More on how to craft a great end user experience

As I often say I am really focussed on delivering a great end user experience to my customers,  Omar describes some of the challenges to achieving this (his context is Microsoft vs iPod):

  1. You do not own the end to end experience (you make the software but not the hardware in the case where the hardware is > 50% of the experience).
  2. Your customer is not the end user, but another company is your customer.

In my business (out-sourcing) we have similar challenges:

  • Organisational fragmentation means that no single team owns the complete experience
  • Corporate IT departments that sit between ourselves and the real end-users

Omar goes on to describe some of the key attributes necessary to craft a really great experience:

  1. The employees that work on those products care a great deal about what they are building. It’s not just a job.
  2. Other employees in the company also dogfood said product and care a great deal about the product and give plenty of feedback to the product team.
  3. The product team is responsive and reacts to the feedback the receive.
  4. The product team listens to what their customers say, and create a two way conversation with them.

I think we stand a good chance of resolving these issues if my company takes the necessary steps to change its focus, and the signs are looking good!

Steve Richards

I'm retired from work as a business and IT strategist. now I'm travelling, hiking, cycling, swimming, reading, gardening, learning, writing this blog and generally enjoying good times with friends and family

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