As software products have expanded over the decades, companies have had to apply a fair amount of effort to managing their customers’ experience. Since companies have added more and more features and functions to their software products, customer engagement has begun to fluctuate. Managing customers’ expectations had become complicated. These products have continued to grow because customers desired more features and the software companies wanted to offer more value—for a nominal fee, of course. Now, these companies confront the challenge not only of how to design and build the new features but also how to manage and release them.
Several companies—for example, Google—have managed these changes fairly well, but many have a lot of room for improvement. The days are over when we can honestly say, “If we build it, they will come.” We must do the work necessary to truly understand our customers’ needs. If we understood our customers, we would understand that we can’t just jam new features or functions into our software and expect customers joyfully to accept them. Read More
In this edition of Ask UXmatters, our expert panel addresses scoping UX projects and what functions are within and outside the scope of User Experience. It seems that the definition of User Experience is constantly expanding. First, our experts discuss how the business community currently perceives the practice of User Experience in relation to their business. Then, we’ll explore some specifics such as:
defining the scope of the project work an organization need to do
how to manage change
matching the skills of team members to the work
how to accomplish the work within the allocated time and budget
One panelist asks us to consider whether it really matters if something is within the defined scope of User Experience. Read More
Imagine you’re responsible for providing services to a stakeholder—whether you’re working for an agency or within an inside group. To win the stakeholder’s business, your value proposition must make your services more attractive than those your competition provides. This is a pretty typical situation for those of us who are responsible for business development—whether external or in house.
In Part 2 of this series, I presented a tutorial for creating a spreadsheet that helps you transparently scope, estimate, and reconcile services in a way that puts your customers in control of the scope of effort. In doing so, I defined the five basic steps that are necessary to build this tool:
Identify the services you’ll provide.
Perform a time-and-motion study for delivering each of these services.
Quantize and assign a price to each of your deliverables.
Build a spreadsheet that includes each quantized element.