Archive | June, 2012

Facilitating design is hard. I think the hardest part is keeping to the scope of design goals in questions. Design based on user goals is much different than design based on technical requirements. In the early …

The phone robot. The nemesis of many people in this modern age of cutting call center cost. Many of us have lost hours, maybe even days, of our lives trying to navigate automated phone systems and talk to a human to get what we want. About a month ago something amazing happened to my husband: [...]

If a website implies that a visitor can get additional information about something (in the case of this post, information about a site being down on twitter), the information must be there when the visitor expects it. In other words, do not set up the expectation that a specific type of information …