Posted by Larisa | Feb 13th, 2009 2:59pm
Sometimes in our business we just need to make the best darn process we can. I know it’s not glamorous, but it’s REALLY important! And it’s quite the passion of mine.
So when I encountered this particular question on a recent survey for a major retailer I was happy to grab a screen shot so I could share another “what not to do” scenario.
LESSON: Do not expect people to do what technology should.
Posted in Examples, Information Architecture, Useful Tips, ecommerce
Posted by Emily Eaton | Jan 1st, 2009 3:38pm
Happy New Year! This is a great time to look ahead to 2009, thinking of resolutions and themes to create for the year. But before it becomes a distant memory, I thought it was worth looking back to 2008 to recognize the most memorable experiences. Here’s mine…
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EMILY’S BEST EXPERIENCE OF 2008: PET CROSSING ANIMAL HOSPITAL
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My favorite experience of 2008 wasn’t online at all. It was an unexpectedly good experience at a vet clinic. Here’s why:
- Timing and immediacy: In July, two new kitties joined our household. When I needed to take one to a vet, the clinic fit me in that same day — even though I was a brand new customer.
- Experience design from the “customer” perspective: When we first arrived in the exam room, I noticed there was a small counter and a sink, along with a comfortable arm chair and cushioned bench, but no typical stainless steel exam table. When the doctor came in, instead of lifting the kitten up to human height, he got right down on the floor with the kitty. Classic user-centered experience design: it is a better experience for any stressed-out cat or dog to have a doctor come into their space rather than being hoisted up onto a stainless steel exam table.
- Personalization and convenience: A month or so later, we returned for a check-up. We had a similarly good experience, doctor on the floor and all. At one point, a vet tech took a picture of both kitties. Afterward, I was given a whole handbook on the kittens — complete with a photo on the cover! Every detail I might ever need about my cats, plus a lot of helpful info, was bound together in a personalized notebook.
- Follow-up and request for feedback: After both trips to the vet, the next day brought a personal phone call. Just checking in to make sure the kitties were doing well. A couple days later, a note in the mail to check in and ask for feedback on the experience.
The best part of this whole experience, and the reason it wins the #1 spot on my list, was the fact that I didn’t even know my family was lacking a great vet. The clinic didn’t just meet my needs, they provided an exceptional customer experience that I didn’t know I had been missing.
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As you look back on 2008, what was your best experience? And, why?
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We look forward to hearing your comments.
Posted in EatonGolden, Examples, User Experience
Posted by Mahtab | Nov 25th, 2008 4:49pm
so as you may have heard, we went bowling.
the title of this blog post comes from tony- who not only taught me that it’s NOT the index finger and middle finger that are used when bowling, (middle and ring finger- duh) but also to high-five my teammates after each turn. so tony, (or should i say ant?) this is for you:
via mightygirl
Posted in EatonGolden, Examples, Fun, Inspiring, Internet, Uncategorized, Useful Tips
