Customer (14)


Clients are paying you to think as well

The phrase “The customer is always right” was originally coined by Harry Gordon Selfridge, the founder of Selfridge’s department store in London in 1909, and is typically used by businesses to:
1. Convince customers that they will get good service at this company
2. Convince employees to give customers good service




Lean Software Development Principles

Lean is a manufacturing & production practice that considers the expenditure of resources for any goal other than the creation of value for the end customer to be wasteful, and thus a target for elimination.




When drowning in buzzwords …

… its a good idea to go back to fundamentals

Kano analysis was created by Professor Noriaki Kano in the 1980s and is used to optimise a product by categorising its features by perceived customer value. In a simplified form, a product’s features can be split into three types:

Essentials – those product features are essential for the customer to even consider buying it.

Linears – those product features that are linearly valuable, ie those where doubling an element of the feature is perceived as being twice as desirable.

Delighters – those product features that delight a customer – usually only a small number being necessary.

Agile Business Change Blog




World Usability Day

worldHuman Factors International are running an essay competition, with a hard topic – How can the User Experience Community support the future of sustainability? My definition of User Experience may vary from others, as there are a lot of differing opinions as to aims and scope.  This highlights the importance of the user experience, and as everyone sees the world a little differently to each other.  But I believe in keeping things simple – User Experience incoroporates the design and functionality heuristics of a website.  Pandering to users can be a disaster, so it is a fine line between Good/Bad User Experience.   The “customer is always right” can be disasterous in software development.  Just because someone knows what they want, it doesnt mean it is what they need, or indeed if they actually want it!  How it can affect sustainability is a very (deliberate, I’m sure) open question.

World Usability Day




Hunt the Postbox

Free Our Data

Free Our Data

Do you know where your postboxes are?

Wonderful!  The Post Office are obstructing our information on where Postboxes are, by refusing to list their locations – their techniques at delivering bad service has reached level of an actual recognisable business approach.  And in keeping with turning Post Offices into some kind of Orwellian human cesspit. I always feel I am travelling to different parallel dimension.  The banks are always following the “confuse the customer” appraoch, newer confusing layouts which give appearance of futuristic banking, without provising anyone who can help you beyond taking money out and putting money in.  In the words of Roy from the IT Crowd, “What a bunch of b*stards!”.