following sign.

Ego vs User Experience

Ego vs User Experience

Ego versus the User Experience. This is a brand new orthodontics store that opened. What exactly makes this a bad user experience BEFORE the customer walks in the door?

  1. The doctor’s last name is obviously PAYNE.

  2. The word/name PAYNE is the LARGEST word on the signage, not the fact this is an orthodontics store.

  3. Does it matter what the doctor’s name is on the signage? Will this draw customers in?

  4. Payne is pronounced the exact same way as the word P-A-I-N.

  5. Which customer would like to step forward and PAY good money to have braces that are painful? (those people that have been through braces realize there will be pain but why advertise it as a good thing)?

  6. What do children say when they read where they are going to have braces placed? Will they pronounce the word as P-A-I-N? You bet!

Too many businesses put their self image/ego in front of the customer. Watch television ads of owners of small businesses, auto dealerships, or in this case, an orthodontist. Have they accomplished a good business to afford being on television? Obviously. Have they accomplished a great task by going through medical school and dentistry school? Of course. But to sell… you must sell the user experience.

Placing your name or face into the marketing is usually not the best way to convey the user experience the customer will have with the company.  The objective is to have customers wanting to come back to the business.  Provide the outstanding user experience and the customers will come… not because of the name or face with the product/service.

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