Warning: Trusting Your Engineer to Design Your App Will Ruin Your Business

I'm often dumbfounded by the really bad user experiences I encounter online and in apps from even the largest companies. From websites that aren't mobile-friendly–they all have to be responsive to mobile devices, even if you have an app–to online forms that erase all your data if you make a single mistake. Which is what [...]

By |2017-03-20T19:10:07+00:00June 21st, 2016|

REVIEW: Flixter and the Ever-Important Mom (or Dad) Test

   Flixter's UX is quickly disaggregating to the complex, driving away customers who just want to find out what's playing at the movies. While spending some time with my Dad in Seattle over the Christmas break, mostly driving around his favorite spots and going to movies, I had one of those experiences that make me [...]

By |2017-06-19T17:13:25+00:00January 17th, 2016|

Product Management is Marketing (Oh, you didn’t know that?)

Product management is often relegated to the development side of a team, to the detriment of the startup. Your product is your marketing. Every time someone uses it, they're making a judgement about your company. If they like it, they'll tell friends. If they don't like it? They tell friends. That's marketing, my friend.   [...]

By |2017-03-20T19:10:08+00:00December 20th, 2015|

Why Customer Experience is Your Brand

 Why should you understand customer experience and make sure it's a part of your business plan? Because customer experience is your business. It is the look & feel, product, marketing, and relationships that your company creates. It's the sum of all the parts. It's your brand, baby! Imagine You Walk into a Store... So imagine [...]

By |2017-03-20T19:10:08+00:00September 12th, 2015|

Ship, or Else it Doesn’t Count

Pay for performance. The key differences between someone who is paid to produce a product and someone paid to work, is that shippers don't get paid until they complete the job. When you're bootstrapping you can only afford to pay for what ships.   This morning, while I was doing the email-twitter-facebook-coffee ritual that I [...]

By |2017-03-20T19:10:08+00:00July 22nd, 2015|