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Obtaining Customer Feedback for Websites
With web sites, designers can have almost complete knowledge of how customers use a service: Which links receive the most traffic? Where in a process do customers drop out? Web sites also allow A/B...
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Obtaining Customer Feedback for Networked Hardware
Consumer electronics (and office products) are increasingly connected to the Internet. That means use patterns can be recorded and sent to an online database, giving designers almost complete knowledge...
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Obtaining Customer Feedback for Traditional Hardware
With traditional hardware products, designers have limited knowledge of customer use patterns. Support calls can provide important data on trouble areas (if properly cataloged), but other information...
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Model-View-Controller Pattern 1
A user clicks a link to a page in a web application. Related Diagrams [tag-gallery tag=components columns=5 theight=100 twidth=150]
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Convergence Experience
The elements of convergence provide a checklist of options to consider when assessing each step in the customer journey. Related Diagrams [tag-gallery tag=convergence columns=3 theight=100 twidth=150]
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Convergence 2.0
Convergence 2.0 = Service + Social + Physical. Combined with interactive multimedia, they provide a framework for understanding the emerging generation of network-based mobile applications. Related...
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Convergence 1.0
Convergence 1.0 = Publishing + Broadcasting + Computing. In 1980, Nicholas Negroponte described the impending convergence of these industries. Related Diagrams [tag-gallery tag=convergence columns=3...
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