Why not offer a great UX on the web and customer support channels?
Seems to work for Netflix -
* Netflix talks - http://www.brandonschauer.com/blog/?p=59
Netflix also appear to invest in their web channel -
http://www.uie.com/articles/kane_interview/
Suggest the business design opportunity
Daniel Szuc:
The question for an UX Designer is how you can weave all these pieces
together without deliberately pitting one channel against the other
Because
a) this decision is almost never the purview of a UX Designer,
b) management sees a legitimate source of revenue in post-sale
services
Likewise solutions at the design competition or let's clean up the
home page level are woefully inadequate to remedy what's essentially
a business strategy question, where design practitioners aren't
currently asked to get involved in.
Agree and its good to start somewhere.
Suggest that over
GD may have profitability but do they have sustainability.
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Posted from the new ixda.org
http://www.ixda.org/discuss?post=28719
Welcome to the Interaction
I will plug my hosting provider. I get nothing to do so. They don't believe
in bribing people to resell their services. They do everything GD does -
better. Registration, Hosting, transfers, everything. At reasonable prices.
MediaTemple is great. When I have had issues - I can submit a request -
I will plug my hosting provider. I get nothing to do so. They don't believe
in bribing people to resell their services. They do everything GD does -
better. Registration, Hosting, transfers, everything. At reasonable prices.
MediaTemple is great. When I have had issues - I can submit a request -
Why not offer a great UX on the web and customer support channels?
Believe me, I argued this point on many occasions. And their plan of driving
people to the call center never stopped me from putting out designs that
required little to no customer support.
The best marketing tool is a great
GD may have profitability but do they have sustainability.
They've been in business since 1998, have been listed as one of the top 50
fastest growing companies at least once, and are the most profitable domain
registrar in the world.
Their biggest problem with sustainability is finding more
There must be other metrics to judge them on. McDonalds has served billions
and billions of burgers. They are still arguably the most disgusting,
unhealthy, hormone laden fat patties guarenteed to kill you around - but
they are cheap and ubiquitous. Google is the most useless search engine ever
The best marketing tool is a great product. - Agree!
rgds,
Dan
On 9 May 2008, at 12:19 AM, Robert Hoekman Jr wrote:
Why not offer a great UX on the web and customer support channels?
Believe me, I argued this point on many occasions. And their plan of
driving people to the call center
On 5/7/08, Jared M. Spool [EMAIL PROTECTED] wrote:
On May 6, 2008, at 12:15 PM, Robert Hoekman Jr wrote:
When I started there, I was told, unofficially, that they never wanted
their
products to be too good, because then no one would call in to customer
support. And customer support is
[EMAIL PROTECTED]
To:
Jared M. Spool [EMAIL PROTECTED]
Cc:
IXDA list [EMAIL PROTECTED]
Date:
05/07/2008 05:05 AM
Subject:
Re: [IxDA Discuss] the UX hall of shame
On 5/7/08, Jared M. Spool [EMAIL PROTECTED] wrote:
On May 6, 2008, at 12:15 PM, Robert Hoekman Jr wrote:
When I started there, I
Robert could you please keep your threads straight. This clearly
should be under the heading 'can we make it to easy'. ;)
On May 6, 2008, at 1:15 PM, Robert Hoekman Jr wrote:
When I started there, I was told, unofficially, that they never
wanted their
products to be too good, because
On May 6, 2008, at 6:48 PM, Robert Hoekman Jr wrote:
Where does that leave us as designers? The business is our client,
not the
end user.
The end user is always your client. If not, you should fire the one
that
hired you.
I don't share this opinion. In fact, I think it's a very
On May 7, 2008, at 6:18 AM, Peter Picone wrote:
Good design is usually a good thing, but it always has to be
balanced with the business and marketing plans. It can never stand
alone in isolation and expect to be effective just on its own merits.
At what point did meeting the needs of the
On May 6, 2008, at 3:53 PM, Brett Ingram wrote:
Something about that doesn't seem to be quite in the best interest
of the user. Where does that leave us as designers? The business is
our client, not the end user.
This has been debated before...40 yrs ago :-) Legendary designer
Charles
Designing anything involves satisfying constraints, making choices,
containing costs, and accepting compromises.
And of course, it would be especially nice if they could meet these
super-human demands and not charge us
(Client, to Account Executive)
*http://adverbatims.blogspot.com/*
Where
One big problem is it suggests you, as a consultant and not a business
stakeholder, know more about their business, their clients, and their
industry than they do. That's very unlikely to be true and will not engender
a positive relationship for the long term.
I'm not suggesting that at
On May 6, 2008, at 7:33 PM, Jared M. Spool wrote:
Shhh! Don't tell Andrei! You'll rock his world!
I don't doubt there are a few bad apples in the barrel. I still
contend it's not the norm or the trend in high-tech software
development.
GoDaddy will go the way of all others in business
On May 7, 2008, at 2:05 AM, Pankaj Chawla wrote:
The enterprise editions are difficult to use and hence
bring in a lot of dollars via training, deployment and maintanence
whereas
the mainstream ones only bring in licensing revenues. If you ask the
mainstream customers for any of those
On May 7, 2008, at 12:23 PM, Robert Hoekman Jr wrote:
I'm only suggesting that the most important thing is the end user's
experience,
It's absolute statement that I'm thinking is problematic.
I'm all for creating great experiences and, personally, I think it's a
great way to create a
Hi Uday
You are making a good case when you write
On May 7, 2008, at 6:07 PM, Uday Gajendar wrote:
And more recently, Henry Petroski from Why There is No Perfect
Design (which is a great read, imho):
“Designing anything involves satisfying constraints, making
choices, containing costs, and
Is Godaddy's business that bad? They seem to do a lot with very
little, and they have pretty stellar customer support.
