Business: Content Development

Picture this: You’ve just signed up a new customer, and they’re excited to get going. Everything seems great on paper—until their questions start rolling in.

“How does this feature work?”

“Why can’t I customize my dashboard?”

“Why won’t this integration connect properly?”

Despite the best efforts of your support agents and Customer Success team, confusion about your product might be too much for your customers. Without proper guidance, they could become frustrated and eventually decide to leave. This scenario is all too common. Over 90% of customers believe that companies could do a better job of onboarding, and a UserPilot survey shows that only 24.5% of users adopt a core feature, while the rest abandon it because they don’t immediately understand how to derive value from it. Read More

The common wisdom is that we now live in the age of information; the freedom and access we have to data is unprecedented in history; and the efficiency and convenience of online commerce, research, and communication has already transformed our lives for the better. While this is true, of course, our excitement should be tempered by these realizations:

• We’re only just beginning to discover what possibilities the information age may bring.
• We’re at the very beginning of a major transformation in the way we work, play, and live.

The technological tools and resources with which we’re now familiar—such as search engines, Web applications, and notebook computers—could well be the digital-age equivalents of the industrial age’s steam engine and cotton gin. And just as the steam engine helped launch an era that altered the face of our planet, so, too, will today’s Internet-related technologies give rise to massive changes that we can now only imagine. Read More

Most of us who are working as part of a design team in a services company, a product company, or even a design boutique have to live with a generic intranet. In this article, I’ll describe how to leverage your company’s intranet and how to build a community around an intranet for a UX team. Read More