We often see marketing teams asking for heaps of information during signup. “How did you hear about us?” “What is your title?” (I’ve seen a title list that included not just Mr, Mrs and Ms, but His Royal Highness and Admiral. I kid you not.)
I appreciate that marketers want to know these things to help them in their jobs. But adding fields will cost you users. So here’s a handy guide to deciding which fields you need to get rid of…
Originally posted on memeburn.com
What is design? Most people will answer that question by pointing to a designed object – the iPhone, for example. Now that’s good design! The Mini Cooper. London’s famous map of the Tube. Anything ever built by Norman Foster. That’s design, right?
Wrong. Design is not the object, but the process that created that object. It’s a process that is part creativity, part method. A process that takes a lot of time, much instructive failure and a great deal of thinking. And thinking is something that looks a lot like Doing Nothing At All.
Amazing: The only adjective that counts
It’s very hard to explain this to a client. The Silicon Cape is beavering away right now, making software and websites and iPhone apps. Just do me a design! I need to show my investors something by next Tuesday, and we’re launching before the end of the month. You guys have designed stuff before, right?
Yes, we have designed stuff before. So we know that if you just take assumptions and preconceptions and bundle them up in the first format that crosses your mind, you might churn out something decent, but you’re never going to make something amazing. And given how much stuff is out there, and how little attention people have left to give to it, amazing is the only adjective that counts.
If you want to make something amazing, you have to be prepared to do the following:
MWEB’s uncapped broadband will revolutionise the web in South Africa. But there’s another revolution here – they designed for their customers and took the complexity out of buying broadband.
MWEB has launched affordable uncapped broadband in South Africa. Flow Interactive has been working with them on the interaction design for the launch website and the sign-up process. It’s been a complex but exciting project.
Working with Flow, MWEB took a user-centred design approach to this project. We started by doing a round of usability testing on their existing website earlier this year. This gave us many insights into how people buy ADSL. The most notable of these was that people were almost utterly clueless about the terms that ISPs use on their sites. ADSL? HSDPA? Unshaped? Even the IT consultants we interviewed weren’t completely sure what it all meant.
MWEB's new ADSL pages
There was a second layer of complexity: there were so many variables to the choice. ADSL vs 3G. Three different line speeds. Multiple data caps that depended on the line speed you chose. Pricing that was affected by the choice of router.
Relationship marketing is the holy grail of the modern marketer – but if you get it wrong, you will annoy your customers forever
[Debre Barrett is my wife and also an excellent experience designer, with many years experience at BBC.co.uk and some great Flow projects under her belt too. She wrote this post.]
Something awful happens to babies at exactly 5pm every day. They cry, they niggle, they scream. They drive you nuts until you’ve bathed them, fed them, and put them to bed. Suicide Hour, is what a friend and mother of four calls it.
One evening last week, at 5.45pm, I was busy preparing a puréed meal for the baby, a proper meal for myself, and a meal where none of the ingredients touch each other for my older daughter. The baby was perched on my one hip, exploring the boundaries of Suicide Hour. The older one needed help working the DVD, and there was only 1 hour 15 minutes between me, a glass of red wine, and a sit-down with Twitter.
Then the phone rang. It was a friendly, middle-aged lady.
Lady: “Oh hello there Mrs Barrett. I’m just calling to congratulate you on the birth of your little one, they are such blessings aren’t they? What did you have, a little boy or a girl?”
She was calling from Pampers. And I gave her an earful.