Could This Happen to You?
From our VP of Marketing:
What’s most interesting to me is the focus not on WebEx as it relates to our internal usage, but how our customers relate to us through WebEx.
Have you considered how your customers’ users’ customers (i.e. Cooper’s “served personas”) experience your product and what that might say about your customers? Recall how the above email ends:
” …is much more aligned with the usability and simplicity that customers expect from [us].”
This speaks to design on Norman’s “reflective” level as discussed in his book Emotional Design, paraphrased below from Reimann (a contributor to About Face) on UXmatters:
“reflective—The least immediate level of processing, which involves conscious consideration and reflection on past experiences. [snip]. The most interesting aspect of reflective processing as it relates to design is that, through reflection, we are able to integrate our experiences with designed artifacts into our broader life experiences and, over time, associate meaning and value with the artifacts themselves.”
Essentially, what does this say about me and/or my company?
Creative Labs learned this lesson the hard way. Apple threw concern for cost and features to the wind and took over the MP3 market that Creative basically created with their Nomad line of players.
Are your customers in danger of leaving for this reason?
How convinced are you?