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Customer experience weekend reading
Some worthwhile reading on Friday afternoon:
• Which is more useful? Google's links or the actual home page? asks Jason Fried. I hope he means it as a rhetorical question - of course Google's links are more useful... most corporate homepages have horrendous design. The issue is that Web designers have a huge screensize to fill up, and lots of bandwidth available, and a brand to communicate. Who can make a career as a designer with a few underlined text links?
• Meanwhile, David Pogue exposes a billing scam at Verizon, which penalizes customers $2 for pressing the wrong button on the phone (which is designed for just such mistakes). As Pogue asks, isn't there a better model out there for a company that wants to treat customers well?
• On the brighter side, the Whitney museum here in New York relaunched its website - and delivered the #1 most important thing a museum website needs: hours, location, and admission all prominently displayed on the homepage. I understand there are other sections on the site, too, but now that we know where and when we can get to the museum, people might actually get to the museum - y'know, that place away from the computer screen where you walk into a building and look at stuff.
Here's to more customer-centered thinking... happy weekend!
Google's links are more useful than the sites they point to for another reason. If you're just looking up a bit of trivia, like who wrote Of Mice and Men, you don't even need to follow a link. The answer is in the summaries.