Posted on January 31, 2011.

I once sat next to a newly-diagnosed MS patient while walking him through an online description of the progression of that disease. It was devastating. Another time I interviewed a long-suffering Psoriasis ¬†patient about her frustration with the lack of progress on treatment. It was infuriating.¬† I once sat next to a job seeker who … Continue reading Empathy

11 Ways to Get Better User Feedback

Posted on June 30, 2010.

So, as all classic list-type posts must do -- this one goes to 11. Understanding what your customers are saying is critical to the success of your product's evolution. Here are 11 ways that individually provide varying perspectives on the customer's opinion. Combined, they become powerful in providing a 360 degree view of the voice … Continue reading 11 Ways to Get Better User Feedback