Comments on: The Non-Customer Is Always Right http://tynerblain.com/blog/2008/07/15/the-non-customer-is-always-right/ Software product success. Sun, 12 Feb 2012 19:10:25 +0000 hourly 1 http://wordpress.org/?v=3.0.4 By: Scott Sehlhorst http://tynerblain.com/blog/2008/07/15/the-non-customer-is-always-right/comment-page-1/#comment-409893 Scott Sehlhorst Mon, 28 Jul 2008 13:22:16 +0000 http://tynerblain.com/blog/?p=690#comment-409893 Samantha, thanks very much and welcome to Tyner Blain! One of the things I love about usability analysis, and UX in general, is that we can identify (relevant) good ideas in other tools, solutions, and environments and apply them to our products. Incorporation of "what works", affordances, and mental models that users have (drifting into IA :)) can really create a visceral experience that distinguishes a product. Samantha, thanks very much and welcome to Tyner Blain!

One of the things I love about usability analysis, and UX in general, is that we can identify (relevant) good ideas in other tools, solutions, and environments and apply them to our products. Incorporation of “what works”, affordances, and mental models that users have (drifting into IA :)) can really create a visceral experience that distinguishes a product.

]]> By: Samantha LeVan http://tynerblain.com/blog/2008/07/15/the-non-customer-is-always-right/comment-page-1/#comment-409133 Samantha LeVan Sun, 27 Jul 2008 01:39:39 +0000 http://tynerblain.com/blog/?p=690#comment-409133 You highlight a key point for commercially available products - knowing who the target customer is, not just who the current customer is. This is where usability analysts can step in and thoroughly research the needs of potential users, getting into their homes and workplaces with contextual inquiry and interviews to learn what makes them tick and what their biggest frustrations are. It's also a great way to learn what already works because that will help inspire product improvements. You highlight a key point for commercially available products – knowing who the target customer is, not just who the current customer is. This is where usability analysts can step in and thoroughly research the needs of potential users, getting into their homes and workplaces with contextual inquiry and interviews to learn what makes them tick and what their biggest frustrations are. It’s also a great way to learn what already works because that will help inspire product improvements.

]]> By: David Meerman Scott http://tynerblain.com/blog/2008/07/15/the-non-customer-is-always-right/comment-page-1/#comment-403855 David Meerman Scott Thu, 17 Jul 2008 10:18:03 +0000 http://tynerblain.com/blog/?p=690#comment-403855 Scott, it is always fun to choose which one of us does an interview. We all have strengths, so if the interview is a focus on a particulatr subject, that's easy. For the general ones, (and when it requires in-person like TV) it comes down to who can travel at that time. All good though. David Scott, it is always fun to choose which one of us does an interview. We all have strengths, so if the interview is a focus on a particulatr subject, that’s easy.

For the general ones, (and when it requires in-person like TV) it comes down to who can travel at that time.

All good though.

David

]]> By: Scott Sehlhorst http://tynerblain.com/blog/2008/07/15/the-non-customer-is-always-right/comment-page-1/#comment-403453 Scott Sehlhorst Wed, 16 Jul 2008 14:49:11 +0000 http://tynerblain.com/blog/?p=690#comment-403453 Thanks David, and congrats on the book! Phil's interview on ABC was really good - maybe you'll get the next one (or do y'all rock-paper-scissors for the interviews?). The Nintendo Wii is another great example - wish I had remembered it last night. They made a concerted effort to create a gaming system for "non gamers" and still managed to get good PR within the gaming-press, getting them the exposure they needed. Thanks David, and congrats on the book! Phil’s interview on ABC was really good – maybe you’ll get the next one (or do y’all rock-paper-scissors for the interviews?).

The Nintendo Wii is another great example – wish I had remembered it last night. They made a concerted effort to create a gaming system for “non gamers” and still managed to get good PR within the gaming-press, getting them the exposure they needed.

]]> By: David Meerman Scott http://tynerblain.com/blog/2008/07/15/the-non-customer-is-always-right/comment-page-1/#comment-403449 David Meerman Scott Wed, 16 Jul 2008 14:29:13 +0000 http://tynerblain.com/blog/?p=690#comment-403449 Hey Scott, Ha! "the Da Vinci Code for product managers" - I love it. Thanks for taking the time to review Tuned In. We appreciate it. You've chosen to focus on an aspect of the book that is so misunderstood by so many people. Non-customers are critical, yet so few companies talk with them. Talking to people who have a portable music device already generates a crappy, feature-laden MP3 player. Talking to people who listen to music but who do not yet have a portable music device yields the iPod. Cheers, David Hey Scott,

Ha! “the Da Vinci Code for product managers” – I love it.

Thanks for taking the time to review Tuned In. We appreciate it. You’ve chosen to focus on an aspect of the book that is so misunderstood by so many people. Non-customers are critical, yet so few companies talk with them.

Talking to people who have a portable music device already generates a crappy, feature-laden MP3 player. Talking to people who listen to music but who do not yet have a portable music device yields the iPod.

Cheers, David

]]>