Fired Groupon CEO advises ‘start with the customer’


groupon

Did you read the letter from Groupon’s CEO about his leaving (or rather being fired from) the company? There was one paragraph that particularly stood out to me:

If there’s one piece of wisdom that this simple pilgrim would like to impart upon you: have the courage to start with the customer. My biggest regrets are the moments that I let a lack of data override my intuition on what’s best for our customers. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity!

Start with the customer, base your decisions on evidence not intuition. Don’t just redesign your website, redesign it starting with the customer, do research into their lifestyle, their wants and needs from your product or service and how you can best meet those needs. Design the site and test then retest and retest again to get it spot on. Get it right the first time and in the long run you’ll save yourself the huge cost of rework and guesswork that results in lost customers and sales. Do it right, spend a bit more at the outset and reap the rewards.

Ask me about customer research and the design process >>>

 

Advertisements

BBC Home page research and redesign

I conducted a quick piece of research on the BBC Home page as part of an event called BBC Connected. Did you know it’s the third most visited home page? Yet only a very small percent of visitors actually use it? As our research discovered, most people bypass the page completely, preferring to use the navigation bar or a direct url (usually saved as a bookmark). Here, we share our findings and a few of our design proposals to improve the user experience of the BBC Home page, in particular under-served audience(s).

How do you use the BBC website? Do you ever look at or click on items on the home page? Have you used it more or less since the last redesign? I’d love to hear about your experience. Share your story using the comment box below.

Research by Keepitusable.com