In fact, every time I change, modify or register a domain, I get a
follow-up courtesy call from them to just check in and make sure I
didn't have any issues or follow-up items.
This has been really an excellent discussion.
Dave, I agree that surely GD is doing something the marketplace approves of.
Heck I went to them because I'd heard/read of their cheap rates and good
customer service. But eventually I went away because maybe I evolved into a
different kind of
On May 7, 2008, at 11:11 AM, Jared M. Spool wrote:
However, I would not go so far as a suggest it's the *most*
important thing *always*. There are many examples where businesses
have had to compromise on the experience to survive.
Agreed.
(Sidenote: I think if people actually saw Jared
On May 7, 2008, at 10:44 AM, Erik Stolterman wrote:
innovative thinking in a way that makes it possible for them to
transcend restrictions. Design becomes fairly boring if we see it
as a matter of compromise. It is more fun, and actually more true,
to see it as a matter of expanding what
On 5/7/08, Andrei Herasimchuk [EMAIL PROTECTED] wrote:
On May 7, 2008, at 2:05 AM, Pankaj Chawla wrote:
The enterprise editions are difficult to use and hence
bring in a lot of dollars via training, deployment and maintanence
whereas
the mainstream ones only bring in licensing revenues.
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Pankaj
Chawla
Sent: Wednesday, May 07, 2008 10:57 PM
To: IXDA list
Subject: Re: [IxDA Discuss] the UX hall of shame
On 5/7/08, Andrei Herasimchuk [EMAIL PROTECTED] wrote:
On May 7, 2008, at 2:05 AM, Pankaj
no doubt. I have always wondered about that site. I tried to move
all my domains there once and had to give up because the site got in
my way so many times. robert hoekman (on the list) may be able to
shed some light on why it is the way it is. I think he did some work
on it.
MT
On
I have to chime in to this one. I cannot believe they don't get how
cluttered/difficult to scan/locate stuff is on the site. The worst for me is
that they don't stop pelting you with products to buy even after you log into
your account. I followed the lead offered on this DL regarding
Don't you see the pattern? Its not the designers fault, but its the business
model that forces this onto users. Just like interstial/ ad ridden
pages...no designer ever thought it was a good idea :)
The worst for me is that they don't stop pelting you with products to buy
even after you log
Don't you see the pattern? Its not the designers fault, but its the
business
model that forces this onto users. Just like interstial/ ad ridden
pages...no designer ever thought it was a good idea :)
Precisely. And I can vouch for the accuracy of this statement first hand.
-r-
robert hoekman (on the list) may be able to shed some light on why it is
the way it is. I think he did some work on it.
Let's not jump to conclusions here. :) I want to make this perfectly clear: I
had absolutely nothing to do with that site. My team worked on quite a few
web apps during my
I guarantee anything designed here will not be implemented by Go Daddy
simply because they rely on that ad revenue to offer the lowest rates. If
we give the site a makeover and don't include the way the ads are currently
implemented, they may be forced to raise the price on domains, thus
Here are a few other Hall of Shame entries:
http://homepage.mac.com/bradster/iarchitect/shame.htm
Most of them date to the late nineties but it's still fun to browse
through the examples.
// jeff
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Posted from the new ixda.org
Weixi Yen's point re: a better contest (design a good page with 20
ads on it of varying sizes, and still make it usable) can be taken
further.
To me, an interesting challenge in a UX contest to redesign
godaddy.com would be defining the requirements in any realistic
way. What are the criteria for
We do have clues from Robert Hoekman Jr regarding
the company's business model (low prices and customer service are the
the 1st 2nd priorities). We can speculate from the interface itself
what products the people who are in charge consider important.
I can probably shed some light on this
On Tue, May 6, 2008 at 1:03 PM, Darlene Pike [EMAIL PROTECTED] wrote:
How could the winning design be a major service to the public if
it were never implemented? As a tutorial?
Possibly not a contest or tutorial, but as an interview question. The
interviewer hands the candidate a color
On Tue, May 6, 2008 at 1:03 PM, Darlene Pike [EMAIL PROTECTED] wrote:
How could the winning design be a major service to the public if
it were never implemented? As a tutorial?
I'll bring up the Design Eye series here. If you guys are serious
about such an endeavor, I'd be happy to share
Well, they must be doing something right. If the business is successful,
is the design truly bad?
The site is actually serving its purpose of getting some percentage of
people to call customer support, definitely, but I'm sure there's a much
higher percentage of people who never call and are
On May 6, 2008, at 3:15 PM, Robert Hoekman Jr wrote:
- GD is the #1 domain registrar in the world, and their
portfolio of
products and such is more than twice the size of its closest
competitor
(which, I believe, is Register.com)
- GD is also one of the most successful hosting
I'm not sure how it could be a service to the public, but redesigning
GoDaddy seems like a great way to cut one's chops in IxD. It could be a
great starter exercise for people just learning the craft. It wouldn't be a
contest as such, but it could fossilize into a sort of Hello World pattern
for
On May 6, 2008, at 12:15 PM, Robert Hoekman Jr wrote:
When I started there, I was told, unofficially, that they never
wanted their
products to be too good, because then no one would call in to customer
support. And customer support is where all the up-sells happen. You
call
about a problem
I am 1/3 laughing, 1/3 flabbergasted, and 1/3 MAD at how poorly
www.godaddy.com http://www.godaddy.com/ is designed
(plus I am trying to use it at 130am and I am tired anyway, which is making
me even more laughing/flabbergasted/mad)
But it brings up a fun idea:
How about a UX contest to
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