"our product is terrible, we're in trouble!"
"our product is amazing! we're golden"
the crazy thing: both things can be true-ish
How?
1/n
"our product is amazing! we're golden"
the crazy thing: both things can be true-ish
How?
1/n
2/n
People who care deeply about putting things in the best light will seek out information that confirms that.
People who care about fixing things that are broken, will seek out information that confirms that.
People who care deeply about putting things in the best light will seek out information that confirms that.
People who care about fixing things that are broken, will seek out information that confirms that.
3/n
Companies tend to draw from the same channels, and speak to the same customers over and over.
The same customers who complain the loudest.
The same "rock stars" who are the poster-children for the product.
Companies tend to draw from the same channels, and speak to the same customers over and over.
The same customers who complain the loudest.
The same "rock stars" who are the poster-children for the product.
4/n
We gravitate to salient and easy-to-consume information. The painful stuff is salient. The amazing stuff is salient.
Both are easier to process than the more nuanced, complex, messy stuff. Fixing and hyping is easy. Solving harder problems is...hard.
We gravitate to salient and easy-to-consume information. The painful stuff is salient. The amazing stuff is salient.
Both are easier to process than the more nuanced, complex, messy stuff. Fixing and hyping is easy. Solving harder problems is...hard.
5/n
It can be very hard to tap into what things were like before customers started using your product. For you (the team) AND for them.
We might underestimate the sheer impact of the product because of this.
It can be very hard to tap into what things were like before customers started using your product. For you (the team) AND for them.
We might underestimate the sheer impact of the product because of this.
6/n
We have a bad habit of blaming the customer, an “edge case”, a “small sample”, or a “fluke” when we get discomforting information. And applauding our product when we get confirming information.
Except if we're biased to blaming the product :)
Gotta De-bias. Stop blaming.
We have a bad habit of blaming the customer, an “edge case”, a “small sample”, or a “fluke” when we get discomforting information. And applauding our product when we get confirming information.
Except if we're biased to blaming the product :)
Gotta De-bias. Stop blaming.
7/n
Humans are very adaptable. When they *must* use your product they'll invent all sorts of workarounds and/or just ignore broken things. They a habituate
Oddly, it seems that some team members follow suit and can’t see what’s broken. While others can’t unsee all the UX debt
Humans are very adaptable. When they *must* use your product they'll invent all sorts of workarounds and/or just ignore broken things. They a habituate
Oddly, it seems that some team members follow suit and can’t see what’s broken. While others can’t unsee all the UX debt
8/n
We rationalize past decisions all the time.
"All of the product debt was taken on for completely rational reasons and we wouldn't be a $Nbn company today if we had tried to make everything PERFECT"
We rationalize past decisions all the time.
"All of the product debt was taken on for completely rational reasons and we wouldn't be a $Nbn company today if we had tried to make everything PERFECT"
9/n
And we may over-estimate the importance of the product being an 8-10 vs. a 6-8 in the grand scheme of things. At least from a business angle.
Think of all the companies printing $$ with godawful products.
If that's your goal ($) well...
And we may over-estimate the importance of the product being an 8-10 vs. a 6-8 in the grand scheme of things. At least from a business angle.
Think of all the companies printing $$ with godawful products.
If that's your goal ($) well...
10/n
Is there any objective truth?
The truth is that these statements can be contextually true, but both obscure the issue. The silent, messy majority.
Neither hype nor brazen critique are helpful.
Detailed, skilled, cohort-based, representative research does <end>
Is there any objective truth?
The truth is that these statements can be contextually true, but both obscure the issue. The silent, messy majority.
Neither hype nor brazen critique are helpful.
Detailed, skilled, cohort-based, representative research does <end>
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